JUNIOR LEVEL

How would you describe your customer service skills? Give an example of a difficult customer interaction and how you handled it.

Sample answer to the question

I would describe my customer service skills as excellent. I have a natural ability to connect with people and understand their needs. One example of a difficult customer interaction was when I had a customer who was frustrated because they couldn't access their email. I remained calm and empathetic, listening to their concerns and acknowledging their frustration. I asked targeted questions to gather information about the issue and reassured the customer that I would do my best to help them. I then troubleshooted the problem by checking their email settings and discovered that they had entered the wrong password. I guided the customer through the process of resetting their password and provided clear instructions to prevent this issue from happening again. The customer appreciated my patience and expertise, and we were able to resolve the issue successfully.

A more solid answer

I would describe my customer service skills as exceptional. I have a proven track record of providing excellent customer service and maintaining high customer satisfaction ratings. One example of a difficult customer interaction was when I received a call from a customer who was extremely upset because they were unable to access an important document on their computer. I immediately empathized with the customer's frustration and assured them that I would do everything in my power to resolve the issue. I asked targeted questions to gather more information about the problem and performed remote troubleshooting to identify the root cause. It turned out that the document had accidentally been deleted. I calmly walked the customer through the process of recovering the document from their backup files and provided guidance on how to prevent similar situations in the future. By the end of the call, the customer's frustration had turned into relief and gratitude for my assistance.

Why this is a more solid answer:

The solid answer provides a more comprehensive description of the candidate's customer service skills by highlighting their proven track record and high customer satisfaction ratings. It also adds more specific details to the example of a difficult customer interaction, showcasing the candidate's ability to empathize with the customer and provide effective solutions. However, it can still be improved by providing additional examples or specific skills that the candidate possesses.

An exceptional answer

I pride myself on having exceptional customer service skills. I have a natural ability to build rapport with customers and effectively address their needs. One challenging customer interaction that comes to mind is when I received a call from a customer who was experiencing multiple technical issues with their computer. They were frustrated and overwhelmed by the problems and had tried several unsuccessful troubleshooting steps on their own. I patiently listened to the customer's concerns and reassured them that I would be able to help. I used my strong problem-solving skills to systematically diagnose each issue and develop appropriate solutions. I provided clear and detailed instructions to guide the customer through the troubleshooting process, ensuring they understood each step. At the end of the call, the customer expressed their gratitude for my expertise and professionalism, and their issues were resolved to their satisfaction.

Why this is an exceptional answer:

The exceptional answer not only highlights the candidate's exceptional customer service skills but also emphasizes their ability to build rapport, effectively address customer needs, and provide detailed solutions. It showcases the candidate's strong problem-solving skills and professionalism. The answer includes specific examples and demonstrates the candidate's ability to handle multiple technical issues simultaneously. It is comprehensive and well-rounded.

How to prepare for this question

Review your past experiences in providing customer service and think of specific examples that highlight your skills and achievements.
Practice describing your customer service skills using clear and concise language.
Familiarize yourself with common customer service challenges and how you have successfully handled them in the past.
Highlight any relevant certifications or training you have received in customer service or related areas.
Demonstrate your ability to adapt and remain calm under pressure.
Highlight your effective communication and problem-solving skills.

What interviewers are evaluating

Customer service skills
Problem-solving skills
Communication skills