hi there everybody my name is Richard
McMunn from the interview training
company past my interview comm and in
this tutorial I'm going to teach you how
to pass a customer service manager
interview now it does not matter which
company you are applying to join as a
customer service manager I promise you
this tutorial is going to make a
significant difference to your
preparation but also more importantly
your performance during the customer
service manager interview and I'm going
to give you a number of questions and
really good answers to those customer
service manager questions so before I
get into the tutorial a very warm
welcome to this training video my name
is Richard McMunn that's me there in the
center I've been helping people for over
20 years now to pass their interviews
are very passionate about it and in this
tutorial I'm gonna give you high scoring
answers to the tough customer service
manager interview questions that I can
pretty much guarantee you will get asked
during your interview now as always
please do make sure you subscribe to the
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thumbs up thank you very much okay let's
get into the training now before I come
on to those all-important questions and
answers I want to give you two really
important tips for making sure you pass
your customer service manager interview
now you are going to be assessed against
two things first and foremost your
knowledge of customer service and then
also your ability to manage lead and
inspire the team to meet the goals and
objectives of the company
so you need to understand about customer
service because you're going to be a
manager but also how do you manage lead
and inspire your team and I will tell
you how to do that during the tutorial
so those are two things we need to focus
on tip number two now before you attend
your customer service manager interview
my advice is to make sure you learn the
customer service charter and all the
standards of the company you're applying
to work for now if you go on the website
of the organization that you're being
interviewed for they will usually tell
customers what their Charter is or
standards and I would if it was me I
would recite them during the interview
when they say you know what do you know
about our company I would say well you
have high customer service standards and
they are X Y Z and then you would recite
them ok so that will make you stand out
from the other candidates now let's get
into those all-important customer
service manager interview questions and
answers here we go so question number
one with your customer service manager
interview tell me about yourself and why
you want to work for our company as a
customer service manager now there's two
elements to this question the first one
is obviously tell me about yourself now
most people will respond to this
interview question by telling the panel
about what they do at home about their
family don't do that
focus entirely on what you are like as a
person in relation to the role of
customer service manager and then move
on and say the reason why I want to work
for your company is because of and then
give you a reason so here's a really
strong answer to tell me about yourself
and why you want to work for our company
as a customer service manager here we go
I've applied for the position of
customer service manager because I have
the necessary skills the qualities and
the attributes to meet the requirements
of the role including an ability to
deliver outstanding customer service
whilst also ensuring the team I am
managing does the same I am someone who
has a strong management and leadership
style and having had a passion for
customer service for some time now a
filler would thrive within an
environment where I have to achieve
difficult targets whilst also working
hard to achieve the objectives of my
employer I want to work specifically for
your company because you are a leader in
this industry and you clearly have
strong and ambitious plans for the
future I would like to join your team as
the customer service manager and open
you achieve your exciting plans for the
future whilst ensuring your customers
receive exceptional levels of service
attention and care at all times now if
you use that response which can be news
during any kind of customer service
manager interview whatsoever I believe
you're going to get off on a strong
footing for the rest of your interview
now I'm gonna tell you where you can get
a copy of these exact interview
questions and the answers at some stage
during this present
but please do make sure you watch the
rest of it because as I say I'm gonna
really go into detail in the customer
service manager interview next question
what skills and qualities do you need to
become a great customer service manager
so if you think about that question this
is assessing your knowledge and
understanding of the role that you're
applying for and it's also saying what
skills and qualities do you need to not
just become a standard customer service
manager but a great one because there is
a difference so here's my answer to this
question and what skills and qualities
do you need to become a great customer
service manager here we go the skills
and qualities needed to perform this
role to the required standard on
numerous and varied predominantly these
include a passion for customer service
an ability to consistently deliver and
maintain high standards of customer care
and also an ability to manage motivate
and inspire your team to work hard
towards maintaining the values and
ethics of the company you also need
strong communication skills a resilient
and confident approach to your work and
also an ability to achieve difficult
targets whilst working under pressure
you also have to continually embrace
change positively because the customer
service industry is changing all of the
time and it is important to keep
up-to-date with the constant changes
that occur finally you should have a
desire to continually learn grow and
develop the venule role to make sure you
stay on top of your performance as
customer service manager really good
answer now some of you will be thinking
why these responses so in-depth there is
a reason because customer service is
absolutely pivotal to the success of any
company and this is a really important
role do not underestimate the influence
that you have as a customer service
manager you can make a massive
difference to a company which is why
we're really going into detail in these
answers next question as our customer
service manager what steps would you
take to turn around an underperforming
team difficult question what would you
do
okay so this is a hypothetical question
that says as our customer service
manager what steps would you take to
turn around an underperforming team now
I spent many years managing different
teams
and I have a lot of experience of going
in and turning around
underperforming teams and there is a
pattern of what you would need to do as
a manager to make the difference and I'm
gonna tell you exactly what that is
right now I would utilize a four-step
plan to ensure I achieved the desired
results and the outcome step one would
be the assessment phase where I would
monitor the team to find out exactly
what the issues were and also which
members of the team were not performing
to the required standards step two would
involve a thorough appraisal assessment
of all members of staff now during that
appraisal assessment I would meet with
each team member to discuss their
performance to set future targets and to
also lay down the standards I expect
step three would involve a team briefing
whereby I would discuss with everyone
what I expected from them as a team and
also how I would support them in
achieving their goals finally step four
would be the monitor and review stage
whereby I would closely monitor the
team's performance whilst also making
any necessary tweaks and amendments as
the team progressed I would actually
enjoy the challenge of turning around an
underperforming team and feel confident
I could get them working more
effectively in a very short space of
time now that is a solid answer because
you have a four-step plan in place so
you already know what you're going to do
most people who answer that interview
question will say and well I'll have a
look at the team see what they're going
to be doing and then I'll decide on a
plan of action you already have a plan
of action which would be applicable to
any team and I've used that process many
times in the past and it works a treat
it works perfectly okay so don't forget
I'm gonna show you can download these at
some stage soon next question what steps
would you take to improve the customer
service experience whilst working in the
role of customer service manager so this
interview question assesses what you
would do to improve the customer service
experience because when you go into an
organization they'll want you to look at
how you can improve customer service
experience and this also assesses your
knowledge of customer service okay so
let's have a look at a great answer to
the interview question what steps would
you take to improve the customer service
experience what's working in the role of
customer service manager here we go
first of all I will ensure everyone
working within the customer services
team will fully on board with the
expectations and the standards expected
in regard to delivering outstanding
customer service and care I would then
ensure that all customers who visited
your business received a warm welcome
and the time they actually spent whilst
in contact with the organization was a
pleasant one I will also ensure that all
staff acted as positive role models for
the company and that they also had a
thorough understanding of all products
and services we provide so they could
answer any questions that were asked by
our customers finally I would implement
a customer review and satisfaction
survey whereby all customers who visited
the business had the opportunity to
provide me with feedback I would then
use that feedback to continually improve
the customer service experience and also
a reward staff where good customer
service was recognized by our customers
and again that answer shows that you
know exactly what you are talking about
ok now I've got another question to go
through which I promise you please do
watch it because you will get asked it
during the interview but if you want
download the full set of customer
service manager interview questions and
answers there's a link right there in
the top right hand corner of the website
if you click that will take you through
to my website where you can download all
21 of these customer service manager
interview questions and answers okay
next question tell us about a time when
you had to give a team member feedback
on their work now of course some people
who apply to become customer service
managers will have no experience of
management managing or giving feedback
to people so what's important here is
for me to give you two sample responses
the first one is for someone who has
management experience already and the
second one I'll give it for people who
don't have any management experience so
here's my first question based sorry my
first answer based on someone who does
have management experience in a previous
role I was managing a small team of
people we had a great team atmosphere
and we were very productive however one
particular month I noticed a member of
the team who was normally good at his
job started to make mistakes in the
accuracy of his work I decided to tackle
the issue immediately as I feel it is
important to not let situations like
this drag on
I called him into my office and told him
about my concerns and asked him if there
was anything going on either in work or
outside of work that was impacting on
his ability to work to his usual
standards he confided in me that he had
split up from his long-term partner and
that he was feeling demotivated whilst
sympathizing to this situation I agreed
with him a plan of action to get him
back to the required standards of work
and I also gave him an additional
project to focus on to help take his
mind off the current situation we also
agreed to hold weekly meetings to
discuss how he was feeling and to also
give me the opportunity to support him
through this difficult time four weeks
after the initial meeting he was back to
his normal self and the accuracy of his
work had improved significantly so
that's based on someone who has
experience as a manager now let's take a
look at the same question based on
someone who has no management experience
so if you're applying to step up get a
promotion to a customer service manager
and you have no prior experience this is
a good answer
to the interview question tell us about
a time when you had to give a team
member feedback on their work here we go
whilst working as part of a small team
in a previous role I noticed a member of
the team a guy called Steven had stopped
working to his usual standards other
team members had also been talking
amongst themselves about Steven's lack
of performance and so I felt I had a
moral obligation to speak to him to try
and see if I could help him get back to
his usual standards I spoke to Steven in
private one afternoon and I was totally
upfront and honest with him about the
fact I had noticed a drop in his
performance he told me he was feeling
demotivated at work due to the fact he'd
been with the company for a long time
and he didn't feel his skills were being
utilized effectively to resolve this
issue I went away and spoke to my
manager to ask if both Steven and I
could be given a new and fresh project
to work on collectively as it so
happened my manager was on the lookout
for two people to work on a small
website-based project that he needed
doing and so I agreed that myself and
Steven would take on the project over
the next eight weeks we worked on the
project collectively in addition to our
usual work and Steven's motivation
levels and standards of work increased
dramatically I would never shy away from
speaking to a team member about their
performance on out the confidence to do
it professionally and resilient Lee so
that's great for someone has no
management experience but you're
demonstrating that you have
those management skills and attributes
now don't forget I hope you've enjoyed
those please make sure you download all
21 customer service manager interview
questions by clicking the link below the
video or go to my website pass my
interview comm you can find out
interview questions and answers for a
whole host of roles but yeah click the
link it will take the fruit to that page
and I recommend you download all 21 of
them because you get all of those I've
just covered but all of the additional
all of the additional ones to within the
pack thank you very much for watching I
hope you've enjoyed that don't forget to
subscribe please
I very much appreciate it if you hit the
like button on the video thank you very
much and I wish you all the very best
for parsing your customer service
manager thank you for watching and have
a good day