Customer Service is a peoples people role. Get Nice Get Talking get welcoming for the future of the Business depends on you.
When applying for a job as a customer relations representative, expect interview questions about your qualifications and work history, but be prepared to answer additional questions about your interpersonal skills. Since a customer relations representative often deals with dissatisfied customers, your ability to communicate calmly and effectively to resolve issues is an important part of the job. A hiring manager might also ask behavioral interview questions to evaluate your management style and problem-solving abilities.
As a customer relations representative, most of your time is spent interacting with customers over the phone, through Internet correspondence or face-to-face. In an interview, a hiring manager might ask you to describe your interpersonal skills and strengths, so she can evaluate your ability to satisfy customer demands. Some effective interpersonal skills necessary for the job include a friendly personality, an energetic outlook, a confident attitude, patience and a level-headed mindset when addressing customer complaints. Your willingness to see a customer’s point of view and find suitable resolutions can make product purchases and returns a conflict-free process.
Effective communication is an important part of a customer relations representative’s job, so an interviewer will likely ask questions about your communication style. Your ability to effectively communicate policies and requirements helps customers understand company procedures. Discuss ways you provide customer support, encourage feedback, keep customers updated on purchases and follow up on orders. Polite, understandable communication defuses tense situations and appeases customers who are unhappy. Explain the ways you communicate genuine appreciation for customers, and discuss methods you use to reassure clients that you’re proactively addressing their needs.
Expect interview questions that focus on your ability to provide excellent customer service. Some sample questions from Brigham Young University Human Resource Services website include: “What has been your most rewarding experience dealing with customers?” “What types of things were you able to do to alleviate customer dissatisfaction?” and “How do you define great customer service?” These types of questions help an employer to determine whether you’re qualified to work with the general public on a daily basis. Your answers must reflect your willingness to ensure the highest level of customer care.
Some interviewers ask behavioral questions to asses how you might handle future situations. According to The University of St. Thomas Human Resources Department, an interviewer might ask you to provide an example of a particularly challenging interaction you had with a customer or to discuss feedback you’ve received from customers and supervisors. Answer behavioral questions with specific examples — a time you resolved a dispute, an instance where you pacified an angry customer or a situation where you were praised for your problem-solving skills. Concrete examples are effective answers to behavioral questions.
In an interview for a position in customer service, you must outline your experience and qualifications, but also impress the interviewer with your personality. Successful customer service professionals are patient, possess good communication skills, and have the ability to speak calmly and rationally with customers. Your approach and demeanor in the interview can establish yourself as someone who would be a good representative for the company.
Before you enter the interview, learn as much as you can about the company you’re interviewing with. An important aspect of the job will be strong knowledge of the company’s products and services, so having at least a cursory knowledge during the interview process will be helpful. In particular, visit the company website’s “frequently asked questions” page, if one exists, to familiarize yourself with customer queries. You’ll be ready when an interviewer asks you a “for instance” question about how you would deal with a particular type of customer call.
Create a detailed resume that outlines your specific skills in the customer service industry. When describing previous jobs not directly in customer service, highlight the responsibilities of the positions that related to providing service. Also, highlight customer service awards and membership in service organizations. In addition to your resume, bring copies of letters from customers that highlight your ability to provide superior service.
During the interview, you may be asked how you’ve handled sticky customer service issues. Be prepared with appropriate anecdotes, and jot down notes about some of the tougher situations you’ve handled professionally. Your goal is to describe real-life situations that you’ve successfully resolved.
Make a good impression on a potential employer by appearing calm and collected while under pressure. Arrive at your interview appointment ahead of schedule so you have time to sit, relax and review your notes. Not only will your timeliness be viewed favorably, the fact that you are not rushed or harried will help you present yourself as a stable, rational candidate for a position as a company representative.