Hello there, my name is Richard McMunn from the interview training company PassMyInterview.com.
I this tutorial, I'm going to teach you how to pass a customer experience interview. It
does not matter whether you are applying to become a customer experience representative,
a team leader or a manager, this interview tutorial will make a huge difference to your
preparation. I'm going to go through the 7 most common customer experience interview
questions, give you some tips for answering them, and more importantly, give you high-scoring
suggested answers as well. Please do stick around and watch it from beginning to end.
Now, before I get into those customer experience interview questions and answers, a very warm
welcome to this tutorial. My name is Richard McMunn. That's me there in the center. I've
been helping people for about 20 years to pass their interviews. I always do that by
giving you top-scoring answers. Please do make sure you SUBSCRIBE by clicking the button
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LIKE (thanks!) That always motivates me to create more content for you. I appreciate
that very much. Thank you. Okay. Let's get into these seven customer experience interview
questions and answers. The first question, undoubtedly, is going to be: Tell me about
yourself and the skills you can bring to this customer experience role? Because this is
the first interview question, we need to get you off on the right footing. Let's give them
a powerful and positive answer that makes you the standout candidate. Here we go. “Being
someone who is naturally a person-centered employee, I feel very comfortable working
in customer-focused roles. Over the years, I have gained sufficient professional and
interpersonal skills to excel within this type of customer experience role. I also fully
understand that your business cannot commercially and financially thrive unless people like
me provide outstanding levels of customer service experience. Your business very much
relies upon returning customers and also customer recommendations, so I fully appreciate the
significance of this position. The skills I possess include a thorough understanding
of the customer service experience process; an ability to resolve all customer issues
and problems competently and timely; excellent communication and listening skills, and also
the ability to be left alone within the role to work to the necessary standards without
the need for constant supervision.” That is a very positive and strong answer. If you
wish to pause the video and take notes as I progress, please feel free to do so. Or,
my advice is to watch it from beginning to end and then re-watch the video and take notes
as I go along. Question number two of your interview: Why have you chosen our company
to work for in this customer experience role? Why do you want to work for us? A very, very
common interview question that again, I am 100 percent confident will come up during
your interview. We want to stand out from the other interview candidates. We want to
give really good rock solid reasons why you want to work for their company. Here is my
suggested answer for you. “Within any role, it is important to choose your employer carefully.
However, within customer experience and customer service related roles, it is even more significant.
This is because you can only perform to a high standard in this type of job if the company
you are working for sets high standards, it genuinely believes in brilliant service and,
most importantly, it has quality products and services to back up their customer service
mission. Having researched your organization extensively, and also having looked at some
of the products and services you offer, it is clear that you have sincere intentions
to provide the very best experience for your loyal customer base. So, that means, within
this customer experience role I am applying for, I will be able to carry out all of my
duties with the confidence there’s an innovative, supportive and forward-thinking team working
along-side me.” That is a very strong answer to the question: Why do you want to work for
our company? Next customer service experience interview question: What's your definition
of great customer service? So again, we want to give an answer that is different from all
of the other applicants. What is your definition of great customer service? Here is the perfect
answer to this question. “My definition of great customer service is not just meeting
the expectations of all of your customers, but actually going above and beyond what is
required. Great customer service is also about listening carefully, communicating effectively,
showing you genuinely care, and doing all you can to make the customer service experience
better than all of your competitors.” That is a gold standard answer, and I would recommend
that you take a note of that and use that during your interview. As I say, you can either
pause each video, sorry, each question as I go along and take notes. or you can revisit
the video as I progress. I hope you are enjoying this. Please don't forget to SUBSCRIBE if
you haven't done so already. And as I say, if I see you LIKE the video, that always motivates
me to create more. Thank you. Next question. Describe a time when you went the extra mile
for a customer? Now, it is my belief that this is one of THE most common customer experience
interview questions that's asked across many different organizations. I recommend you prepare
an answer for this. Now, when responding to this kind of question, I want you to use what's
called the STAR technique. If you don't know what this is already, the STAR technique is
used as a way to answer behavioral type interview questions, or sometimes they are referred
to as situational-type questions. This is where you have to give a specific situation
that you were in, and it demonstrates how you behave in that kind of scenario. The question
is: Describe a time, or explain a situation when you went the extra mile for a customer?
When responding to this question, start off and tell the interview panel the SITUATION
you were in. Then move on and tell them the TASK that needed to be done. Then you explain
in detail about the ACTION that you took. Then finish off and tell the interview the
RESULTS of your actions. In the answer that follows to this interview question, I have
structured the response clearly using the STAR technique of situation, task, action
and result. Here is my answer to the question: Describe a time when you went the extra mile
for a customer? In my previous job, I would always go the extra mile for our customers.
For example, one day, I received a call from an elderly lady who did not have strong enough
computer skills to place an order she wanted to make from our website. The product was
only available via our website, and we had very limited stock available. Despite being
normally required to stick to strict customer service call times, I decided this was an
exceptional circumstance, and I took my time to go above and beyond to help the customer
order the product. I started off by explaining the process I would go through and reassured
her the payment would be totally secure. I then took down the necessary product and delivery
details before taking the payment over the phone. Again, I reassured her every step of
the way before giving her my direct line telephone number to call if she experienced any issues
with the delivery. I then followed up with a call two days later, just to check she’d
received her order safely, which she confirmed she had done. The end result was, by going
the extra mile for a customer, I managed to provide exceptional service and complete the
order for the lady whilst providing her with reassurance every step of the way.” You
will see that by using the situation, task, action and result process for answering behavioral
and situational type interview questions, you are giving them a concise answer that
really does, in detail, answer the question! Next interview question: What's your biggest
weakness? Again, I believe this will come up during your interview. Now, I have deliberately
highlighted this in red because it is one of those interview questions that can really
catch you out. So, you could give a weakness, for example, where you say you are impatient
when dealing with people. Well, if you say that during a customer experience interview,
you are likely to not get the job. We need to be very careful when answering this question.
With the role of customer experience, representative, team leader or manager in mind, here is my
suggested answer to this question. “My biggest weakness, which is something I am working
on, is the fact I FOCUS TOO MUCH TIME ON THE DETAILS of a task or project I am responsible
for. This was pointed out to me by my previous manager, and since then I have been improving
in this area. I guess, I simply just want to do the best job possible, and that has
meant I’ve spent too much time in the past focusing on absolute quality and perfection.
However, I do understand in this role, whilst quality is very important, I will have lots
of customers to look after, and therefore, I will need to operate with efficiency and
effectiveness, which I am one hundred percent confident I can do.” When answering that
question, what is your biggest weakness, in my opinion, that is a ‘safe’ weakness
to give. That actually shows you really care and you do want to go the extra mile. Next
question: Describe a time when you dealt with a difficult customer? So once again, I want
to use the STAR technique because this is a behavioral type interview question. Outline
the SITUATION, explain the TASK, go into detail about the ACTION, and then give the RESULT.
And if you follow the STAR technique, or the STAR interview method when responding to these
questions, you will score higher marks. Here is my suggested answer. I can remember dealing
with an irate customer in store one day. They were complaining about a faulty product they
had purchased the previous day, and they were very annoyed about the situation. It was my
responsibility to take ownership of the issue with a view to resolving the complaint calmly
and successfully. I asked another member of staff to cover the checkout whilst I took
the customer to one side to listen to their concerns and look for ways to solve the problem.
After listening to the details of his complaint, I apologized unreservedly and told him I too
would feel annoyed if I had experienced the same issue with one of our products. My approach
immediately had the effect of defusing the situation. I then went on to explain the options
available for resolving the issue, which included a full refund and replacement of the faulty
goods, free of charge, and also the replacement of the goods and a money-off voucher for any
future products he wished to purchase. The customer accepted the initial option and thanked
me for my understanding and cooperation. In any type of situation like this, you have
to listen carefully, genuinely show you care, apologize if required and provide a quick
and acceptable solution to the problem the customer has experienced.” What I particularly
like about that answer, is at the end, when you are explaining the result, you are showing
an appreciation and an understanding of that kind of situation. You are saying, in any
kind of situation like this, you have to listen; you have to genuinely care; you have to apologize
if needed, and then provide a quick and acceptable solution. You are demonstrating there that
you understand the process of dealing with difficult and irate customers. I hope you
enjoyed that. If you just stick around. I will tell you where you can download my full
set of customer experience and customer service interview questions. If you click the link
that’s appeared in the top-right hand corner of that video, it’ll take you through to
my website PassMyInterview.com and you can get my full list of customer experience and
customer service interview questions. I hope you've enjoyed that? Thank you very much for
watching and I wish you all the best for passing your customer experience interview. I hope
you have a brilliant day. Thank you.