30 Client Services Manager Interview Questions & Answers
Common
1. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
1st Answer Example
"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."
Written by Luke Duggan on January 12th, 2022
Common
2. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
1st Answer Example
"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."
Written by Luke Duggan on January 12th, 2022
Common
3. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
1st Answer Example
"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."
Written by Luke Duggan on January 12th, 2022
Common
4. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Common
5. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Common
6. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Communication
7. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Compatibility
8. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Compatibility
9. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Conflict
10. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Customer Service
11. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Customer Service
12. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Customer Service
13. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Customer Service
14. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Discovery
15. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Discovery
16. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Leadership
17. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Leadership
18. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Leadership
19. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Leadership
20. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Leadership
21. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Management
22. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Operational
23. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Operational
24. 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?
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Performance Based
25. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Performance Based
26. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Performance Based
27. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Performance Based
28. 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.
Written by Luke Duggan on January 12th, 2022
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
Written by Luke Duggan on January 12th, 2022
Situational
29. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022
Situational
30. 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.
Written by Luke Duggan on January 12th, 2022
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.
Written by Luke Duggan on January 12th, 2022