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 & clarification: Listen attentively to the customer's question and ask clarifying questions to fully understand their needs
•  Apologize for not knowing the answer: Express genuine regret for not having an immediate answer and assure the customer that you will find a solution
•  Offer alternative solutions: Suggest alternative options such as consulting with colleagues, researching the issue, or escalating the question to a higher level of support
•  Set clear expectations: Inform the customer about the steps you will take to find the answer and provide an estimated timeframe for getting back to them
•  Follow-up & resolution: Take ownership of the issue, diligently research the question, and promptly follow up with the customer to provide a satisfactory answer or solution

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

•  Problem-solving skills: Assessing my ability to think on my feet and find solutions
•  Customer service skills: Evaluating my approach to handling customer inquiries and providing satisfactory responses
•  Communication skills: Assessing my ability to effectively communicate with customers and manage their expectations
•  Adaptability: Evaluating my willingness to seek help or resources when faced with unfamiliar situations

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

•  Lack of problem-solving skills: Candidate may struggle to come up with a solution or may give up easily
•  Lack of communication skills: Candidate may not effectively communicate their plan to the customer or may struggle to understand the customer's question
•  Lack of resourcefulness: Candidate may not explore alternative resources or seek help from colleagues or supervisors
•  Lack of customer focus: Candidate may not prioritize the customer's needs or may not show empathy and understanding

 Related

  Other questions asked for the Help Desk Support in Customer Service function. View details for the Help Desk Support here

• What steps do you take to ensure data security and privacy while assisting customers?
• Describe a time when you had to prioritize multiple customer issues. How did you handle it?
• How do you ensure customer satisfaction while resolving their technical problems?
• What software or tools have you used to track and manage customer support tickets?
• How do you stay updated with the latest technology trends and developments?
• Tell me about a time when you had to escalate a customer issue to a higher level of support.
• How do you handle repetitive or common customer issues?
• Describe a situation where you had to communicate technical information to a non-technical customer.
• Tell me about a time when you had to work collaboratively with other teams to resolve a customer issue.
• Describe a situation where you had to provide support remotely or over the phone.
• What steps do you take to document and update knowledge base articles for common customer issues?
• Tell me about a time when you had to handle a high volume of customer inquiries or requests.
• How do you handle a situation where a customer is not satisfied with the resolution provided?
• Describe a time when you had to adapt to new technologies or software quickly.
• What steps do you take to ensure a smooth transition when handing off a customer issue to another team member?
• How do you handle difficult or irate customers?
• Tell me about your experience in providing technical support to customers.
• What steps do you take to troubleshoot and resolve technical issues?
• How do you manage your time and prioritize tasks in a fast-paced customer support environment?