Example response for question delving into Customer Service Excellence with the key points that need to be covered in an effective response. Customize this to your own experience with concrete examples and evidence

•  Background Information: Provide a brief overview of the situation and the customer's issue
•  Actions Taken: Explain the specific steps you took to assist the customer
•  Going Above & Beyond: Describe the additional efforts you made to exceed the customer's expectations
•  Outcome: Share the positive result or impact of your actions on the customer
•  Reflection: Discuss what you learned from the experience and how it influenced your approach to customer service

  What the Interviewer is trying to find out about you and your experiences through this question

•  Problem-solving skills: Assessing the interviewer's interest in my ability to think creatively and find solutions to customer issues
•  Customer focus: Determining if I prioritize customer satisfaction and am willing to go the extra mile to meet their needs
•  Communication skills: Evaluating my ability to effectively communicate with customers and understand their requirements
•  Initiative: Assessing my willingness to take initiative and proactively assist customers without being prompted

  How to avoid some common minefields when answering this question in order to not raise any red flags

•  Exaggeration: Avoid exaggerating the extent of your actions or making them sound unrealistic
•  Lack of Specifics: Avoid providing vague or general answers without specific details or examples
•  Negative Attitude: Avoid mentioning any negative feelings or frustrations you may have had during the experience
•  Blaming the Customer: Avoid blaming the customer for the issue or implying that they were at fault
•  Lack of Teamwork: Avoid neglecting to mention any collaboration or assistance you received from colleagues or team members

 Related

  Other questions asked for the Customer Service Representative in Customer Service function. View details for the Customer Service Representative here

• How do you handle difficult customers?
• Tell me about your previous experience in customer service.
• What strategies do you use to ensure customer satisfaction?
• How do you prioritize and manage your workload?
• How do you handle multiple tasks or projects simultaneously?
• What steps do you take to resolve a customer complaint?
• How do you handle stressful situations in a customer service role?
• What do you consider the most important skills for a customer service representative?
• How do you handle a situation where you don't know the answer to a customer's question?
• Describe a time when you had to deal with an irate customer. How did you handle it?
• How do you ensure accuracy in your work as a customer service representative?
• What do you do to stay updated on product knowledge and company policies?
• How do you handle a situation where a customer is unsatisfied with the resolution provided?
• How do you handle repetitive tasks in a customer service role?
• Describe a time when you had to work with a difficult team member or colleague.
• What do you do to ensure effective communication with customers?
• Describe a time when you had to handle a high volume of customer inquiries.
• What do you do to maintain a positive attitude in a customer service role?
• How do you handle a situation where a customer is upset due to a mistake made by the company?