How are you proactive in customer service?
"In my current role, I'm the first person clients see and interact with when they come into the facility. I seek feedback in real time by checking in with them frequently to see if they need anything or if I can help in any way. Once I get to know them, I will suggest a product or service they may like based on needs or interests they may have shared with me in conversations. I also send out a survey to all clients every quarter."
"I often read client reviews online regularly and respond to them to ensure a positive experience. I also try to review accounts regularly to catch any errors or outdated information so that it does not cause problems in the future. If we have made a mistake, I immediately notify the client so I can speak to them personally about the issue before they receive a letter or more formal communication about the issue. That also allows them to ask questions or voice concerns in real-time instead of having to call in later."
Equinox Fitness is a customer-oriented organization, and their success depends on happy clients! The interviewer will want to learn more about your attitude and outlook on customer service, so this question probes that further. Demonstrate the value you place on keeping customers happy and give specific examples of how you are proactive in this approach.
