Hi there, my name is Richard McMunn from the interview training company, PassMyInterview.com.
And in this tutorial, I will teach you how to successfully pass a Customer Service Executive
interview. So, if you have a customer service interview coming up for any organization,
make sure you stay tuned and watch this presentation fully from beginning to end, because this
is what I will cover. I'm going to go through a number of Customer Service Executive interview
questions and give you tips for answering them correctly. I will give you unique example
answers to those Customer Service Executive interview questions to help you be the standout
candidate. I will also give you more tips on how to pass your Customer Service Executive
interview. And finally, I will tell you about further resources you can get access to, including
these slides to help you pass your interview. There’s four reasons why you should stay
tuned and watch this presentation from beginning to end. Now, just very quickly, before I start
the training tutorial, a very warm welcome to my Customer Service Executive interview
training presentation. My name is Richard McMunn. That is me there in the center of
the screen. I've been helping people for over 20 years now to pass their interviews. I always
do that by giving you top-scoring answers you can't find anywhere else. On that basis,
please make sure you SUBSCRIBE to the channel, so you don't miss out on any of the training
videos upload. You can also connect with me on LinkedIn.com if you want to. My LinkedIn.com
link is in the description below the video. Please also make sure you give the video a
LIKE, because that tells me you enjoy the content and I know therefore, it is worthwhile
me creating it for you. Thank you very much. The first question. Tell me about yourself
and why you want to become a Customer Service Executive? Because this is going to be the
very first interview question asked, make sure you talk about three things in your answer.
Number one, the skills and qualities you have. Number two, what you enjoy doing at work,
which I would suggest should be helping customers. Number three, talk about how you will ADD
VALUE to their company as a customer service executive. Here is my suggested answer to
that first interview question: Tell me about yourself and why you want to become a Customer
Service Executive? “I am a conscientious, hard-working and professional employee who
understands how my work as a Customer Service Executive impacts on an organization. I feel
most comfortable when I am working with people and helping customers to get a positive experience
from the company I am employed by. I have high standards and I can be relied upon to
act as a positive role model whilst carrying out my duties. In previous roles I have always
received excellent feedback from my managers in respect of the positivity I have around
customers and my desire to provide a service that is over and above what is expected. If
you hire me within this role, I will always represent your brand positively and I will
go out of my way to make your customers experience a pleasant one, so they return to the business
time and time again in the future.” That is a very strong answer! It sets you up with
confidence for the remainder of your Customer Service Executive interview. Now, you can
either pause the video if you want to and take a note of the questions and answers as
I work through them with you, or if you want to wait, I will tell you where you can download
my full set of 21 Customer Service Executive interview questions and brilliant answers,
including the ones we are working through together today. The next question I want to
work through: Why do you want to work for our company as a customer service executive?
Now this is guaranteed to come up. Why do you want to work through us? The only way
you can answer this question correctly is by showing you have conducted some research
into their organization. My advice is to give at least three reasons why you want to work
for them in your answer. Here is my suggested answer to that interview question: Why do
you want to work for our company? “Job satisfaction is very important to me because I want to
stay working for the same company for as long a time as possible. Before I applied for this
Customer Service Executive role, I spent time researching your company, your products and
services and also the feedback that has been left online by your customers. There wasn’t
one thing that put me off. You have a solid history of success; your customers love your
products and other people I have spoken to about your business have said nothing but
positive things. I feel your company is one where I will be able to put my skills and
experience to good use whilst at the same time adding value to your already established
team.” That shows that you've conducted research and you are giving valid reasons
why you want to work for their company. But most importantly, you are showing you are
going toto ADD VALUE and you are likely to stay working for them for a long period of
time, which is attractive to any hiring manager or recruiter. Now, don't go anywhere because
I still have more questions to work through with you, including top scoring answers. But
when you're ready, if you want to CLICK THAT LINK in the top right-hand corner of the video,
it will take you through to my website, PassMyInterview.com, where you can download my full set of 21 Customer
Service Executive interview questions and top-scoring answers, including the ones we
are working through together today. Let's move on to the next question. What's your
definition of customer service? This is a common interview question that comes up and
it is difficult. It is a difficult interview question to answer. Now, there are many different
definitions of customer service. Make sure you explain the reasons why you have chosen
your particular definition and the impact great customer service can have on a business.
Here's my suggested answer for you. “My definition of customer service is going out
of your way to provide exceptional service every time you encounter a customer. This
in turn encourages repeat business and it also ensures the customer not only has a pleasant
experience either in store or online, but it also encourages them to speak highly of
the business to their friends and relatives. Over time, great customer service allows a
company to not only save money on adverting costs due to consistent recommendations, but
it also allows them to develop products and services that are based on the needs of their
valued customers.” So, you are giving a definition there of customer service, but
you are showing an awareness of how brilliant customer service will have a positive impact
long term on an organization. And that's the key thing when answering that question. The
next one. Talk me through the steps you would follow when dealing with a dissatisfied customer?
Now, I can pretty much guarantee this interview question will come up during your Customer
Service Executive interview and within your answer, make sure you follow a step-by-step
process for responding to customer issues. Here is my suggested response. “First and
foremost, you have to LISTEN TO THE CUSTOMER. I would listen to their complaint and the
ASK QUESTIONS to establish exactly what has happened. I would then APOLOGIZE for the poor
customer service and show genuine empathy for the situation. Next, I would PROVIDE A
SOLUTION TO THE RPOBLEM that was based on the needs of the customer. Where possible,
I would suggest different options that are above and beyond what is normally expected.
This would show the customer that I genuinely care, and I want their experience to be a
pleasant one. I would then RESOLVE THE SITUATION QUICKLY for them before apologizing once more
for the substandard service or products. Finally, it is very important to LEARN FROM THE SITUATION
as a Customer Service Executive to prevent it from happening again.” That is a very
solid and concise answer that shows you follow a step by step process for dealing with customer
complaints and issues. But above all, at the end you look to LEARN from the situation.
The next question. What are your strengths and weaknesses? Now, again, this is guaranteed
to come up during your interview. Make sure you give strengths to are a match for the
job description and then only give one weakness that is ‘safe’. So, when I say safe, I
mean a weakness that doesn't do you any harm when you're applying for a Customer Service
Executive job role. Here's my suggested answer. “My core strengths include a POSITIVE & HAPPY
ATTITUDE which I will always show whilst dealing with your customers. I am also at my best
when WORKING UNDER PRESSURE and I will remain calm when dealing with complaints or when
managing lots of different tasks. I can also be relied upon to DEAL WITH COMPLAINTS AND
QUERIES quickly and effectively in line with company policy, and I am also a very good
TEAMWORKER who will put the needs of the team and company the above everything else. In
respect of my weakness, this is my INABILITY TO SAY “NO” to people. My first reaction
is to always agree to everything and say yes to people, even when I don’t have the capacity
to take on extra work. However, I am learning to say “no” when it’s important to do
so. Having said that, another one of my strengths is my desire to carry on LEARNING AND IMPROVING
and I will always make sure I take my development seriously if I become your Customer Service
Executive.” That's a brilliant answer! The next thing to do, please do CLICK THAT LINK
in the top right-hand corner of the video. Go through to my website to PassMyInterview.com
and you can take a look at my 21 Customer Service Executive interview questions and
you can also download the answers! I have also, on that page, put some more JOB INTERVIEW
TIPS for you. They are specific to Customer Service Executive interviews. Make sure you
check those out because they will make a difference to your performance. Thank you for watching.
I wish you all the best for passing your Customer Service Executive interview. Have a brilliant
day!