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

•  Acknowledge the customer's question: Thank the customer for their question and assure them that you will do your best to assist them
•  Active listening: Listen attentively to the customer's question, ensuring you understand their concerns and requirements
•  Apologize for not knowing the answer: Express genuine regret for not having an immediate answer, acknowledging that it may be frustrating for the customer
•  Offer reassurance & commitment: Assure the customer that you will make every effort to find the answer or solution they need
•  Ask for clarification: If the question is unclear or ambiguous, politely ask the customer to provide more details or specify their concern
•  Utilize available resources: Make use of knowledge bases, manuals, or other reference materials to find the answer or gather relevant information
•  Consult with colleagues or supervisors: If necessary, seek assistance from more experienced colleagues or supervisors to find the answer
•  Provide alternative solutions: If an immediate answer is not available, offer alternative solutions or options that may address the customer's concern
•  Follow-up & communication: Inform the customer that you will follow up with them promptly once you have obtained the necessary information
•  Maintain a positive attitude: Throughout the process, remain positive, patient, and empathetic towards the customer, ensuring they feel valued and supported

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

•  Problem-solving skills: Ability to think on your feet and find solutions
•  Customer service orientation: Commitment to providing excellent service and ensuring customer satisfaction
•  Communication skills: Ability to effectively communicate with customers and manage expectations

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

•  Lack of problem-solving skills: Candidate struggles to come up with a solution or asks for help immediately without attempting to find the answer themselves
•  Lack of communication skills: Candidate is unable to effectively communicate their thought process or potential solutions to the customer
•  Lack of customer focus: Candidate does not prioritize the customer's needs and fails to provide alternative solutions or offer assistance in finding the answer

 Related

  Other questions asked for the Call Center Agent in Customer Service function. View details for the Call Center Agent here

• Tell me about your previous experience in customer service.
• What do you consider to be excellent customer service?
• How do you prioritize your tasks in a fast-paced environment?
• Describe a situation where you had to deal with an angry customer and how you resolved it.
• How do you handle multiple phone lines or chat conversations simultaneously?
• What steps do you take to ensure accuracy in your work?
• How do you handle repetitive tasks without losing motivation?
• What strategies do you use to upsell or cross-sell products or services?
• Tell me about a time when you went above and beyond to help a customer.
• How do you handle confidential customer information?
• Describe a time when you had to work with a difficult team member and how you handled it.
• How do you handle high-stress situations?
• Tell me about a time when you had to meet a challenging customer service goal.
• How do you handle feedback or criticism from customers?
• How do you handle a situation where a customer is dissatisfied with the company's policies?
• Tell me about a time when you had to handle a high-volume of customer inquiries.
• How do you handle difficult customers?
• What do you do to stay updated on product knowledge and industry trends?
• Describe a time when you had to adapt to a new customer service software or system.