Discuss how you approach explaining complex ideas in simple terms.
As they say at Square, "We make the complex simple." A crucial part of customer service is distilling complex information into relatable language for your clients while ensuring everyone is on the same page. Your interviewer wants to know if your communication skills are developed enough to meet their requirements. Your ability to communicate your ideas impacts how well you work with others, as well as how well you work with their clients, which is a key component of Square's company culture.
"In school, I was often asked what I majored in, which often only raised more questions. This forced me to explain complicated ideas in a way that makes sense to people outside my field. While doing so, I'd ensure that my tone was never patronizing. At first, I had trouble explaining such new concepts in layman's terms and realized I had to do more research to better communicate what I was trying to say. I found that it is almost always most effective to describe complex ideas in simple terms. Keeping myself educated allows me to explain complicated ideas in a way that makes sense to people outside of the industry. Over time, I got better at it and would communicate in a way that would get them excited to talk about it. This would open the door to outside perspectives, and I'd often learn something new from those and place great value on hearing their input."
"In my previous work as a tech consultant, I would echo the language of my clients and adapt to their communication style when explaining things. I'd avoid extraneous details that would only further confuse them, yet remain open to any questions they'd have to assure them of my availability and transparency. Sticking to what was relevant, I'd always strive for straightforward and concise communication with my clients and colleagues. Above all, I focused on listening to my clients and addressing their most pressing needs, pain points, and goals."
