Tell me about a time you faced a crisis at work. His advice and insights have been shared and featured by publications such as Forbes, Entrepreneur, CNBC and more as well as educational institutions such as the University of Michigan, Penn State, Northeastern and others. Appeasing an irate customer is no easy task, but delighting them can be even more challenging. etc. This means making sure you’re actually a suitable candidate for a customer service representative position before ever setting foot in a hiring manager’s office. While you’re doing all your interview prep homework, take some time and investigate what the company’s customer service policy is. Are you able to work a flexible schedule? Focus on a skill or talent that does not fit into your work experience but that indicates a strength that would add value to the job. Sound familiar? This allows them to accurately assess how you’ll act on the job and how you’ll behave when similar situations arise in the future. Customer service is listening to customers and helping to resolve their issues so that they remain happy and loyal. Do your research. Of course, the opposite is also true. Most customers already begin to feel taken care of once you listen carefully to their concerns. Here is an example of how to begin your answer to “tell me about yourself” as a very experienced candidate: “I first started managing people twelve years ago, when I was promoted from Customer Service Associate to Customer Service Supervisor. Consider the role and company culture Knowing a bit about the job, the company, and even the people you are meeting can go a long way when crafting your response to the "Tell me about yourself" interview question. These are the questions you can expect to hear in any customer service interview… whether it’s a … His advice and insights have been shared and featured by publications such as Forbes, Entrepreneur, CNBC and more as well as educational institutions such as the University of Michigan, Penn State, Northeastern and others. What Customer Relationship Management (CRM) software are you familiar with? When it comes to jobs in the workforce, few positions require an applicant to wear as many hats as those worn by a customer service representative. Your response to this request will set the tone for the rest of the interview. Yet, you should answer it in your own way, making you differentiate from other candidates. Be sure to tailor your own answer to fit your experience, and the company you are interviewing with: There are many components to customer service, and you need all of them to truly satisfy customers. Don’t focus on what the company will be providing you. Start with your solution, and then work your answer around to include a specific instance from your past that relates directly to the qualities you’re highlighting in your answer. First off, nobody’s perfect, which means you’re not always going to have the answer to every question that gets thrown your way by customers. Customer representative jobs aren’t always easy and even people who truly posses all the traits and love the job have off days, but for people who have secured these positions without really knowing what the job entails or ensuring they’re the right fit, the job can be downright miserable. Tell me about a time when you turned an unhappy customer into a delighted customer. To brush up on how to answer these and to see an impressive list of example questions and tips and tricks on how to answer them, check out our post on the Top Ten Interview Questions and Answers. It includes trying your best to make sure that the customer is satisfied. Not only will you be able to go into the interview with a good idea of what you could possibly be doing in the future, it will help you tailor your situational questions in such a way that they align with the policies and guarantees the company already has in place. This question is asked to evaluate how much research you did before the interview, and to see if you want this customer service job in particular versus any customer service job. After all, customer service is more than just being a friendly face, and employers want to make sure you know this. Answered by professional interviewers and hiring managers. Remember, a good customer service representative is like a ninja and these questions are meant to help the hiring manager determine if you’re actually a ninja or just pretending to be one. An example answer to the ‘Tell me about yourself’ question “I’m a proactive Customer Service Assistant with 4 years of experience handling various functions of Customer service, from dealing with dissatisfied customers to answering phone calls. Use strong keywords and phrases that are attractive to the employer who is interviewing you. Tell me about your previous work experience ? Click the link below to get your copy now! Taking time to practice your answer to the question, “What is customer service?” will ensure that during your actual interview you demonstrate the confidence, presence of mind, knowledge, and poise that employers seek in their customer service representatives. Here’s information on why interviewers ask this question, and on how to prepare and give a good response. Overall, when you practise your answer, you want to tell a great story about yourself that you can share in no more than two minutes. We’ll also follow up those tips and tricks with ten of the most common customer service interview questions along with a brief explanation on why hiring managers ask these questions and what you should focus on when you answer them. While I may think it’s a lazy question, and you may find it intimidating, the truth is that “tell me about yourself” is actually a wonderful opportunity to take control of the interview. Having worked in a call center for five years, I have plenty of experience listening carefully to the needs of my customers before efficiently working to solve their problems and explain the solutions. Wrong answer to tell me about yourself 1. This is another problem-solving question wrapped in layers being asked by a hiring manager who is trying to determine exactly how you’ll handle a similar situation should it arise again. Alison Doyle is the job search expert for The Balance Careers, and one of the industry's most highly-regarded job search and career experts. Also, review more common interview questions about customer service to be sure you're prepared for the interview. Meanwhile, customer support is a narrower term which refers to the personnel who help customers with technical issues such as the use, maintenance, troubleshooting, and upgrading of the company’s products. You can demonstrate your understanding of strong customer service throughout the interview. Describe to me a time that an inferior product/service created a customer service issue for you and how you solved the situation. CLICK HERE TO GET THE JOB INTERVIEW QUESTIONS CHEAT SHEET. The key to questions like this is to remember your goal is to make things right for the customer, and that can mean finding someone who does know the answer. The hiring manager wants to know how well you can handle placing a customer’s needs over your own situation. Would you agree/disagree with them and why? That means being courteous and pleasant to customers or clients. Show up to your interview well dressed and early, make sure you have multiple clean and professional copies of your resume and business card on hand, and start the conversation off with a friendly and firm handshake. Firstly, he or she wants to know that you are familiar with the retail/customer service lingo. Highlight your skills and how they directly align with the position you’re applying to. While these might be considered “ice breaker” questions, they are no less important than any other questions you’ll be answering during your interview and you should make sure you’re prepared to answer them quickly and efficiently. Describe [Amazon product or service relevant to the role] as you would to a prospective customer. Why It Works: This is a good example of how to use the STAR interview response technique to strengthen your answer with an illustrative anecdote from your past work experience. Yes, the hiring manager wants to know if you have the skills to do the job, but they also want to know how you solve problems, how you handle conflict, and how well you get all this done while still managing to preserve the integrity of the company within the guidelines of the mission. Don’t tell a story about the time your cousin’s best friend comped your entire group a free meal or how a technician looked the other way and installed an upgraded stereo in your car and only charged you for the base model. Overall, when you practise your answer, you want to tell a great story about yourself that you can share in no more than two minutes. Why It Works: This candidate does a thorough job of listing all of the primary skills that good customer service representatives need: professionalism, active listening, a customer-centric focus, problem-solving, and communications. With this specific question, the hiring manager is really asking you to demonstrate how well you communicate with customers and how you interpret and address their needs. Here is how to answer questions about customer service, along with tips on what the interviewer is looking for, and examples of the best responses. While it might seem like an obvious answer to just focus on doing your job and doing it well, good customer service is deeper than just checking boxes off on the HR description for your position. Include things like your attitude towards customer service and the people you’ll be encountering as well as your ability to problem solve for them and still maintain the reputation of the company and the products you’re dealing with. In your opinion, what qualities are the most important for someone to succeed in a customer service role? Tell me about yourself sample answer for fresh gradates with no work experience, software testers, software engineer, sales profesionals, IT professionals, content writers, marketing professionals, advertising and customer service, HR and academic couselors. Make sure you draw from an experience that include specifics…and be honest. A General Answer to “Tell Me About Yourself” Possible Answer 1: “I am a self-starter with strong interpersonal skills. Finally, customer service is about clearly explaining solutions to clients. With some planning, you can forget about feeling tongue-tied and instead turn those first few minutes into a chance to make a perfectly targeted pitch. This answer also relies on the homework you did ahead of the interview. You’ll also find examples of strong answers to the question. What did you do? Luckily, we’re here to help guide you and make sure that your customer representative ninja skills are as sharp as a proverbial katana. What do you mean by inbound and outbound process? By using The Balance Careers, you accept our. You might feel a little awkward, but the impression you'll give is one of someone who's already aligned with the brand. From discussing what personality traits it takes to be an excellent customer service representative, to running through our best tips and tricks to prepare for a customer service representative interview, to covering the three primary types of questions you might encounter in an interview as well as why hiring managers ask them and how you should focus your answers, we’ve tackled it all! (Ooh, see what we did there?). Focus instead on what you’re bringing to the company and how it specifically aligns to the job you’re applying to, the company mission and culture. An interviewer asks the question, “What is customer service?” for a couple of reasons. While you might consider those amazing examples of customer service, the company these individuals represented at the time probably wouldn’t. This question absolutely relies on a concrete solid example from your past. Yes, the STAR method applies here as well. 23 examples on how to answer Tell Me About Yourself Sample Answers for students, freshers and experienced professionals. A hiring manager doesn’t want someone who is going to punt the customer to someone else as soon as things get tough. Regardless of what the company is producing, be it a physical product, a less tangible service or a combination of both, knowing exactly what the company produces and how the public interacts with them is critical when it comes to providing customer service. Of course not! Of course, when you’re interviewing for a position as varied and multi-dimensional as a customer service representative, it makes sense to cover as wide a variety of types of questions and scenarios as possible! Mike is a job interview and career expert and the head writer at TheInterviewGuys.com. Customer service or customer care teams not only provide assistance but also ensure customer satisfaction and customer retention for the company. Look on their “About Us” page on their website to get a sense of how they think of their customers, and how they serve those customers. But before getting in, you need to get past the interview (and a few assessment tests after that). For any situational question you’ll want to focus on qualities you possess and how those align with the needs of the company in relation to the job you’re applying to. Hopefully you’ve already completed tip #1 and honestly evaluated whether or not this job is right for you. Tell me about yourself and why you are suited to this role This will be the first interview question, and in my opinion, is the easiest one for answering with no experience. How do you keep yourself motivated in a role that can often seem repetitive? How to Structure Your Answer to the “Tell Me About Yourself” Interview Question How you respond to the “Tell me about yourself” question can set the tone for the rest of the interview. Your answer should acknowledge that there are many pieces that make up customer service. I called four other branches of our company, and finally called company headquarters, to find the item. This might mean keeping your makeup or jewelry more (or less!) Well don’t worry, because we created a free PDF that outlines the most common questions and gives you word for word sample answers that you can use at your next interview. The first thing we need to do is take a quick look at the types of questions you might reasonably expect to answer in a customer service interview, starting with the traditional ones. If you're applying for a retail or customer service position, for example, a common job interview question is, “What is customer service?”. Working hard to meet customers’ needs is always my priority. The hiring manager wants to know how you will react to specific situations you’ll very likely encounter should you be hired and how well the qualities you possess mesh with the requirements for the position you’ve applied for. Answered by professional interviewers and hiring managers. Again, we’ve gone over these in depth and you can see all that information here in our blog post Behavioral Questions and Answers 101. FREE BONUS PDF CHEAT SHEET: Get our "Job Interview Questions & Answers PDF Cheat Sheet" that gives you "word-word sample answers to the most common job interview questions you'll face at your next interview. Keep in mind that not all communication takes place out loud. Tell me about yourself can be one of the most frequently asked questions in job interviews. When you're interviewing for a job, you need to be prepared for all kinds of interview questions, from the standard ("Where do you see yourself in five years?") What is your strategy for managing your call volume, follow-ups, internal responsibilities and other time-sensitive duties. That’s why we’re also going to include our top five tips and tricks intended to help you prepare for your customer service representative interview by highlighting the things you should do before you get to the interview! Tell me about a time you experienced exceptional customer service and why it was so good. Have you ever dealt with a customer that was clearly “wrong”? “What would you like to know?” This statement completely throws the question back at the interviewer in somewhat of an insulting way and he/she is forced to reword the question. Co-Founder and CEO of TheInterviewGuys.com. Asking clarifying questions, repeating their concerns, and simply quietly listening are helpful ways to demonstratethat you are listening and that you care about their problems. Explain and identify these parts, and the interviewer will be impressed with your knowledge. How to Answer Before your interview, spend time researching the company and … Go back over our list of desirable traits for a customer representative and ask yourself honestly if these all apply to you. What is your preferred method of correspondence/communication? How to Answer “Tell Me About Yourself” – Relate your answer to the job at hand “Tell me about yourself” is probably better phrased as, “Tell me what brought you to apply for this job, and some of the main qualifications that make you stand out. Dig a little deeper than you normally would into what the company stands for and what their history is. Here’s an optimal one: “I’ve always been a people person. I then had it shipped to our branch, and the customer had the item within four days. An example can help connect your answer back to why you are a strong candidate for the job. Again, remember to focus on qualities, which in this case, are going to be problem solving and adapting as well as teamwork. Terms like "customer service," "customer satisfaction," and "customer loyalty" are all concepts that you should be familiar with if you are in this industry. Before your interview, do a little research on the organization and its attitude towards customer service. Now let’s look at the types of questions you might be asked and why, and what you should consider when answering them! For some, this is the most challenging question to answer, as they This will help enable you to better answer the hiring manager’s situational questions with specific, targeted, laser focused answers. Beware! At its core, customer service is all about communication and communication is a quality (there’s that word again) that a hiring manger is absolutely going to be specifically looking for. In many ways, a really exceptional customer service representative is a bit like the ninja of an organization, ready to assume any role in order to make sure a customer is satisfied with their experience, all while simultaneously preserving and protecting the integrity of the company they’re working for. ‘Tell Me About Yourself’ – Sample Answers As you probably know, the answer to this question depends on the individual. Here is a selection of sample answers you can use to respond to questions about customer service. It also involves listening carefully to customer wants and concerns. Learn more about The Interview Guys on our About Us page. Traditional interview questions are questions like “What is your highest level of education” or “Can you describe what your responsibilities and duties were at your last job for me?”. As we’ve discussed before, behavioral questions are questions that allow the hiring manager to see who you really are based on how you’ve handled situations in the past. Why do you want to join BPO? While being self-reliant and able to handle anything that comes your way regardless of how tough the problem is might seem like the right answer, the hiring manager is going to want to know that should you find yourself in a tough spot, you’re flexible enough to be able to turn to others to help. Click Here To Get The Job Interview Questions & Answers Cheat Sheet, 200+ Job Interview Questions List (PDF Practice Cheat Sheet Included), How To Write A Killer Resume Objective (Examples Included), Behavioral Interview Questions And Answers 101 (+ Example Answers), The Best Cover Letter Format For 2021 [3 Sample Templates], 8 Phone Interview Tips That Will Land You A Second Interview. Tell me something about BPO and how it works? Make sure your answer includes the situation you were in, the task you were tackling, the action you took and the result of that action. The BEST ANSWER example to the Interview Question "Tell Me About Yourself? Are you available to work overtime? As you can see, based on these three distinct types of questions that you should expect to be asked, interviewing for a customer service representative position requires almost as many skills as you’ll need should you ultimately get the job (and since you’re the perfect candidate and have this guide helping you, that shouldn’t be an issue, right?! If it is, then make sure that you’re exemplifying those traits from the absolute very beginning of the interview. What is the difference between onshore and offshore outsourcing? This question is why. This list also means that, as a job seeker who is interested in interviewing for a customer service representative position, you should be prepared for an incredibly wide array of potential interview questions. What They Want to Know: Potential employers want to know if you have experience in a similar role. We’re going to look at 17 sample customer service representative interview questions, including the top behavioral customer service interview questions. Although this answers the question, this isn’t what the What are the major types for outsourcing? I know customer satisfaction is extremely important to your company, and it is always something I strive for in my retail experience. Make sure you’re genuinely enthusiastic about both the product and the company and demonstrate a knowledge beyond what any applicant could know simply based on a general awareness of the product. I work efficiently both as an individual contributor as well as along with a team. 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