What does customer service mean to you?
"I think it's the same when communicating with anyone. Everyone wants to feel heard, everyone wants to be treated with respect, and everyone seeks validation. So whenever I'm communicating with the public, or otherwise, I actively listen, mirror back to them what I feel they're communicating, and validate what they're communicating based on their perception and their reality. I'll present the situation back to them with the external components that may have been outside of their perspective. I'll share with them my knowledge, the avenues I can explore to help them, and do my best to keep the communication as amenable and transparent as possible. Show them that you're putting thought into it, exploring all options before reaching an outcome."
This behavioral question assesses your personality and comfort level, especially in a customer facing role. Are you a people person with a positive attitude and outlook on life, or are you more of an introvert who prefers solitary tasks and feels uncomfortable in a more social setting? Interpersonal people typically feel recharged in social settings, and introverts tend to feel quickly drained in them. So, while sharing your philosophy or attitude on what customer service means to you, the assessment vendor will be studying your responses to also determine where your personality falls on this scale.
Focus your answer on your attitude, your communication skills, and the diplomacy, mediation and negotiation it sometimes takes to deliver a positive customer experience. In a customer facing role, you are the representative of their brand, so study their keywords and phrases, and how AMEX defines customer service, and align your values with theirs.
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