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: Briefly explain the situation and the customer's issue
•  Actions Taken: Describe the specific steps you took to assist the customer
•  Going Above & Beyond: Highlight any additional efforts or actions you took to exceed the customer's expectations
•  Results & Impact: Explain the positive outcome for the customer and how your assistance made a difference
•  Key Takeaways: Summarize the key lessons or skills you gained from this experience

  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 service orientation: 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 & proactiveness: Assessing if I take initiative and proactively seek opportunities to assist customers beyond their immediate requests

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

•  Lack of specific details: Not providing specific examples or details of the situation, actions taken, and outcomes achieved
•  Negative attitude towards customers: Showing a lack of empathy or patience towards the customer's needs or concerns
•  Taking credit for others' work: Claiming sole credit for the successful resolution without acknowledging the contributions of colleagues or team members
•  Inability to handle difficult situations: Demonstrating an inability to handle challenging or demanding customer situations effectively
•  Lack of problem-solving skills: Failing to showcase problem-solving skills or creative thinking in resolving the customer's issue
•  Poor communication skills: Struggling to clearly articulate the steps taken or the communication methods used to assist the customer
•  Lack of customer focus: Focusing more on personal achievements or company policies rather than the customer's satisfaction and needs
•  Inconsistent or contradictory information: Providing inconsistent or contradictory information about the situation or actions taken to assist the customer
•  Unprofessional behavior: Displaying unprofessional behavior, such as rudeness, impatience, or lack of respect towards the customer
•  Lack of follow-up or accountability: Not mentioning any follow-up actions taken or taking responsibility for ensuring the customer's satisfaction

 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?
• How do you handle confidential customer information?
• 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 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?
• What do you do to stay updated on product knowledge and industry trends?
• 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?
• 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?