How would you define customer service in this role as a Distance Learning Specialist, and what steps would you take to ensure you are providing exceptional service?
One of the most important roles of a Distance Learning Specialist is customer service. To be able to successfully answer this question, you must first understand that your customers will come in the form of both frontline educators and students. You shouldn't confuse solving technical issues with helping users get back to doing their jobs using technology. When interviewing for this role, keep in mind that you are first a customer service representative and second a technologist. This will also help you when you are doing the job, keeping you focused on a positive customer experience rather than being distracted by an interesting technical problem.
"As your next Distance Learning Specialist, I fully understand that my customers would be both students and educators, and the service I provide to each is vital to the success of distance learning programs. In my opinion, customer service is providing an excellent customer experience for the people with whom I interact. I would provide excellent service by actively listening to what their issue is, then diagnosing their issue and then setting a fair timeline for resolution."
