Client Service Support Interview Preparation Guide

A candidate who mentions listening carefully, empathizing, and following company policy is a good pick. Red flags that indicate an interviewee is a bad choice include being rude and not having any previous experience dealing with difficult customers. An inexperienced candidate may make a good pick if their other answers are strong, however.

A great resume doesn’t always equal a great representative. Your company has an image it’s trying to project. Look for job seekers whose answers to this question resemble your ideal response. You’re also getting a good look at the job seeker’s analytical skills. Do they come up with a good reply? How long does it take them? Speed is crucial in customer service, particularly if you’re in ecommerce.

In asking the question, the interviewer is actually looking at two aspects of qualifications. Qualifications obtained from a school setting and qualifications regarding past experience in the customer service field. This will help in determining how suitable the interviewee is for the position for which they have applied. The job applicant should outline their academic qualifications relevant to the job. After this, they should point out the experience they have gained from past jobs. This should be done in a way that demonstrates the application of theory to practical skills, focused on handling real life situations.

Customer service is aimed at making the business improve its operations for greater profitability. In effect, staff members should communicate customer tastes, preferences, complains and changing trends to their colleagues and seniors for adjustments and improvements to be made. The interviewee should demonstrate their ability to work, under minimum supervision, within a team. They should leave no doubt as to the benefit they will bring to the business.

Wherever possible be positive, even if your role was short term or didn’t quite work out as expected, as it will have added extra experience or skills to your career history.

Although you are now looking to move on, acknowledge what you learned and what was on offer at the time. Demonstrate good reasons for the decisions you made and show that you understood what was to be gained, or acknowledge what you have learned from your past employer.

Here your interviewer wants to see that you will bring something to their company and not just fade into the background.

Whilst this question does open the floor for you to recite how you once doubled your team’s sales figures, employers are equally interested in hearing about how you have developed and maintained a strong professional network, or how you pride yourself on your reputation for being reliable and hard working.

Whatever you end up talking about, try to keep it short. You don’t want your ego to get in the way of you being offered the job.

Tread carefully with this question. Whilst the truth may be that you only get out of bed every morning in order to pay your rent, this is not what your potential employer wants to hear.

This question gives you an opportunity to discuss what has attracted you to this line of work and what inspires you to persevere through the tough times. In a sales role, this could be the adrenaline rush of meeting daily targets, whilst in a customer-service role, this could be the personal satisfaction you gain through helping people.

Change is an essential part of life in any call centre environment, as the industry strives to achieve best practice for their customers and stakeholders. Have some examples on how you personally managed, or were affected by, some change. What was your focus, what were you aiming to achieve and how did you deliver the outcome? Know what the problems encountered were and what was learned through and following the transformation.

This is your opportunity to assure your potential employer that you are capable of working in line with your objectives and getting the job done on time.

For example:
In my current role, I break down my objectives into daily targets and outline periods of the day when I am going to focus on achieving them. I find this system works well for me and I expect to carry it into my next job.

This question is set to test your ability to identify and analyse customer insight, trends and data, and drive continuous improvement, by identifying and understanding the root cause.

The interviewer will be looking for an example of where you have taken this insight and subsequently developed, implemented and improved your sales process. This could be through the introduction of training, post-sale procedures, a change in marketing communications, or other process improvements, to ensure that the cause of any future complaint is eradicated.