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

•  Active listening: I actively listen to customers by giving them my full attention, maintaining eye contact, and nodding or using verbal cues to show that I understand their needs and concerns
•  Empathy: I put myself in the customer's shoes and try to understand their perspective. I acknowledge their feelings and show empathy by using phrases like 'I understand' or 'I can imagine how frustrating that must be.'
•  Positive attitude: I approach every interaction with a positive and friendly attitude. I greet customers with a smile, use positive language, and maintain a cheerful tone throughout the conversation
•  Product knowledge: I make sure to have a good understanding of the products or services we offer. This allows me to provide accurate information, make appropriate recommendations, and address any concerns or questions the customer may have
•  Building trust: I aim to build trust with customers by being honest, reliable, and transparent. I follow through on my promises, admit mistakes if they occur, and take responsibility for resolving any issues
•  Effective communication: I communicate clearly and effectively, using simple and concise language. I avoid jargon or technical terms that the customer may not understand. I also ask open-ended questions to encourage dialogue and gather more information
•  Problem-solving: I actively work towards finding solutions to customer issues or concerns. I listen attentively, ask probing questions to gather more details, and offer appropriate solutions or alternatives
•  Personalization: I strive to personalize the customer experience by using their name, remembering previous interactions, and tailoring my approach to their individual needs and preferences
•  Follow-up: After resolving a customer's issue, I make sure to follow up to ensure their satisfaction. This may involve sending a personalized email or making a phone call to check if everything is resolved to their liking
•  Patience: I understand that some customers may be frustrated or upset, and I remain patient throughout the interaction. I avoid rushing or interrupting them, allowing them to express their concerns fully

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

•  Interpersonal skills: Assessing your ability to establish a connection with customers
•  Customer service approach: Evaluating your methods for creating a positive customer experience
•  Communication skills: Determining your ability to effectively communicate and understand customer needs
•  Problem-solving skills: Assessing your capability to address customer concerns and find solutions

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

•  Lack of empathy: Not mentioning the importance of understanding and addressing customer needs and concerns
•  Lack of active listening: Not emphasizing the need to actively listen to customers and show genuine interest in their concerns
•  Inflexibility: Not mentioning the ability to adapt communication style and approach based on individual customer preferences
•  Poor communication skills: Not highlighting the importance of clear and effective communication to establish rapport with customers
•  Lack of product knowledge: Not mentioning the need to have a good understanding of the products or services being offered
•  Inability to handle difficult situations: Not addressing the importance of remaining calm and professional when dealing with challenging customers or situations

 Related

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

• Tell me about a time when you had to handle a customer's complaint via email or chat.
• How do you handle a high volume of incoming customer calls or inquiries?
• How do you handle a customer complaint about a product or service?
• What do you think are the most important qualities for a customer service representative?
• How do you prioritize tasks when dealing with multiple customer inquiries?
• Tell me about your previous experience in customer service.
• How do you handle difficult customers?
• Describe a situation where you went above and beyond to satisfy a customer's needs.
• How do you handle a situation where you don't know the answer to a customer's question?
• What strategies do you use to upsell or cross-sell products to customers?
• Tell me about a time when you had to deal with an irate customer. How did you handle it?
• How do you ensure that you provide excellent customer service consistently?
• Tell me about a time when you had to work with a difficult colleague or team member.
• Describe a time when you had to handle a customer's personal information with confidentiality.
• What do you do to stay updated on product knowledge and company policies?
• How do you handle a situation where a customer is unhappy with the resolution provided?
• Describe a time when you had to handle a customer's request for a refund or return.
• How do you handle a situation where a customer wants to speak to a manager?
• How do you handle a situation where a customer is unsatisfied with the wait time?