How to Answer: How do you go about requesting feedback from your customers?
Advice and answer examples written specifically for a Customer Service Manager job interview.
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