Vital Customer Support Executive Interview Preparation Guide

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This question seeks to find out whether the interviewee has a good grasp of the field and what is involved. Most of the information required to answer this question will be learnt through theory classes. This will show how well the applicant qualified in their theory examinations. In answering such a question, the applicant can define what customer service is and what the staff members in a customer service department do on a daily basis. They should also outline that there are different levels of customer service and briefly state the benefits of good and efficient customer services.

My goal is to have a very short learning curve on this particular product portfolio. By doing this, I can aim to be among the top performers in the next 3-6 months. After showing consistent results for another 6 to 12 months, I will aim to become a team leader in the same company because I believe that growing with the same company will give me a strong foundation for my career growth.

A great candidate for a customer service position should have a strong answer for this one ready to go, as this is an unavoidable part of the job. No matter how much training a customer service rep gets, there are always going to be questions they don’t know how to answer, and they need to be able to deal with that.

Yes, this has been part of my training, and my previous job entailed handling several lines. I have good multi-tasking skills and my previous employer can vouch for this.

Make sure you do your homework/research before you answer: My average call handle time was about X minutes at my previous job. On a similar campaign I can typically make 60/X calls per hour. On a predictive dialer I can usually make 10 to 20 percent more calls.

I would first try to get in contact with my replacement to see if he is on his way. I would then tell my manager about the situation to see if anyone else could relieve me in the meantime. Then, I would wait until a replacement came.
I wouldn’t leave the store understaffed. I would call my manager to let him know the problem and see if a quick solution could be found.

It depends on the role - but the better way to answer this is to ask the interviewer what their expectations are with regards to what the role can expense and then simply state that you'll stay within those parameters

I’m sorry for the inconvenience, but we are still able to take cash or checks. There is an ATM nearby, so if you would like to get cash, I would be more than happy to hold your merchandise for you.
I would offer to hold the customer’s merchandise for up to 48 hours and call them when the machine is working again. Then, they could retrieve their merchandise and pay with a credit card.

I am highly organized, and I prioritize my workload so that everything gets done on time and with high quality. I also leave room for urgent tasks that might be assigned to me so that my schedule is basically unaffected by emergencies.

There are a lot of customer support systems out there. Some of the more common ones include Zendesk, Freshdesk, Desk.com (owned by Salesforce), Zoho Support, and Jira Service Desk.

Reach out to your boss and let him know that first you value his leadership and organization but that you are being overwhelmed with the amount of non productive internal meetings.

I would try to keep a happy and calm demeanor with them while trying to assist them with whatever they need. In this type of situation, I could think about customers who are friendly to keep my mood positive.
If I was dealing with them one-on-one I would try my best to help them without giving into their rudeness. I would smile and be as friendly as possible.

This is a tricky question because “anything you say can and will be held against you!” Be careful and only answer with a positive tone. You can say that you didn’t find the job challenging enough for your skills, or that the workload was sporadic and you spent, say 40%, of your time on ‘idle’ mode. Never speak ill of your last employer because it shows that you will do exactly the same once you leave this one! Protect the image of your previous employer, and your current one will respect you for it.

Good candidates should put the experience of the customer first, but they should also be conscious of things like response time, tickets closed, and other metrics that translate to cost savings for your customer service department.

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.

Your answer should be relevant to telemarketing, so you could say: I have the ability to talk effectively and persuade people. I am a good listener, and that helps me identify customer needs so I can sell more effectively. My one weakness is that I sometimes get too involved with customers, but I have counseled with my previous manager on this and I believe I no longer have that problem.

First, find out what the root of the problem is. Second, determine the best steps to remediation with the best possible outcome. Third, take action to put remediation plans in place.

Great candidates should have specific stories of interactions they’ve had with customers. It demonstrates that they really do empathize with the individuals they’re serving and understand the value of great service.

Organization ensures calls are handled promptly and efficiently, which is obviously the hallmark of good customer service. A candidate who prioritizes organization should have a clear system for how they stay atop their work. Meanwhile, someone who says something along the lines of “I just wing it” or “I trust my gut” is often prone to disorganization.

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.

First prioritize the important activities that impact the business most. Then discuss the issue of having too many initiatives with the boss so that it can be offloaded. Work harder to get the initiatives done.

This store has been one of my favorite for several years, so when I saw a job opportunity open I was immediately excited to apply.
I find the variety of goods and services here to be interesting and current. If given the opportunity, I feel I would be an excellent addition to your team.

A big part of being a customer service rep is learning new features and processes, so you can assist customers on new products or new updates within an existing product. Therefore, a great customer service rep should be able to learn quickly.

Asking this question forces the candidate to talk about their own experiences learning about new products and features, and gives insight into how quickly they can provide service for new products.

Customer service is all about handling customers on issues relating to the products of a business. As such, the staff members in this department should be conversant with a lot of information relating to the products. The interviewer will want to find out if the interviewee has an interest in their job and how much research they have done before applying for the position. When answering such customer service interview questions, the interviewee should indicate an understanding of the business environment, nature of operations and target and existing markets for the business.

The key here is honesty. Especially if you have a complex product or service, it’s much better for a customer service rep to say “I don’t know, but let me find out,” than to provide potentially inaccurate information.