Tell me about a time when you had to provide excellent customer service.

Sample answer to the question

In my previous job as a customer service representative at a telecommunications company, I had a customer who was experiencing connectivity issues with their internet service. They had already called in multiple times and were frustrated with the lack of resolution. I took ownership of the issue and assured the customer that I would do everything I could to help. I investigated the problem thoroughly, going through their account information and troubleshooting steps. After identifying the root cause, I communicated the issue to our technical team and followed up with them regularly to ensure prompt resolution. Throughout the process, I kept the customer informed of the progress and provided alternative solutions to minimize their inconvenience. In the end, the issue was resolved, and the customer expressed their gratitude for my dedication and excellent service.

A more solid answer

During my internship at a law firm, I had the opportunity to assist with a client who was going through a difficult divorce. The client was often stressed and unsure of the legal process. I recognized the importance of providing excellent customer service in this situation, as the client needed reassurance and guidance during a challenging time. I took the initiative to schedule regular meetings with the client to discuss the progress of the case, answer any questions, and provide emotional support. I also made sure to communicate with the client in a clear and empathetic manner, ensuring that they felt heard and understood. Additionally, I maintained a high level of professionalism and confidentiality, respecting the sensitivity of the client's personal information. By providing excellent customer service, I was able to build trust with the client and help alleviate some of the stress they were experiencing.

Why this is a more solid answer:

This is a solid answer because it provides a specific example that is relevant to the legal field and demonstrates the candidate's understanding of the importance of customer service in providing support to clients. However, it could benefit from more details about the specific actions taken to provide excellent customer service.

An exceptional answer

During my time as a legal secretary at a prestigious law firm, I encountered a client who was facing a complex commercial dispute. The client was extremely frustrated with the slow progress of the case and expressed concerns about the potential financial implications. Recognizing the importance of providing excellent customer service, I took immediate action to address the client's concerns. I conducted thorough research on the case, analyzing relevant laws and precedents to provide the client with a comprehensive understanding of their legal position. I then scheduled regular meetings with the client to discuss the progress of the case, providing updates and reassurance. Additionally, I proactively communicated with the client about any new developments or challenges, ensuring transparency and maintaining their trust. By consistently delivering exceptional customer service, I was able to alleviate the client's worries and foster a positive working relationship.

Why this is an exceptional answer:

This is an exceptional answer because it provides a detailed and comprehensive example of providing excellent customer service in a challenging legal situation. It demonstrates the candidate's ability to take ownership, conduct research, and effectively communicate with clients to address their concerns. The candidate also showcases their critical thinking and problem-solving abilities in navigating a complex case. Additionally, the candidate emphasizes the importance of professionalism, confidentiality, and a customer service orientation, which are all key qualities mentioned in the job description.

How to prepare for this question

Reflect on past experiences where you went above and beyond to provide excellent customer service, especially in a legal or professional setting.
Think about specific examples where you demonstrated professionalism, confidentiality, and a customer service orientation.
Consider the importance of clear communication and empathy when dealing with clients, and how you can convey these qualities in your response.
Practice conveying your ability to handle challenging situations, problem-solve, and build positive relationships with clients.
Research common customer service challenges specific to the legal field and familiarize yourself with best practices in addressing them.

What interviewers are evaluating

Customer service orientation