What is your definition of customer service, and what steps do you take to ensure you are providing exceptional service?
The first role of an IT support specialist is customer service. 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.
"In my opinion, customer service is providing an excellent customer experience for the people with which I interact. When they contact me, they are unable to do their work because of a technical issue. My job is to get them back to work by solving the issue. While doing this, I need to treat them with respect, keep them calm, and assure them that the problem will be solved efficiently."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
The definition of customer service is providing a person, may it be a client or colleague with value. So, I ensure the value I can bring to the table is accurate, clear, and concise that anyone could follow. This means my research or diagnosis is accurate before I answer, I respond in a polite manner and resolve the issue efficiently. Most importantly I want to keep my feedback as high as possible.
Chad's Feedback
You provide a clear and accurate definition of customer service, and the steps you have outlined should ensure a positive experience for the customer. Good job!
