List of 30 Client Services Manager Interview Questions & Answers
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1.
Client services managers work with several different clients. How do you prioritize your tasks across these different clients?
Why the Interviewer Asks This Question
A client services manager must be organized to prioritize tasks. The hiring manager is listening for ways you manage your time and how you set priorities, especially when dealing with last-minute changes.
What You Should Say
Explain that you are not sure what you will walk into every morning and that you establish a plan for the week. Reiterate that the plan is flexible based on how priorities change each day.
Luke's Answer
"To help establish priorities we developed a system that groups customer feedback into different categories- resolving customer queries, improving customer concerns, re-training efforts, and authorizing returns. his has helped me make sure I prioritize the most important tasks first."
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2.
What has contributed to your success as a client services manager?
Why the Interviewer Asks This Question
An effective client services manager must be able to work independently and with supporting departments. The way a candidate answers this question provides additional information as to how they work with supporting departments.
What You Should Say
Provide examples of how you have had the support of the team and upper management to achieve success. Express that you have a growth mindset to improve your skills.
Luke's Answer
"To have achieved the success I achieved as a client services manager I was fortunate to have worked with a great team and manager. Having her as an example of what great leadership looked like, I witnessed how she handled difficult conversations and provided support and guidance to the people that she managed. She was a great sounding board and I felt comfortable asking her questions that related to employees, training, and managing expenses.
When I first joined the team, we had several open positions because there was a hiring freeze. Over time we added staff and provided them the tools and skills to be successful. It was very rewarding for me to work with a team that strived to do their best every day.
As successful as she was, she was always learning and working to improve. I realize how important it is for me to do the same." -
3.
What have you done in the past to earn and build that trust with your clients/customers?
Why the Interviewer Asks This Question
The hiring manager is looking for a client services manager that values business relationships. The way the client services manager interacts and follows through with customers will create long-term relationships.
What You Should Say
When answering, include how you build strong relationships with your clients by demonstrating the company's core values. Client relationships grow with frequent communication.
Luke's Answer
"I have been able to strengthen my client relationships by being consistent in my approach. I leave detailed notes on their account so that any employee that reviews the account has all the information handy. For any follow-up items, I add to my calendar to make sure those are handled."
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4.
Keeping an eye on the competition should be a key responsibility for client services managers, so companies can react and protect customer/client loyalty. What specific steps have you taken as a client services manager to keep up with the competition?
Why the Interviewer Asks This Question
It's important to shop the competition to determine what is going well and what can be improved upon. The company is hiring a manager that will continue to raise the bar to drive revenue and improve the guest experience.
What You Should Say
Provide examples of recent "shops" you have done of the competitive set. Make sure you can identify the comp set, explain details from that shop, and how you incorporated that into improving the customer experience.
Luke's Answer
"Each quarter I conduct "shops" using a recent customer scenario that we just dealt with. It's important to find out what the competition is doing better than us but just as important to find out where we are outperforming them. I provide a detailed report that shows our opportunities to improve through training and examples that our sales team can use as a tactic because we do it better."
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5.
How have you handled an employee that wasn't performing up to standard?
Why the Interviewer Asks This Question
It is expensive to train and hire employees, especially if employee turnover is frequent. The hiring manager wants to hire a client services manager that will hold the team accountable but will make sure that they work with employees before rushing to fire an employee that is not performing to the best of his/ her ability.
What You Should Say
Align your response with your management style. It is important that you demonstrate that you are comfortable holding your team accountable.
Luke's Answer
"I have a habit of carrying a small notebook to jot down notes that I notice during the shift. During pockets of downtime, I'll reference them and have quick, follow-up conversations with the employees. I may use those conversations to improve performance and to recognize good behavior. For example, if I noticed an employee didn't follow the standard when answering the phone, I'll recap the situation and mention that I noticed they didn't answer with the standard greeting and remind them what that greeting is."
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6.
Describe how you built a positive relationship with your team.
Why the Interviewer Asks This Question
It is challenging for a client services manager to join an existing team and lead them. The company wants a manager that will compliment the team but also make it better.
What You Should Say
Having a positive relationship with your team does not happen overnight. Describe specific examples that show what you do on a daily basis to strengthen that relationship.
Luke's Answer
"Regardless of what happened yesterday, every day I come in with the mindset that I will work to earn the respect of my staff that day. I offer support and my team knows I will jump in and assist when need be. Every day I seek out opportunities to catch employees doing something good."
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7.
If you had to pick one, which attribute or skill have you found is the most important when dealing with clients/customers?
Why the Interviewer Asks This Question
The hiring manager is hiring a client services manager that has very good conflict resolution skills, can think creatively, explain technical details with customers, and listen.
What You Should Say
Read through the job description to identify the skills that are required or mentioned frequently. If they are replacing a client services manager those required skills are more than likely what the previous manager lacked.
Luke's Answer
"I would say the most important skill for a client services manager to have is to ensure client satisfaction. I believe this can be achieved in many different ways. The client services manager needs to be able to understand technical details, must be able to listen (especially to an upset customer) and communicate ways to turn the guest experience around."
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8.
For client services managers to deliver the best service to their clients/customers, they need to invest time in their personal development. In what area(s) do you hope to further develop as a Client Services Manager?
Why the Interviewer Asks This Question
A client services manager that is working on self-development will be open to ideas and techniques that will benefit the company too. It is important for the client services manager to learn new technologies and strategies otherwise the company will have a difficult time remaining competitive.
What You Should Say
Provide examples of what you are working on and the reasons why. It is important that these examples will help you become an even more effective client services manager.
Luke's Answer
"Every morning before I head out to work, I'll spend 15 minutes watching a lesson on LinkedIn Learning. Now I am learning more about functions/ formulas on Microsoft Excel. On my way to work, I listen to an audiobook by Ken Blanchard called Raving Fans. It's a parable that teaches ways to identify what a customer really wants and making raving fans service part of the culture."
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9.
Describe a time you had to manage a customer's/client's expectations. How did you go about doing this without negatively impacting the relationship?
Why the Interviewer Asks This Question
To be an effective client services manager, it is important to manage the customer's expectations. The hiring manager wants to know how you would handle a situation in which the customer's expectations will not be met.
What You Should Say
It is important to understand the client's expectations to determine if they are reasonable. When discussing an example, demonstrate how you were able to under promise and over deliver and exceed the customer's expectations during the process
Luke's Answer
"One of our recent customers recently added a fourth phone line and upgraded three phones. We had one phone in stock but the remaining three had to be shipped. When completing the order I told them they would receive them in 7 days. However, as the delivery date was approaching I realized the order wasn't going to ship for another 14 days. As a result, I called the customer, provided a detailed explanation. Most importantly I apologized for the delay and inconvenience this may have caused. The client was appreciative and received their phones 10 days later."
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10.
When hiring for your team, what qualities do you look for?
Why the Interviewer Asks This Question
Many of the same qualities that the company is looking for in their client services manager are the qualities that make up a great team. The hiring manager wants to be sure that you are not just looking at the short term but also planning for long-term growth.
What You Should Say
Examples that you want to include would be enthusiasm, the potential for long-term growth, being a team player, and ambition. Review the job description and identify the qualities they are looking for in their client services manager. If the team lacks some of those qualities they want to make sure the manager has those.
Luke's Answer
"When I interview candidates, I consider many factors such as experience, long-term potential, and coachability. Initially, the quality I am looking for is enthusiasm.
In a customer service position, I have hired some great candidates that came across as friendly and enthusiastic about the work they were doing. In my experience, it has been easier to train an employee how to follow a standard than it is to teach them how to smile."
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11.
What is your greatest achievement as a client services manager?
Why the Interviewer Asks This Question
The hiring manager is listening for any indication that you have the drive and ability to make the company better. There are many metrics that can measure the performance of a client services manager. An experienced manager will explain the difference they made.
What You Should Say
When answering this question provide an example that shows how you were able to make the company better. Provide an example(s) that increased revenue, reduced expenses, or improved customer service scores.
Luke's Answer
"I took the initiative and improved our onboarding process. I realized there were opportunities to make it better and with the support of my direct supervisor, we did that.
Before an employee started, we made sure their uniforms and nametag were ordered. On day one, we had an organized tour of their work area and all new hire paperwork was completed. A couple of days prior to the candidate's first day we called them to let them know how excited we were that they would be joining the team in a few days and remind them to bring the proper forms of ID and a voided check.
We continue to make additional improvements and since we revamped the onboarding process we reduced employee turnover by 15% over last year."
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12.
These days analytical skills are important for most jobs. Explain how you would utilize your analytical skills as a client services manager.
Why the Interviewer Asks This Question
The hiring manager wants to know how you analyze and interpret data. This question provides insight as to how you take existing data and use it to improve the customer experience.
What You Should Say
When answering this question, provide examples of the different types of data you review and how you use the data to improve the operation. Provide examples that demonstrate your problem-solving skills.
Luke's Answer
"For day-to-day management, I review business reports to identify common themes. When reviewing the reports with the team, I specifically look for ways that improve revenues or decrease costs. Recently we revised a training process that reduced customer complaints by 10%."
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13.
What experience do you have managing a team?
Why the Interviewer Asks This Question
The interviewer wants to know the type of experience you have managing people. A client services manager will be handling many tasks, including holding your staff accountable.
What You Should Say
When answering explain the different size teams you managed. If you have limited experience managing staff, provide an example of how you resolved customer concerns and followed up with the supporting departments.
Luke's Answer
"I have experience managing teams as small as two people to fifteen people. Most of my experience involves working with support staff to make sure a customer's concern was rectified."
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14.
Describe the processes you have employed to ensure all client/customer feedback is communicated back to the right people in the company?
Why the Interviewer Asks This Question
The hiring manager wants to know how and when you communicate positive and negative feedback. The hiring manager is hiring a client services manager that is proactive to resolve customer concerns.
What You Should Say
Provide examples of how you have communicated customer feedback to the appropriate department. Provide examples of written communication such as email and verbal such as over the phone or in person.
Luke's Answer
"Every morning I review the log from the previous day and all of our social media channels. I take the reviews and compile them based on the department. I send them to the appropriate manager and include pertinent information that can help the manager learn more about the situation. It's nice to see many positive reviews come through and I make sure those are included too."
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15.
What is the main method of customer or client feedback you have utilized as a client services manager?
Why the Interviewer Asks This Question
The hiring manager wants to get a better understanding of the customer relationship management (CRM) software system you have experience with and if it is comparable to what they use. The hiring manager is anticipating answers that show the candidate is not intimidated by new technology.
What You Should Say
Review the job description to determine what software they use because it will probably be listed in the required skills section. If it's a system you have not used or are familiar with, do your research.
Luke's Answer
"We recently replaced our existing CRM with Salesforce. The training was thorough and the implementation was well done. A couple of weeks after the training, I was invited to participate in a focus group that helped improve the efficiency of the system. I was thrilled to have the opportunity to make the system better."
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16.
How do you remain aware of your clients' needs, thereby avoiding decreased customer satisfaction?
Why the Interviewer Asks This Question
One important skill is to listen to what the customer is saying. The hiring manager is looking for answers that include active listening, asking questions to learn more about the situation, and taking detailed notes.
What You Should Say
When answering this question, provide examples of how you have learned of your client's needs while improving the guest experience. In other words, demonstrate how you were able to turn a negative experience into a positive one.
Luke's Answer
"Most of my interactions with my clients are over the phone. I review recent purchases and I am able to determine which orders are potentially going to be delayed. I'll take a proactive approach to notify the client and explain the reasons for the delay and when it is expected to arrive."
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17.
Describe a time when you found an opportunity to offer additional services/products to the client/customer to further strengthen their relationship with your company.
Why the Interviewer Asks This Question
It's great to go above and beyond for the clients. Many businesses encourage this as long as the benefit outweighs the cost.
What You Should Say
When describing your example make sure it is reasonable under the circumstances. It shows good judgment that you want to delight a guest and are aware of the cost implication of doing so.
Luke's Answer
"I remember speaking with a customer that ordered the wrong item but was having difficulty canceling it online. She was able to order the correct item but felt the cancellation process was too cumbersome.
As I was walking her through the process, I heard her baby crying in the background and causally asked her questions. I learned that the baby girl was just getting over a cold and was fussy because it was time for a nap.
After I helped the customer cancel the order I arranged to have a baby onesie mailed to the customer with a personalized note from me. She was delighted and called to tell me she is a fan for life." -
18.
Is there a time that you had to persuade the client/customer that one of your company's products/services would NOT effectively meet their needs? Explain how you went about persuading them and what solution, if any, you offered.
Why the Interviewer Asks This Question
It would be an ideal situation if every product the company offered met every potential customer/ client's need but that is not the case. The hiring manager is looking to hire a client services manager that will use their best judgment and offer a better solution.
What You Should Say
This question is a great way to show that you value long-term relationships with your clients/ customers by how you respond to this question. Instead of making a quick sale that you know does not meet their needs, you provided an alternative that did.
Luke's Answer
"I was speaking with a potential customer I realized some of the key features they were looking for were not all available on the current version. Even though the newer model was slightly more expensive I reminded the customer of the features they wanted. I suggested they might be disappointed purchasing the current version and if they were still on the fence to look at the recent reviews."
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19.
Describe a time you had to deal with a difficult client/customer. What did you do to deal with the situation without harming the relationship?
Why the Interviewer Asks This Question
Over time a client services manager will deal with dissatisfied customers/ clients. A client services manager that doesn't take these situations personally and will take the initiative will set the company apart from the competition.
What You Should Say
Discuss an example that shows the steps you turned that situation around and exceeded the customer's/ client's expectations. This is a great opportunity for you to show how you showed the client/ customer empathy and how you followed through.
Luke's Answer
"Unfortunately not every customer is 100 % satisfied with their experience. In our training program, we encourage our associates to escalate any dissatisfied customers/ clients to our department. This helps our line staff by giving them an outlet but it also gives my team the opportunity to speak to them in an attempt to exceed their expectations. From my experience, the client/ customer realizes that they have been listened to and their concern is just as important to us to fix."
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20.
Having close relationships with clients/customers, client services managers would be a valuable asset to growing a company's products/services. Have you ever contributed to the development of a new product or service for your company?
Why the Interviewer Asks This Question
A client services manager has the benefit of interacting with customers/ clients and receiving positive and negative feedback.
The hiring manager wants to know what steps you take to share that feedback to improve the business.What You Should Say
Even though you may not have helped develop the next top-selling item provide an example that shows how you shared customer/ client feedback to improve a system, process, or procedure. Provide an example that you incorporated into new hire training.
Luke's Answer
"Being a client services manager, I receive feedback regarding our products and services that I consistently share with my manager weekly. During one of our meetings, we changed an internal process that made it easier for our employees to approve any returns up to $250 without a manager's approval. That change empowered our employees and freed up our supervisors to handle other tasks."
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21.
What do you consider good customer service? And can you provide an example of how you made it better?
Why the Interviewer Asks This Question
Many companies differentiate themselves from the competition by the customer service they provide. A client services manager must be able to define what that looks and feels like.
What You Should Say
For this question, review the job description to determine how they want the client services manager to improve the customer experience. It may mention developing surveys to gauge feedback or conduct customer service training sessions.
Luke's Answer
"To provide good customer service I believe the client services manager must know the product so they can confidently explain it to the customer. Have a positive attitude, especially when dealing with difficult customers, and have the ability to problem-solve and respond quickly. In terms of improving customer service, I worked with different departments to enhance our training program. We focused on teaching empathy skills when talking with customers over the phone."
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22.
What do you enjoy most about working with clients?
Why the Interviewer Asks This Question
The hiring manager is listening for answers that indicate what you enjoy most about this position. The way you answer this question may shed light on your management style too.
What You Should Say
This is a great opportunity for you to show your enthusiasm for the position. Provide insight as to what you find rewarding about working with clients or customers.
Luke's Answer
"In my current role, I work with clients that need some form of assistance, whether that be with product knowledge, a return, or discussing feedback. What I enjoy most is when one of our employees escalates an unhappy client and provides them with my contact info. It gives me an opportunity to resolve a situation before the client writes a bad review. I particularly like the challenge of turning their experience around."
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23.
Describe how you handled conflict within your team.
Why the Interviewer Asks This Question
Managing different personalities can be challenging, especially for a client services manager that has limited management experience. The hiring manager wants to know about your experience dealing with employee conflict and the steps you took to handle it.
What You Should Say
Demonstrate you use good judgment when handling this type of situation. Demonstrate that you possess the leadership skills necessary to handle this type of situation.
Luke's Answer
"I had an employee that didn't believe a newly hired employee was trained properly. I spoke with the newly hired employee and reviewed the documented training plan that was signed and in his file. During his next shift, I observed his performance and provided on-the-spot coaching to improve his performance. I put a note on my calendar to follow up with the employee, the one that expressed concern, to make sure she had noticed an improvement in the other employee's performance."
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24.
Why are you the best candidate for this position?
Why the Interviewer Asks This Question
The way you respond to this question provides additional information as to what you believe your strengths are. The hiring manager wants to hire a candidate that has the experience required but is also growth-driven to improve their own skillset.
What You Should Say
When answering this question take a confident but humble approach. Review the job description and identify the skills that define their ideal candidate.
Luke's Answer
"I noticed in the job posting that you are looking for a client services manager that has 5+ years of experience managing a team of at least 15 people.
I do have that experience and am confident that my communication and leadership skills make me a good fit for this role." -
25.
How would you describe your management style?
Why the Interviewer Asks This Question
The hiring manager wants to know what style you use to motivate your team and hold them accountable. The client services manager that joins the team will need to compliment the team and make it better.
What You Should Say
You will want to align your style with the culture of the company and with the job description. To achieve results, express that your style is firm, fair, and consistent.
Luke's Answer
"I describe my management style as a coach. I set the expectations with the team, make sure information is communicated timely, and do my best to keep my team motivated. I find ways to recognize the positives in each day and provide guidance to make sure we are working towards achieving our goals."
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26.
Describe how you have initiated an incentive program for your staff.
Why the Interviewer Asks This Question
The hiring manager is asking this question to learn other ways you motivate staff to improve results. If the program did not achieve results, what steps were taken to improve it?
What You Should Say
Explain how you developed the program and submitted it to your boss for approval. Even though incentive programs don't guarantee results, it shows that you took initiative to develop, implement, and track results.
Luke's Answer
"During my first year as a client services manager, I put together an incentive contest to improve the customer service.
In my proposal, I established a minimum score of 90% for the overall customer experience and defined the prize in the form of a gift card. Putting together that proposal taught me how to present it to upper management and think about the results I wanted to achieve. The program is still in effect."
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27.
What steps do you take to implement changes?
Why the Interviewer Asks This Question
For this role, it is important for the client services manager to get approval from upper management. The hiring manager wants to have confidence that you have the skills to implement changes when required.
What You Should Say
This is a great way for you to show your critical thinking and analytical skills. Sometimes a less experience manager will make a change quickly without getting approval or the ramifications of making a change.
Luke's Answer
"When making a change I analyze the process to understand the reasons we are making the change. I determine how that process will improve the business overall. Once I have the appropriate approval, I develop a plan for execution. It's important to include the benefits for the employees too."
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28.
Tell me about a recent stressful situation and how you handled it.
Why the Interviewer Asks This Question
The role of the client services manager can be stressful at times, especially when dealing with upset clients or customers. The ideal candidate has the ability to remain calm and make good business decisions.
What You Should Say
A great way to show you can maintain your composure during stressful times is to include an example. If you didn't handle stressful events well when you first became a manager explain how you have grown since then.
Luke's Answer
"When I first became a manager, I used to take a dissatisfied customer's comments personally and struggled to make the situation right. I realized that I needed to improve and asked one of the senior managers, that handled these situations with ease, for feedback. It was as if a lightbulb went off when he told me not to take a customer's feedback personally. Reminding myself that customer is sharing feedback keeps me calm when making the best decision."
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29.
Tell me about a time when you received poor customer service.
Why the Interviewer Asks This Question
The hiring manager asks this question in this way because some candidates have a difficult time defining what a good customer experience should be. The hiring manager wants to hire a client services manager that understands what a poor customer experience can be and what they would do to fix it.
What You Should Say
Choose an example that closely is related to the company you are interviewing for. Include how you would have handled it if you were the manager.
Luke's Answer
"Recently my car engine light came on and I took it to my local mechanic to have it looked at. Two days later they still hadn't called me and I learned that they hadn't even touched it. Every time I wanted an update, I had to call the shop. A week later it still wasn't fixed and had it towed to the local dealership. If I was the service manager, I would have made sure I had open communication with the customer. I would have provided an explanation and let the customer know when I would be in contact. I'd make sure I had it on my calendar to follow up."
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30.
What is the last skill you learned?
Why the Interviewer Asks This Question
Typically when this question is asked the hiring manager is differentiating the applicants that have the internal drive to grow and develop. An applicant that is not improving their skills will not improve the company as much as an applicant that is working on becoming a better manager.
What You Should Say
Review the job description again to determine what skills the company is looking for in their client services manager. Focus on one skill and explain why you are learning it and the steps you are taking to get better.
Luke's Answer
"My focus right now is improving my written communication. My staff works different shifts and I'll communicate through email to make sure the team is well informed. However, sometimes my staff perceive the email differently than I expected them to. I am an avid reader and reading a couple of books that will help me make sure my written message is clear and concise."