Describe your customer service experience.
Think back to your past work experience and give the interviewer a detailed description of your customer service responsibilities at each of these positions. The interviewer should have a clear idea of your skillset and the sort of work that you have done beyond what your resume might highlight.
"As the lead hand in a custom design shop, I was the face of the company behind the sales team. The sorts of projects I worked on made it necessary for customers to routinely meet with me after their conversation with the sales team. My experience was generally face-to-face. When I met with clients, it was usually to discuss a timeline for the work and to address the most technical aspects of the work order. More often than not, I was aware of the technical limitations of their idea, so part of my job was to offer alternative ideas that would be realistic without shirking on quality. I learned to skip explaining the overly complex and unnecessary technical aspects, instead explaining the critical aspects they would need to understand. My customer experience was generally collaborative, but as the person helming the project, I was often responsible for educating the customer on the processes that would or would not work."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
At my current job, I have to answer incoming calls, send emails, and chat with our customers in English and French. I handle questions about how to correct problems on the local computer or issues with software like Outlook and Word. I have to prioritize the tickets and do the urgent ones first and then follow up with the customers. I also led customer training and webinars.
Marcie's Feedback
It sounds like you have a lot of customer service experience, which is great. Consider rephrasing your answer like the one below:
I have several years of customer service experience that will help me to excel in this position. I'm passionate about helping customers, and I thrive in fast-paced environments. I'm also a strong communicator, both verbally and through the written word, and I am an active and empathetic listener. In my current role, I answer incoming calls, emails, and chats from customers in both English and French. Most of the inquiries are about issues that customers have with their computers and software like Outlook and Microsoft Office. I'm a quick thinker who easily prioritizes the most urgent issues. I am also detail-oriented and organized, never letting a customer fall through the cracks. I always follow up promptly with helpful solutions. Finally, I have experience training customers and running webinars. I am confident that all of these skills and qualities will help me to succeed in this role.
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