30 Customer Service Manager Interview Questions & Answers
Table of Contents
- 1. Accomplishment Questions
- 2. Behavioral Questions
- 3. Compatibility Questions
- 4. Critical Thinking Questions
- 5. Customer Service Questions
- 6. Diligence Questions
- 7. Direct Questions
- 8. Diversity Questions
- 9. Experience Questions
- 10. Job Satisfaction Questions
- 11. Leadership Questions
- 12. Management Questions
- 13. Problem Solving Questions
- 14. Teamwork Questions
Accomplishment
1. What has been your most quantifiable achievement as a Customer Service Manager, this year?
How to Answer
When the interviewer asks for a quantifiable achievement, they are looking for a precise response with measurable numbers and impact. Perhaps you have boosted employee retention in the past year, or maybe you have significantly increased customer satisfaction points. Talk to the hiring authority about your most significant achievement as a Customer Service Manager, offering up as much detail as possible.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"My most quantifiable achievement, although not in a leadership function, was to digitize our customer files. Over the past sixteen months, I have been taking the information in our client files and properly inputting the information to ensure a seamless experience for our customers. Not only do we receive around 30% fewer customer complaints, but our productivity is up. Now, each customer service rep spends approximately 6 minutes with each customer as opposed to 10 minutes."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"I am very proud to say that, since taking over as the Customer Service Manager six months ago, my team has maintained a 96% satisfaction rating in the customer care department. Previously, the satisfaction rating was only 72%. I skyrocketed satisfaction numbers by re-engaging my team through small rewards, verbal recognition, and fun performance-based initiatives within the service department."
Written by Rachelle Enns on February 26th, 2021
Behavioral
2. What will you do if an employee is not meeting their goals?
How to Answer
The interviewer would like to know how you handle under-performing employees. Discuss how you treat employees who are not meeting targets and company expectations. Be sure to highlight your management style and overall approach when it comes to managing under-performing employees. You can achieve this by providing a story-based example of a time when you handled a situation with an underperforming team member.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"If someone on my team is not living up to their expectations, I will have a chat with them before things become too far gone. I want to let them lead the conversation by asking, 'Why do you think I asked for some time today?' I believe this will help the person to open up about being disappointed for falling short of their goals and offer up suggestions on how they think they can improve."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"Individual coaching is a large component of my role as a customer service manager. I will find out what is preventing that associate from meeting their goals and work with them to overcome those challenges. Perhaps something is going on outside of work, or they did not receive training to feel properly equipped to exceed their goals. Once we identify those items, we will formulate and execute a plan to get them on track."
Written by Rachelle Enns on February 26th, 2021
Compatibility
3. What type of employees do you find challenging to manage?
How to Answer
The interviewer would like to know more about the types of employees that you find challenging to manage. As a manager, you will guidea great variety of personality types throughout your career. Discuss with the interviewer the types of personalities that you find most challenging to manage, and why.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"I believe that my biggest challenge would be the employee who has no interest in being a team player. I can handle almost any personality or quirk, but if you're not motivated to help the team for the greater good, this not only bothers me on a professional level but also, I find it quite hard to coach."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"Every employee brings their challenges and strengths to teams. It is difficult to manage associates who are disinterested or resistant to engagement with the team. Luckily I do not encounter this often. The people who I have led are motivated and hardworking."
Written by Rachelle Enns on February 26th, 2021
Compatibility
4. Describe your management style, and how it will align well with our company's philosophy.
How to Answer
The hiring authority is looking for clues that you are the right fit for their organization in terms of customer culture and your management philosophy. With questions like this once, you must take the time to comb through the company website and learn everything you can about their mission and values. Be sure that your answer aligns nicely with the goals of the interviewing company.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"I am to be a manager who empowers my team, allowing them to make smart and mutually beneficial decisions when it comes to customer interactions. Your company's philosophy is 'go above and beyond at every turn.' This philosophy is something that I abide by in all aspects of my life, whether it be personal or professional. I am eager to apply my management style here as I feel it will be a stable fit."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"I describe my management style as approachable, friendly, and encouraging. I feel that when my team knows to come to me with questions, concerns, or additional training that they will get what they need to feel empowered. In turn, this translates to a much fuller, more positive customer experience. I read on your company website that knowledge, service, and transparency are the three pillars to the success of your company and team. I come prepared to uphold those pillars as they resonate deeply with my management style and customer service philosophy."
Written by Rachelle Enns on February 26th, 2021
Critical Thinking
5. As a manager, what do you think of when a team member says they do not like 'micromanagement'?
How to Answer
One often overused phrase from employees is 'I don't like micromanagement.' As a manager, you must be able to take phrases like this and unpack them, ensuring you and your team members are on the same page.
Micromanagement is the practice of carefully observing or controlling the work of your employees or team members. Employees rarely look at micromanagement through a positive lens. Show the interviewer that you are capable of handling a conversation surrounding micromanagement.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"When I was a junior retail sales representative, I experienced a floor manager who watched my every move and micromanaged me. It was unnerving and did not help my performance. For this reason, I would first ask my team members what their experiences have been in the past, related to micromanagement. It's important that, as a Customer Service Manager, I am on top of everything; however, I will never make a staff member feel they are not trusted. Instead, I would explain that I prefer to coach and mentor and make myself openly available for help and learning opportunities."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"To me, micromanagement can be either good or bad depending on the approach and tone. However, to most employees, micromanagement is uncomfortable and makes them feel like there is no trust. If an employee or candidate tells me they do not like micromanagement, I will ask them to describe what the term means to them and give me an example of a time when they felt micromanaged. If someone needs micromanagement to perform, they are likely not in the right job. We must be on the same wavelength when it comes to ways they wish to be managed and motivated."
Written by Rachelle Enns on February 26th, 2021
Critical Thinking
6. When you are ready to promote a team member, what factors to you consider?
How to Answer
As a Customer Service Manager, you may have the authority to promote your top-performing team members. The interviewer wants to know that you are skilled when it comes to recognizing the accomplishments of others and discerning when that performance deserves a reward. Think back to the people you have promoted recently. Try to uncover common factors that made these employees successful.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"I know that I have earned a promotion when I have built a steady history of showing up for my team, being reliable, exercising good judgment, and positioning myself as a positive-minded team member. These are all factors that I would look for when considering granting a promotion. I am also highly analytical, and I would look to performance metrics as well."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"When I feel it may be time to promote a team member, I take a multi-faceted approach. I look at their attendance and reliability, as well as their performance metrics of the past 6-12 months. I look at the feedback they have received from their peers as well as what our customers are saying. I also make sure they are professionally ready for more responsibility, and most of all - that they want the promotion."
Written by Rachelle Enns on February 26th, 2021
Customer Service
7. How do you go about requesting feedback from your customers?
How to Answer
Some organizations do customer satisfaction surveys; some have forms on their website or send out short service-based questionnaires by email. Other companies do not collect insights at all. Talk to the interviewer about your desire to obtain customer feedback, and why it is critical to you and the success of your team. Be sure to mention the methods you have leveraged in the past, to collect valuable customer feedback.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"Being new to my career in management, I have never formally collected or analyzed customer feedback; however, as a customer service representative, I am well aware of the importance of understanding what your customers are saying. I would want to know what they love, what they want more and less of, and how I could improve their experience every time. Could you speak to me further regarding the steps your organization takes to collect critical customer data and feedback?"
Written by Rachelle Enns on February 26th, 2021
Answer Example
"My current organization is small, and we do not have an existing process for capturing and analyzing customer service data. In our business, we have every customers' email and phone number. Once a month, I select a handful of customers that I call directly. The remainder, I send out an auto-email. I ask questions such as 'would you recommend our store to others? and 'on a scale of 1-10, how satisfied were you with your overall experience?' I also leave room for open-ended questions such as 'what could we do differently, on your next visit?' Once I have compiled some valuable data, I will present it to my team in our monthly meeting. We brainstorm ideas for improvement and move forward from there. If I receive consistently negative feedback on one particular team member, I will offer further coaching or take corrective action in a one-on-one setting."
Written by Rachelle Enns on February 26th, 2021
Customer Service
8. How do you feel about saying 'no' to a customer with unreasonable requests?
How to Answer
In a customer service focused role, you have likely come across some pretty crazy requests from customers! The interviewer is interested in knowing where you draw the line when it comes to outlandish claims or needs that you cannot deliver. Give an example of a time when you had to say no to a customer. Assure the interviewer that you are happy to accommodate anyone within reason.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"In retail, there will be customers who want you to deliver the impossible. I am down for a challenge; however, there are some things that I cannot do. I had a client demand that we extend our size range for the upcoming season. I explained to her that collections and production did not work that way, and were often multiple seasons in the works. She thought I could call the corporate head office and get it done. This instance is one example of a significant customer service request that I have not been able to meet. I was able to educate the client a bit, so I was able to gain something from the interaction, as well."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"Naturally, as a customer service manager, I want to say yes as often as I can. The odd time, I do have to say no to a client. I recently had a customer make a demand for our product in a color that we do not produce. The request to add color to the production line would have cost our company $56,000 on a $1,000 product. As you can see, it made zero sense. I offered the customer the choice of our eight existing colors and let her know that I would bring the request up at our next board meeting to see if we could consider the addition down the line. Later, I trained my team on how to handle requests like this, which I feel empowered them further."
Written by Rachelle Enns on February 26th, 2021
Customer Service
9. What customer engagement strategy is the most rewarding for you?
How to Answer
Customer engagement means encouraging conversation, feedback, and shared experiences from your client base. Share with the interviewer the types of customer engagement you have experience in, and in which methods you prefer to train your staff.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"I believe that reading the feedback left by customers on social media will be an excellent way to pivot our service and engagement strategy when needed. Whenever possible, I will contact customers directly to let them know that we took their suggestion to heart and are making changes."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"Training my team to do whatever it takes to right any wrongs, and having that mantra public on our website, has done wonders for our customer engagement. Approaching our errors with openness and transparency is another very effective strategy for our business. I started my career at a call center that made customer service their complete obsession. Everything was for the customer, and then the bottom line came second. They did not track call times, nor have major consequences for going off-script. All they wanted was a happy customer in the end. This strategy worked well for me, and I appreciated their tenacity when it came to customer engagement. I like t take this strategy and mindset with me now, as a customer service manager."
Written by Rachelle Enns on February 26th, 2021
Customer Service
10. How do you define good customer service?
How to Answer
Excellent customer service goes beyond doing as expected, and it's more than having a smile on your face when the customer is looking. Excellent customer service means that you actively seek out the opportunity to deliver more than the standard. It means thoroughly listening to your customers when they tell you what they need.
Be sure to echo the jargon used on the company website and social media accounts when it comes to keywords related to their customer service mantra. Keep your answer brief, but ensure that it packs a punch.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"I define good customer service as actively seeking out opportunities to give the customer a better experience than they expected to receive. If we can change our customer's day, for the better, then my team and I have done our job in delivering exceptional customer service."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"Ensuring that my customers are satisfied with their experience every time. That is what good customer service means to me. This level of service may mean bending the rules a touch to deliver what they need. For instance, I will extend the return policy by a reasonable amount if it means a happy customer who will give a solid review."
Written by Rachelle Enns on February 26th, 2021
Customer Service
11. What type of formal customer service training have you delivered?
How to Answer
The interviewer would like to know about any formal training you have delivered, related to customer service. This training could include a robust onboarding plan for your new customer service reps, any on-the-job training you provide, courses you enroll your team in, or even books that you give to your staff to help them grow professionally.
Show the interviewer that you have an interest in bettering your customer service team, and yourself along the way. This question is a great time to ask the interviewer about their company-specific customer service training approach.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"I am newer to my management career, so I cannot say that I have formally delivered any customer service-specific training. I would be happy to take any train-the-trainer courses that you recommend and would love to hear more about your specific training program."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"I have received and given robust customer service training throughout my years in management. In my current role, I teach my new employees the basics of customer service excellence, including building rapport, active listening, identifying opportunities to exceed expectations, and service with a smile. Could you share with me your favored approach when it comes to training customer service teams?"
Written by Rachelle Enns on February 26th, 2021
Customer Service
12. In your most recent position, what was the most common customer service issue you addressed?
How to Answer
When the hiring authority is aware of the types of service issues you commonly come across in your current role, they can more easily assess what you will be ready to handle in your upcoming position. Speak about the customer service issues that most often come across your desk, and what you do to repair disputes and improve customer service related scenarios in the future.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"In my first job out of university, I was a server at a popular steak house. I heard many customers complain that their food took too long to come out. Noticing this, I would encourage the customers to have a cocktail and an appetizer and get their steak order to the kitchen earlier rather than later. I learned how important timing was for the kitchen and all the other staff. My system worked very well, and eventually, other team members started to time their tables in a similar way."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"The most common customer service issue I have come across in my current role is customers waiting too long in line. Due to budget cuts, we have been understaffed for quite some time now, which often means longer wait times. To help resolve this, I jump in during peak times. I help at the tills to bag items, chat with people, and create an overall collaborative vibe. My efforts have alleviated the situation significantly, and customer complaints have dropped approximately 15%."
Written by Rachelle Enns on February 26th, 2021
Customer Service
13. Tell me about the latest customer service approach you have implemented.
How to Answer
Today, customer service must go far past 'service with a smile.' Customers are demanding more out of their experiences and interactions. The hiring authority wants to see that you have inventive methods for implementing top-notch customer service initiatives. If you have not had the opportunity to implement any ideas, speak about ways you believe you could make an impact on customer service results, as a Customer Service Manager.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"I have some definite ideas when it comes to creating positive customer service experiences. I like acknowledgment by the customer service reps, quite quickly after I enter the store. It's also essential to have a normal conversation rather than feeling 'sold to.' I also want to feel confident that the person helping me is knowledgable. I want to train my future service team on respect, reassurance, and responsiveness. The 3R's mean having respect for the customer, with the reassurance that you know your product, and responsiveness in regards to all questions, queries, and needs."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"With the growth of e-commerce, so much business is redirected to online ordering experiences, away from brick and mortar companies. This shift means that we need to work extra hard to make the in-store customer experience a stellar one. For this reason, I initiated a customer experience training for each of my employees to attend. The training was a three-hour workshop that taught all about using positive language, coming up with unique but simple ways to impress customers and the importance of engaging with everyone they meet in a day. Since implementing this training initiative, our positive customer feedback rates have skyrocketed."
Written by Rachelle Enns on February 26th, 2021
Diligence
14. Who do you look to for advice on customer service, leadership, and best business practices?
How to Answer
Every leader should have at least one stable influence that helps to guide their leadership approach. For you, as a Customer Service Manager, this could be a supervisor of the past or present, a business-minded author or influencer whom you admire, or someone who has mentored you along the way. Discuss who you look to for advice and influence, and mention at least one crucial thing you have learned from them in the past.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"Initially, I will look to my management team as well as the company training and resources available to me. I will also lean on what I learned as a student, obtaining my degree in business management. As I grow in my role and require more variety in my learning, I will look to podcasts and audiobooks, which are among my favorite ways to learn and gain new skills."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"I have a few positive influences that I lean on when it comes to business and leadership. When I first began my career in customer service, I had an exceptional manager who taught me the value of the customer and how to extend my patience in trying situations such as customer disputes. Today, I read a lot of business books from esteemed business authors such as Robin Sharma and Jim Collins. Most recently, I learned the differences between what makes a person a good manager versus an impactful leader. The differentiators include being willing to pass the torch, actively grow my teams' skills, and accept when I take a misstep as a leader."
Written by Rachelle Enns on February 26th, 2021
Direct
15. As a Customer Service Manager, you will be teaching and coaching on our organizations' culture. What do you know about our company culture?
How to Answer
The hiring authority wants to see that you have adequately researched their organization before your interview. Company culture and fit is a critical factor when considering a placement in management. Assure the interviewer that you have put thought, research, and consideration into how the company culture will work for you and how you will encourage a good vibe within your new team.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"Your stores are well known for encouraging continued education opportunities and offering advanced training to all who are interested. I appreciate your focus on employee development and cannot wait to promote this enthusiasm with my team."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"I know what I have read on your website, and reviews on LinkedIn and other employee review sites. Your websites' information was very appealing, and spoke a great deal about inclusivity and continued training opportunities. It seems your company goes above and beyond to offer employees chances to grow. Overall, I feel comfortable with your organization and the information you have shared with me here today, and the details that I discovered through my research. I am eager to promote your corporate culture to every team member that I lead in this Customer Service Manager role."
Written by Rachelle Enns on February 26th, 2021
Diversity
16. When have you been a leader to a diverse group of people?
How to Answer
Diversity and inclusion are among the hottest topics in the workplace and company culture today. The hiring authority wants confirmation that you are accustomed to environments embracing a broad range of people. Show the interviewer that you have exposure working with or leading a diverse team of individuals. Assure the interviewer that you can handle an environment that offers diversity.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"I have worked with diverse groups of people most of my career, including my time at University. although these experiences were not in a leadership function, you can be sure I am most comfortable, and happy, in a diverse environment because it offers a great learning opportunity to everyone involved."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"I would say that every company I have worked for has valued diversity. This diversity and inclusion is a core value that I seek out when looking to join an organization. Working with people from all walks of life helps shed different perspectives and identify potential problems faster. In my current role, I manage a team of 25 people, all with a unique background and story. It's this diversification that allows our team to be effective when serving others. We all have unique and valuable perspectives and personality types."
Written by Rachelle Enns on February 26th, 2021
Experience
17. Have you ever worked with a CRM or client management software?
How to Answer
This question is a simple one to answer if you have a good memory! Before your interview, you should jot down the names of all the software and programs that you have used in your current and previous roles. Be prepared to discuss the tools with which you are most experienced. Once you have this list, you can also add these details to your resume.
Some of the most popular CRM's include:
- Zoho
- Oracle
- HubSpot
- Salesforce
- NetSuite
- Microsoft Dynamics
Written by Rachelle Enns on February 26th, 2021
Entry Level
"I am savvy on our point of sale systems but have not worked with a specific CRM in the past. If you would like to share with me the programs you use here, I would love to take the initiative and watch some online tutorials on the program."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"I have approximately two years of experience with Zoho CRM, and it's Google integration. I see in your job posting that you use Salesforce, which I am confident that I can learn quickly and then train my new team members on the foundations of its use. I am a quick study and am confident I could learn to navigate your system quickly."
Written by Rachelle Enns on February 26th, 2021
Experience
18. Have you ever helped to implement a significant company change in one of your past roles?
How to Answer
The interviewer would like to know that you can take initiative in the workplace and that you are happy being an engaged part of your company and team. Perhaps a new company policy was coming into place, and you helped to execute some changes. Maybe a new employee benefits program was introduced, or new software was implemented. In your example, be specific about what you did and the impact your actions had - whether short or long term.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"Last month our company introduced a new software program. I was already familiar with the program because I had used it in a previous job. I offered to do employee training on the program, and my boss agreed to it. I took a lunch hour to give my presentation and then offered myself as the subject matter expert, moving forward. The implementation went very well, and my boss was thankful for my help."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"In my current position, I reorganized an important part of the sales process. The process went from a free-for-all where customer service reps were assigned randomly to a streamlined process. Not only did this change create a more organized team mentality, but the reps felt more dedicated to the service calls assigned to them. Our customer satisfaction numbers increased by nearly 35% in the first three months."
Written by Rachelle Enns on February 26th, 2021
Experience
19. What has made you ready for the responsibility of being a Customer Service Manager?
How to Answer
The interviewer would like to know that you feel ready for the responsibility of being a Customer Service Manager. Discuss with the interviewer all of the things you have done to prepare you for this opportunity. Be sure to draw out specific responsibilities from the company's job description for which you are particularly prepared.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"I have spent the past eight months reading leadership books and have taken two leadership workshops in that time frame. I have never felt more ready to take on the responsibility of leading a team."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"I have eight years of experience in supervisory and assistant management responsibilities in a retail and hospitality environment. I have led large teams through complex projects and am ready to take the next step in my career. The responsibilities of this customer service manager role align well with my past experiences and my education in hospitality management."
Written by Rachelle Enns on February 26th, 2021
Job Satisfaction
20. What tools do you and your team need to deliver excellent customer service?
How to Answer
The interviewer would like to set you up for success, should you be the successful candidate. You could use many tools to excel in your job but remember - the most vital tools you have are an excellent attitude and the support of an enthusiastic team. Discuss with the interviewer what you think you will need to deliver exceptional service to their clients.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"To deliver the best to our customers in regards to service, I would like my team and me to have a solid process in place for processes, deadlines, expectations, and training. The more organized we are, the better we can deliver exceptional service to our customers."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"Thank you for asking! To deliver the best customer service, I appreciate having solid customer guidelines to follow. I perform best when expectations are well laid out for myself and my team. Another critical factor in delivering exceptional customer service is great training. The better I know the products and systems within the organization, the more wholly I will be able to help my customers and train my team."
Written by Rachelle Enns on February 26th, 2021
Job Satisfaction
21. What is your favorite aspect of being a leader?
How to Answer
It's time to show the hiring authority that you have a genuine passion for leadership! Perhaps you are a people person who loves to motivate and encourage your team members. Maybe you enjoy helping others identify their strengths. Chances are, you thrive on assisting others to work towards accomplishing their professional goals. Whatever you enjoy most, be sure to tell the interviewer that you plan to be a passionate customer service leader within their organization.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"I enjoy helping other people reach their full potential, which is why this leadership opportunity appeals to me. Seeing someone grow and flourish in their work is very satisfying. I desire to make a positive impact on the lives of others, and this customer service management position will allow me to make a difference."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"To me, the best part of being a leader in the customer service industry is the opportunity to teach and train others in high-impact service approaches. I am a confident individual, so guidance and leadership appeal to me, especially when I can introduce new methods for delivering top-notch customer service."
Written by Rachelle Enns on February 26th, 2021
Leadership
22. What characteristics or events do you believe have contributed towards your success as a leader?
How to Answer
It's one thing to be successful as a manager, but it's another to be aware of what creates your success, ensuring that you can repeat the process. The interviewer wants to know why you think that you are a successful leader. Talk to the interviewer about the variety of factors that you think have to lead you to your success so far.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"I have behaved like a leader since childhood. I was the go-to person on school projects and the student that teachers would ask to sit with the new kid. In high school, I was the captain of our tennis team. I have carried this natural interest in leadership into my adult life and I look forward to carrying this pattern into my role with Company ABC."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"I aim to always act like a partner to any business and team member I support. This approach is what drives my collaborative leadership style. I am passionate about making the right choices, to lead by example, gently coach others on ways to improve their results, and be a resource for anyone that should need help."
Written by Rachelle Enns on February 26th, 2021
Leadership
23. What type of rewards and recognition programs have you initiated in your management career?
How to Answer
Recognition and reward can mean many different things in the workplace. As a Customer Service Manager, perhaps you offer your team verbal praise, bonus incentives, written recommendations, or promotion opportunities. Talk about any rewards or forms of recognition you have initiated with your employees. Be sure to speak about the positive results that your initiatives have generated, as well!
Written by Rachelle Enns on February 26th, 2021
Entry Level
"Verbal praise is fantastic, and I love receiving this type of praise from my management team. However, I find that written praise is even more meaningful to many people. When I step into a management role, I plan to incorporate written thank-you notes to shoe show appreciation. This written praise could be in a card, in an email, or on a sticky note that I leave at their station."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"Six months ago, I initiated a 'spot bonus' program where I will reward any team members who I catch doing the right thing, or going above and beyond. These small bonuses are sometimes decadent chocolate, a lottery scratch card, or a Starbucks gift card. My team members like the recognition, and since implementing these small bonuses', their contribution rates have soared."
Written by Rachelle Enns on February 26th, 2021
Leadership
24. How do you empower your staff to meet customer demands?
How to Answer
There are many ways you can empower your staff to meet and exceed the demands of your customers. This empowerment often starts with their training and onboarding program. As a Customer Service Manager, be sure to share results of customer feedback, give your employees a say in how to handle certain service disputes, and ensure that everyone is well-trained in the art of customer dispute management.
Discuss with the hiring authority how you empower your staff in your current or most recent role. If you are new to a management function, use your instinct, and lean on times when you felt empowered by your manager in the past.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"In past roles, I have felt more empowered when I know the details of customer feedback and customer survey results. The more information my leader shares with me, the more I am empowered. This need for knowledge and information is why communication will be at the center of my approach as a Customer Service Manager. I will keep employees informed of changes the company is making, pivots in policy, and I will share what customers are saying. I will also empower them by encouraging ideas and implementing them whenever possible."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"For me, first and foremost, I have a focus on the end goal and less of a focus on the rules. Every company must have regulations and guidelines, but they should be flexible for the customer whenever possible. I understand that I limit the leadership abilities of my team if I impose impossibly stringent rules on how they communicate with our customers. I make sure that each team member feels they are an essential part of our overall purpose. I do this by asking for their feedback, giving them room to work, and asking their opinion on challenging matters. When I guide versus 'tell,' my staff are happier, and they are more engaged with the customers."
Written by Rachelle Enns on February 26th, 2021
User-Submitted Answer
"First and foremost, I believe you have to lead by example. I believe you should work on the floor beside your staff and work just as hard or even harder than they do. This is how I have gained the respect of my staff members. I reminded them that we are all the same, but we just have different jobs to do. Morning huddles are a great way to communicate with the staff, mentor them, and receive their feedback."
Written by an Anonymous User
Our Professional Interview Coach
Rachelle Enns Reviewed the Above Answer
These are all great ideas for encouraging your staff to deliver excellent work. I recommend sticking with personal phrasing such as 'I' rather than moving into 'you' language because then the answer begins to sound like a lesson, which the interviewer doesn't need :) I have offered a slight revision for you below.
"First and foremost, I lead by example. For instance, I work on the floor beside my staff, working just as hard or even harder than anyone on the team. This behavior is how I have gained the respect of my staff members. I remind them that we are all the same, but we have different jobs to do. Morning huddles are another great way for me to communicate with my staff, to mentor them, and to receive feedback on my leadership approach." (* Last, be sure to make the connection between your actions and how your team members are empowered to meet customer demands. This could include a story-based example of a time when your team member felt empowered to diffuse a customer dispute or take care of a customer service issue in your absence.)
"
Management
25. How do you go about requesting team members to offer overtime, work holidays, or be available on weekends?
How to Answer
As a manager, it can be challenging to build a team environment where staff members are eager and willing to work harder to ensure the entire teams' success. The hiring authority wants to know your style and approach to conversations surrounding requests such as overtime, or working weekends and holidays.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"Although I have yet to hold scheduling responsibilities, I am aware of the difficulties that a manager faces when it comes to requests such as overtime and working on important holidays. I believe that being open about expectations from the start is critical. I will ask for volunteers as well since some people do not celebrate all traditional North American holidays, and some prefer to bank the overtime hours."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"As a manager, I try my best to keep a fair rotation when it comes to requesting overtime or unpleasant hours. I am open with my team on what the future expectations are going to be so that nobody feels blindsided by a challenging schedule. I am also very open and honest about the scheduling expectations when I am vetting new candidates. I am an organized person, so I do have a spreadsheet that helps me to track each request for every employee on my team. It's important to me that my staff feel appreciated and respected."
Written by Rachelle Enns on February 26th, 2021
Management
26. What attributes do you look for when hiring new customer service representatives?
How to Answer
As a Customer Service Manager, maybe you look for patience, a willingness to learn, kindness, or self-control in those you hire. Talk to the interviewer about what you believe to be the most important attributes when hiring customer service team members. Be sure also to explain your reasoning.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"When hiring, I will look for people who are okay with being managed. I will also seek out those who appreciate the value of their customers. Lastly, I will look for those who are patient with others as and themselves. These are the common attributes I have noticed in the most successful people I have worked with in the past."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"The top three attributes that I look for when hiring for my team are a willingness to accept feedback, a desire to improve, and the eagerness to learn new skills. When we combine all of these attributes, it amounts to a person with a strong work ethic who will have a lasting impression on customers as well as their fellow team members."
Written by Rachelle Enns on February 26th, 2021
Management
27. What is your favorite management tool, and how does it help you to achieve your goals?
How to Answer
There are a plethora of management tools available in customer service today. The hiring authority wants to see that you are in-the-know when it comes to the tools available to you. The interviewer is also interested in knowing if you are tech-savvy and if you embrace these tools. Before your interview, try to find out which tools the hiring company leans on the most. Discuss your level of knowledge in these tools, or your willingness to learn.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"I am an avid fan of Excel spreadsheets because I can do anything inside of the program, and it costs nothing for my employer. Some management tasks that I plan to tackle inside Excel include project timelines, performance charts, and scheduling. Could you share with me the tools most used in this role? I want to come fully prepared and in-the-know once hired for this role."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"My favorite management tool right now is Salesforce, hands down. I can track nearly every KPI desired and can access the database from anywhere. This tool has helped to keep my team on track and has boosted our productivity and increased our customer satisfaction numbers significantly. I saw in your job posting that you use Salesforce for your service team as well. I'm thrilled to know that I can continue to utilize this great tool should I be offered this position."
Written by Rachelle Enns on February 26th, 2021
Problem Solving
28. What is the biggest challenge your current team faces, and what are you doing to alleviate the situation?
How to Answer
This question will reveal to the hiring authority exactly how you react in the face of a challenge, and the type of action that you feel is appropriate as a Customer Service Manager. The query will also give the interviewer a solid idea of the kind of challenges you face in your current position. Take the time to walk the interviewer through a recent problem your team has encountered. Be sure to include details on the action that you took and include the resolution.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"My employer recently changed over our point of sale system, which left many staff members confused when it came time to process complicated transactions such as split payments and refunds. To cope with this, I created a quick cheat sheet that I taped to every till. This cheat sheet included step-by-step instructions for these types of transactions. Although I am not in a management role now, I am the most tech-savvy of my group, so I thought I should take the lead on helping others. These cheat sheets sped up our work at the tills, getting our customers through at a faster rate."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"The biggest challenge that my team faced recently was a recall put out by one of our largest manufacturers. Our location had sold around 500 of the recalled items in the past six months, so we had a lot of backtracking to do. We called and emailed customers and put up noticed inside our store. As per corporate policy, we offered full refunds for any returned product. I made sure that my team felt ready to handle the flood of complaints and negativity, and trained them on using positive language when interacting with a customer who was inconvenienced by the recall. The project recently wrapped up, and we were able to make the best of the situation. I believe this situation made us closer as a team."
Written by Rachelle Enns on February 26th, 2021
Problem Solving
29. Talk about the last time you managed a conflict between two team members.
How to Answer
This 'tell me about a time' question will require a specific answer from you, so be prepared to tell an engaging story! Focus on any internal conflict you have encountered on your team. Be sure to set the stage of your account, discuss the action you took, what you did to resolve the situation, and the overall outcome.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"I believe that much conflict is due to a miscommunication of some sort. Not long ago, I broke up a heated argument between two team members over who should receive a full commission from a particular sale. Our organization does not have firm guides related to commission payments or splits, so I made a couple of suggestions, such as sharing the commission or even flipping a coin. In the end, the two decided to split the sale two ways, each earning 50% of the commission."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"I recently had two team members fighting over their holiday time. In retail, we cannot allow a lot of overlap when taking vacation time during peak seasons. The newer employee requested the time off first, while the more seasoned employee felt she should be granted the time because of seniority. I agreed with neither of them and rather sent them on a mission. I told each person that I could grant their time off requests if they found someone to cover their shifts during their time away. In the end, they were each able to find a willing coworker to cover their shifts, and so I accepted their time off requests."
Written by Rachelle Enns on February 26th, 2021
Teamwork
30. How would you describe the culture of your current team?
How to Answer
Perhaps your current team is highly collaborative, they have a healthy air of competition, or they are eager for new knowledge. In just a few words, paint a picture for the interviewer of the type of team you have created as a Customer Service Manager. Be prepared to discuss the action you took to get your team to where they are today and mention the positive impact this culture has had on your teams' performance.
Written by Rachelle Enns on February 26th, 2021
Entry Level
"My current team is fast-paced, friendly, and inclusive. Previously we had a manager who brought some negativity into the workplace with outdated management approaches such as a 'my way or the highway' approach. Since this manager left, it brought our team closer together, and we have been able to mend ourselves back into a collaborative group of people with one common goal. This experience has opened my eyes to the importance of a modern management approach, which I will bring to this Customer Service Manager role, should I be hired."
Written by Rachelle Enns on February 26th, 2021
Answer Example
"I describe my team culture as autonomous yet highly collaborative. Autonomous because I give my team members the freedom and accountability to let their personality and work ethic shine. Collaborative, because everyone still works very well together, even cross-functionally. When I initially took the role of Customer Service Manager, I purposefully set out to create a culture of team, growth, and accountability."
Written by Rachelle Enns on February 26th, 2021