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 and take responsibility for finding a solution
•  Offer reassurance & empathy: Assure the customer that you will make every effort to find the answer and empathize with their frustration or inconvenience
•  Ask for clarification: If necessary, ask the customer for more details or specific information to better understand their question
•  Seek assistance: Consult with colleagues, supervisors, or available resources to gather the necessary information and find a solution
•  Provide a timeline: Inform the customer of the estimated time it will take to find the answer and assure them that you will follow up promptly
•  Communicate the solution: Once you have obtained the answer, communicate it clearly and concisely to the customer, ensuring they understand
•  Offer additional assistance: Ask the customer if there is anything else you can help them with and provide any further support they may require
•  Follow up: After resolving the customer's question, follow up with them to ensure their satisfaction and address any additional concerns

  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 skills: Ability to handle difficult situations and provide excellent service
•  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: If the candidate immediately admits defeat and gives up without attempting to find a solution or offer alternatives
•  Lack of resourcefulness: If the candidate does not mention utilizing available resources such as colleagues, manuals, or online tools to find the answer
•  Poor communication skills: If the candidate struggles to explain how they would handle the situation or fails to reassure the customer that their question will be addressed promptly
•  Lack of customer-centric approach: If the candidate does not emphasize the importance of providing excellent customer service and ensuring customer satisfaction even when faced with uncertainty

 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?
• Describe a time when you went above and beyond to help a customer.
• What steps do you take to resolve a customer complaint?
• How do you handle multiple tasks or projects simultaneously?
• How do you handle stressful situations in a customer service role?
• What do you consider the most important skills for a customer service representative?
• What do you do to stay updated on product knowledge and company policies?
• Describe a time when you had to deal with an irate customer. How did you handle it?
• 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.
• Describe a time when you had to handle a high volume of customer inquiries.
• What do you do to ensure effective communication with customers?
• 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?
• How do you ensure accuracy in your work as a customer service representative?