Tell me about the latest customer service approach you have implemented.

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.

"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."