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Give me an example of how you delivered excellent customer service at your last position.

1 of 25 Customer Service Interview Questions and Answers Written by Rachelle Enns

Updated on December 26th, 2018 | Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
How to Answer

The interviewer wants to know that your definition of excellent customer service exceeds minimal expectations. You could talk about a time when you calmed an upset customer or went above the expectations of your role to make a customer want to return.

Perhaps you had a customer dispute and were able to smooth over the issue using your great instinct and friendly disposition. Be sure to close with how happy the customer was when they left. Include any feedback that you received from your supervisor or co-workers afterward.

Here are some ways that you can deliver exceptional customer service:

- Exercise endless patience with challenging customers.
- Use positive verbiage at all times. For instance, instead of saying 'I don't know,' say 'I am happy to find out for you.'
- Actively listen to your customers' needs and be able to repeat them back.
- Have the ability to explain product pricing, so the customer knows what to expect on their bill or invoice.
- Display exceptional product knowledge.
- Ask the customer if you have met their expectations before they leave.
- Smile and maintain positive body language.
- Support your coworkers and encourage a positive workplace culture.

Professional Answer Examples
General
Answer example

"In my last role, as a server, I went above the customer service expectations by introducing myself to each table when I sat them. Having that small personal touch made all the difference. Once the customers knew my name, and I knew theirs, they felt more confident in my capabilities. Over time, I would have customers coming in and requesting a table in my section. It felt nice to make that connection, and the increase in tips was a nice bonus too! After a few weeks, the restaurant manager made this a general practice across all serving staff."

Admin
Answer example

"In my last position, I had a great deal of challenging customers who would call in nearly every day. Although my patience was often tested, I always remained level-headed, helpful, and positive. Becoming outwardly frustrated would have only made the customer feel bad or even upset them, which is something I would never want."

Manager
Answer example

"I ensured the delivery of excellent customer service by training my team to be positive minded and encouraging to everyone around them. Customers can tell when someone wants to help them versus being forced to because it's their job. I created a friendly and welcoming environment which my customers greatly appreciated."

Marketing
Answer example

"Before I close up any client accounts, I will phone my client and ask them if there is anything more I can do to help, and if I exceeded their expectations. On a phone call, I can hear if they are truly excited about the service or seem emotionally flat about their experience. If they do not sound truly elated, I ask for feedback on what I could have done differently. I want to improve at all times and am very good at implementing feedback, which my clients like."

Retail
Answer example

"I showed great customer service by having a great amount of product knowledge. I made sure that I was the product expert so that I could be a wealth of knowledge to my clients. I would never want to say "I don't know" to a customer. I will always find an answer if I don't already have one."

Sales
Answer example

"I ensured excellent customer service in my last role by having regular conversations with my accounts on what they needed, where I was exceeding, where I could do better, and what services they felt they were missing. This active communication meant that I could quickly pivot if a client were not happy with the way their project was going."

Host or Hostess
Answer example

"A customer called to make a reservation for a large group. They were visually impaired and there were two small children in the group. I wanted to take extra special care to provide for their needs, so I informed the server and made notes in the reservation. When the group came in, I was warm and friendly. I made sure they were taken care of."

Ticket Agent
Answer example

"I provided excellent customer service when working as a/an (X position title) for (X company). In this role, I was responsible for (X duties) and one day, (X example providing evidence of your excellent customer service skills)."

Technical Support Specialist
Answer example

"I was working at a large company and one of the employees called our hotline, complaining about a problem with a computer application. Said employee was from the finance department and was having difficulty relaying the specifics of the problem. Since we were getting nowhere, I opted to visit his station instead to expedite the resolution of the problem. He thanked me profusely and since then, we've become buddies."

Barista
Answer example

"I define good customer service as actively seeking out opportunities to give the customer a better experience than they expect. I was working at a restaurant, and one of my customers had a food allergy, a broken wrist, and rowdy kids. I made sure the kitchen was cautious with her food order, and I took some time to entertain the kids. I did my best to make the experience as easy for her as possible. She was pleased with her experience and told my manager too."

Veterinary Technician
Answer example

"I was working at a restaurant and one of my customers had a food allergy, a broken wrist and rowdy kids. I made sure the kitchen was cautious with her food order and I made sure the kids were entertained. I did my best to make the experience as easy for her as possible. She was pleased with her experience and told my manager too."

Written by:

Ryan Brown
Ryan Brown, is the creator of MockQuestions. He has over ten years experience creating interview questions. His website has helped over 10 million job seekers in their interview preparation.
Rachelle Enns
Rachelle Enns is a job search expert, executive headhunter, career catalyst, and interview coach. Utilized by top talent from Fortune companies like Microsoft, General Electric, and Nestle, she helps professionals position themselves in today's competitive digital marketplace. Rachelle founded Renovate My Resume and Executive Resume Solutions, two companies focused on helping job seekers get their edge back. She helps everyone from new graduates looking for their first placement, to CEO's who want more out of their career. Rachelle coaches students to executives on how to master the toughest interview questions and how to handle the most bizarre interview situations; all with confidence and poise. Rachelle trains other career coaches, recruiters, and resume writers, globally. A big part of her job is also spent coaching HR professionals on how to bring the human touch back into their interview and hiring process.
First written on: 04/01/2018
Last modified on: 12/26/2018
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