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 & empathy: Listen attentively to the customer's query and show empathy towards their concern
•  Apologize for not having an immediate answer: Apologize sincerely for not having the answer readily available
•  Promise to find a solution: Assure the customer that you will research and find the most accurate information or solution for their query
•  Ask for additional details: If necessary, ask the customer for more specific details to better understand their question
•  Utilize available resources: Make use of internal knowledge bases, manuals, or colleagues to find the answer
•  Provide a timeline: Inform the customer about the estimated time it will take to find the answer and when they can expect a response
•  Follow-up with the customer: Once the answer is found, reach out to the customer with the solution and ensure their satisfaction
•  Offer alternative assistance: If the answer cannot be found immediately, offer alternative assistance such as redirecting them to a more specialized team or providing relevant resources
•  Continuous learning & improvement: Reflect on the situation and take it as an opportunity to learn and improve your knowledge for future customer inquiries

  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 their expectations
•  Adaptability: Capacity to handle unexpected situations and learn quickly

  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
•  Lack of communication skills: Candidate fails to explain the situation to the customer or provide alternative solutions
•  Lack of customer focus: Candidate shows no empathy or willingness to assist the customer
•  Lack of resourcefulness: Candidate does not attempt to find the answer or utilize available resources

 Related

  Other questions asked for the Live Chat Agent in Customer Service function. View details for the Live Chat Agent here

• What steps do you take to ensure accuracy in your responses?
• How do you handle difficult customers?
• How do you prioritize and manage your workload?
• Describe a situation where you had to resolve a complex customer issue.
• What strategies do you use to upsell or cross-sell products?
• What software or tools have you used in your previous customer service roles?
• How do you handle multiple chat conversations simultaneously?
• Tell me about a time when you went above and beyond to assist a customer.
• How do you handle confidential customer information?
• Describe a time when you had to deal with an angry or upset customer.
• How do you handle repetitive or monotonous tasks?
• Tell me about a time when you had to work with a difficult team member.
• How do you handle high-pressure situations?
• Describe a time when you had to meet tight deadlines.
• How do you handle a situation where a customer is dissatisfied with the company's policies?
• What do you do to stay updated on product knowledge and industry trends?
• How do you ensure customer satisfaction?
• Tell me about your previous experience in customer service.
• What steps do you take to ensure effective communication with customers?