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Customer Service Manager Mock Interview

Question 26 of 30 for our Customer Service Manager Mock Interview

Customer Service Manager was written by and updated on February 26th, 2021. Learn more here.

Question 26 of 30

Have you ever helped to implement a significant company change in one of your past roles?

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Advice and Examples: Have you ever helped to implement a significant company change in one of your past roles? For a Customer Service Manager Interview Question.

  1. 26.

    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.

      Rachelle's Answer

      "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."

      Rachelle's Answer

      "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."