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

•  Maintaining a positive mindset: I believe in maintaining a positive mindset by focusing on the importance of providing excellent customer service. I remind myself that each interaction is an opportunity to make a positive impact on someone's day
•  Practicing empathy: I understand that customers may be frustrated or upset, so I always put myself in their shoes and try to empathize with their situation. This helps me approach each interaction with understanding and patience
•  Active listening: I actively listen to customers to ensure I fully understand their concerns or needs. By giving them my undivided attention, I can provide more personalized and effective solutions, which in turn boosts customer satisfaction
•  Maintaining professionalism: I believe in maintaining a professional demeanor at all times, regardless of the customer's behavior. I understand that remaining calm and composed helps diffuse tense situations and allows me to provide better assistance
•  Seeking solutions: Instead of dwelling on problems, I focus on finding solutions. I proactively explore different options and work collaboratively with customers to resolve their issues. This proactive approach helps me maintain a positive attitude and keeps customers satisfied
•  Self-care & stress management: To maintain a positive attitude, I prioritize self-care and stress management. I engage in activities outside of work that help me relax and recharge, such as exercising, practicing mindfulness, or pursuing hobbies
•  Seeking feedback: I actively seek feedback from customers and supervisors to continuously improve my customer service skills. Constructive feedback helps me identify areas for growth and ensures that I am consistently providing the best possible service
•  Celebrating successes: I celebrate successes, both big and small, to maintain a positive attitude. Recognizing achievements, whether it's resolving a challenging issue or receiving positive feedback from a customer, boosts my motivation and reinforces my commitment to delivering exceptional customer service

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

•  Work ethic: To assess your ability to maintain a positive attitude in challenging situations
•  Customer focus: To gauge your commitment to providing excellent customer service
•  Problem-solving skills: To understand how you handle difficult customers or situations
•  Teamwork: To evaluate your ability to work collaboratively with colleagues in a customer service role

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

•  Complaining about customers: Avoid mentioning any negative experiences or complaints about customers. Focus on maintaining a positive attitude regardless of the situation
•  Blaming others: Do not shift blame onto colleagues or other departments. Take responsibility for your own actions and focus on finding solutions
•  Lack of empathy: Avoid showing a lack of empathy towards customers. Highlight the importance of understanding their needs and providing excellent service
•  Negative mindset: Do not mention a tendency to dwell on negative aspects of the job or let it affect your attitude. Emphasize your ability to stay positive and motivated
•  Lack of adaptability: Avoid indicating a resistance to change or difficulty in adapting to different customer situations. Highlight your flexibility and willingness to learn

 Related

  Other questions asked for the Customer Service Representative in Customer Service function. View details for the Customer Service Representative here

• What strategies do you use to ensure customer satisfaction?
• How do you handle difficult customers?
• Tell me about your previous experience in customer service.
• 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?
• 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 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?
• 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?