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VIP Service Interview
Questions

30 Questions and Answers by Rachelle Enns

Updated March 21st, 2020 | Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
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Question 1 of 30
How have you built customer loyalty in previous positions?
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How to Answer
The hiring authority is asking for you to provide concrete examples of your contributions to customer loyalty and customer experience. Customer loyalty, at its simplest, can be built through excellent communication efforts. Other ways to build customer loyalty may include creating a robust loyalty program, offering flexible plans and payments, and providing perks to your most loyal customers. Share your passion for nurturing the loyalty of your customers.
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Answer Examples
1.
How have you built customer loyalty in previous positions?
The hiring authority is asking for you to provide concrete examples of your contributions to customer loyalty and customer experience. Customer loyalty, at its simplest, can be built through excellent communication efforts. Other ways to build customer loyalty may include creating a robust loyalty program, offering flexible plans and payments, and providing perks to your most loyal customers. Share your passion for nurturing the loyalty of your customers.

Rachelle's Answer
"Customer loyalty is incredibly important and a great way to show VIP level service. In my current role, I helped to create a guest loyalty program that offered small perks such as discounts and upgrades based on customer spend. Another way that I ensure customer loyalty is through stand-out service. In turn, these customers will tell their friends and family about their experience, and that can mean a boost in business and even more loyal customers."
2.
We actively prepare our employees for growth as they show potential. In what ways are you interested in growing within our organization?
Employers who work hard to help their employees grow are the best kind of organizations! The hiring authority wants to know about your dreams and aspirations when it comes to the ways that you can climb the ladder within their company. When you think about your future growth, what comes to mind? Openly share with the interviewer where you'd like to see this job take you. Be sure to include how they can support you in your efforts.

Rachelle's Answer
"I have some big career aspirations, and I would love to see the support of management when it comes to extended training opportunities. After researching your organization and learning more about the growth opportunities that your company offers, I am confident that I will see my future aspirations come to fruition with your company. I would love to be promoted based on my hard work and results, eventually managing a branch, then becoming a regional customer service manager."
3.
What is your customer service philosophy, and how does it align with our company mission and core values?
A customer service philosophy refers to the way that you approach supporting your customers and their needs. The interviewer wants to see that since you are a VIP service provider who takes their work and professionalism seriously. How you approach your customers will be a significant factor for the interviewer when determining your fit with their organization. Just like a company will have a value and mission statement, so should you when it comes to your service standards. Your philosophy can be a quote that resonates with you or a list of service values that are important to you. Be sure that your customer service philosophy aligns nicely with the goals of the interviewing company.

Rachelle's Answer
"I live by the quote from Scott Cook, 'Instead of focusing on the competition, focus on the customer.' I sum up my customer service philosophy as delivering the ultimate customer focus at all times. I avoid focusing on distractions, problems, or why something cannot be done. Instead, I focus on how I can deliver my customers' needs. I feel this philosophy aligns well with your organizations' mission statements, which is based on customer-centric service."
4.
VIP customer service relies on consistent brand voice and tone. Are you familiar with our company's brand? How would you describe our brand voice?
The hiring authority is looking for evidence that you have researched their brand, including voice and tone. You can find this information by researching the company online, reading reviews, and familiarizing yourself with the organizations' mission statement. Talk to the interviewer about what you know regarding their brand's voice and tone and how it relates to their customer service provision. Be sure to finish your response with a qualifying statement regarding how your customer service approach will align nicely with that of the company.

Rachelle's Answer
"I have spent a great deal of time familiarizing myself with your company and its approach to customer service. I noticed a common thread of customer appreciation, helpfulness, and innovation in service. The fact that your organization was one of the first in its industryto introduce chatbots for service online is just one example of the way you have introduced innovation into your approach to customer service. I am eager to join your organization, and rest assured will carefully support your mission, vision, and brand voice."
5.
How would you measure exceptional customer service compared to average service?
As a VIP service provider, the interviewer wants to know that you can quantify exceptional customer service and differentiate it from the 'norm' that customers are so accustomed to receiving. Many parts of a customer service delivery or offering are tough to measure. There are, however, indicators to success. These indicators include repeat customers, survey results, consistency of referrals from existing customers, sales numbers, reviews, and competitor benchmarking. With a multitude of metrics available to you, talk to the interviewer about how you go about measuring exceptional service.

Rachelle's Answer
"I believe there are plenty of indicators available that can tell me if I am delivering average service or if I am giving my customers the VIP experience they deserve. First, I look for the number of customers who come from a referral source. I enjoy this quote from Jim Rohn, where he says, 'one customer, well taken care of, could be more valuable than $10,000 worth of advertising.' I wholeheartedly agree with this sentiment and believe that's just one reason why client referrals are incredibly important to track. Another way that I like to measure exceptional service is through open conversation. Our company puts out customer satisfaction surveys after every transaction, and I appreciate the insight that these surveys offer. Can you share with me how your company measures client satisfaction?"
6.
Walk me through your training in customer experience and service.
Take your time to explain your customer service related training. This training may be formal or informal. It could include post-secondary education, on-the-job-training, or even self-learning initiatives. Perhaps a previous company provided you with exceptional training during your onboarding, or maybe your current company encourages continued education by paying for you to attend workshops and conferences. Or perhaps you read books or listen to podcasts related to sales and service in your spare time. Whatever your level of training, show the interviewer that you have an interest in learning all about the delivery of VIP customer service.

Rachelle's Answer
"I have worked for a couple of renowned luxury brands and was fortunate to receive the highest standard training related to exceptional customer service. I have received training on uncovering specific customer needs, recognizing social cues, and demonstrating confidence as a problem solver. In my current role, I now train all new sales employees on the fundamentals of customer excellence, including building rapport, active listening, and identifying opportunities to exceed expectations. I do not stop there, however. I am an avid reader and listen to related podcasts every day, including, 'The VIP Customer Experience Podcast.' I have learned a great deal about the importance of restoring the personal touch throughout the customer lifecycle."
7.
Tell me about the latest customer service skill you learned or improved on.
As a VIP service provider, you must be eager and willing to learn new customer service skills. Showcasing your desire to learn and grow is an excellent way to stand out from the competition during your interview. New skills related to customer service can range from linguistics in communication, to software capabilities. If there is a skill that you want to learn, and have not yet taken advantage of, you can mention your interest to the hiring authority. Perhaps they offer specialized training opportunities in this topic of interest.

Rachelle's Answer
"The last customer service skill that I have worked on is the use of positive language through every customer interaction. This mindset shift has allowed me to turn unhappy customers into customers who spend more, and also give valuable referrals. When I deliver ultimate customer service, more people talk about our company, and therefore we become more profitable. In the future, I would like to learn more about how to best leverage a CRM and its functions to provide more personalized customer experiences."
8.
What are your motivating factors when it comes to delivering VIP level customer service?
The hiring authority wants to know what motivates you to deliver the ultimate in customer care. Similar to a question regarding your customer service philosophy, the interviewer wants to see that you are well motivated to support your customers and their needs. Some motivating factors could include your desire for team spirit, healthy social interactions, being a person who is helpful to others, or the desire to see your company succeed so that you can succeed as well. Deliver a positive response with energy and enthusiasm.

Rachelle's Answer
"I naturally enjoy helping people and creating solutions to problems every day. Because of these characteristics, I am genuinely motivated and driven through problem-solving and behind helpful. I understand that when my company is successful, I am also successful. For all of these reasons, I do my best to ensure that I deliver VIP service with every customer interaction."
9.
Name one way that you could ensure VIP service through more personalized customer experience.
Today, clients crave a personalized experience, and they look for this customization with every interaction. The hiring authority wants to see that you understand the importance of delivering this personalized experience as part of an overall VIP service feel. Think of one way that you could deliver a truly personalized experience to a customer. Deliver your answer with creativity and enthusiasm, showing that you understand how customers play into your overall success story as a VIP service professional.

Rachelle's Answer
"I was reading up on a fascinating service idea that I think could be executed very well at your company, considering your brand voice and customer journey. To create personalized responses to particular online queries, we could send a quick 15-second personalized video response via Facebook Messenger or even email. In these quick videos, we could address the customer by name, and respond directly to their question. Yes, this takes more effort, but it adds a personalized element that most companies would never take the time to do."
10.
Tell me about a time you received unsatisfactory customer service. What would you have changed about the experience?
The interviewer wants to hear you discuss a time when you experienced customer service that was not up to your standard. Your response will show the interviewer that you are well aware of the difference between poor service and VIP level service.

Walk the interviewer through the overall situation, and talk about what you would have changed about the experience. This question is not an opportunity to bash a company or person; use this as a chance to highlight your customer service knowledge and passion.

Rachelle's Answer
"I had a vehicle shopping experience recently, and as you may already know, there is a considerable variety of approaches when it comes to car sales professionals. The first dealership I went to, I could see a few salespeople chatting in the showroom, yet nobody bothered to approach me even to say hello. It was like I was invisible! Working in the service industry myself, I knew that if this were my first experience, the tone would likely continue throughout my customer journey with that dealership. I ended up buying an SUV from a small family-owned dealership where they listened to me and got to know what kind of vehicle would suit my lifestyle, taste, and budget. If it were up to me to make a change for that first dealership, I would train the sales staff on the importance of a memorable and positive first impression."
11.
Discuss a time you went far beyond expectations to ensure customer satisfaction.
VIP customer service means delivering your absolute best 100% of the time. The interviewer does not want to hear you say that you give excellent service; they want a specific example of a time when your exceptional service standards were in full swing.

Use the STAR method when answering a behavioral-based question asking for a 'time when.' The STAR method (Situation, Task, Action, Result) allows you to keep your example story well organized and on point. Be sure to provide a memorable response. This question offers you an excellent opportunity to be a stand-out VIP Service candidate!

Rachelle's Answer
"(Situation) While employed with ABC Luxury Hotels, I worked at the concierge desk as a team leader. (Task) The concierge department was tasked with delivering unforgettable customer moments. To encourage this practice, we were given a weekly budget specifically used for making guests' time with us feel like the real VIP experience. I recall one couple in specific who left their phone and laptop chargers in the room after they checked out. (Action) I jumped into action and, using a portion of this allotted budget; I same-day couriered the items to their home with a friendly and personalized note. (Result) It felt great to deliver that added touch, and the guest called our hotel manager the next day praising my efforts."
12.
Tell me about the most challenging customer service situation you have encountered. What made this situation so difficult, and what did you learn?
The interviewer would like to hear you tell a story about a time when you had to undertake an unusual customer service challenge. Avoid speaking negatively about any customers, supervisors, or past employers. Stick to facts such as what the problem was, what action steps you took to ensure your success, and what the result was in the end.

Since this question is a 'Tell me about a time' query, try to approach your response using the STAR method, which is Situation, Task, Action, Result. This framework will keep your story on track and ensure that you provide the details that an interviewer will need to assess you in this behavioral-based question.

Rachelle's Answer
"(Situation) I turned an angry customer around just yesterday. They were not happy with the pricing that we provided. (Task) I do not set the pricing, but as the customer service lead, I can ask for some flexibility when it comes to negotiations. (Action) I asked the client what they felt was fair, and we began negotiating from that starting point. I let them know that we are happy to be flexible to keep their business but do not offer steep discounts because our product is the best in the market. (Result) In the end, the customer was happy with the small amount of flexibility I was allowed to give, and I was pleased to have the opportunity to stick by the integrity of our product and service."
13.
In your opinion, how does product knowledge fit into delivering VIP customer service?
Product knowledge is an incredibly important part of delivering VIP customer service. The interviewer wants to see that you understand the ways that product knowledge will boost the overall customer experience. When you are committed to your company's offering, this passion will show in every customer interaction. In turn, this can lead to more significant sales and higher levels of customer satisfaction. Another great factor that comes with strong product knowledge is that it will be easier to provide more customized recommendations and solutions to your customers.

Rachelle's Answer
"Every customer interaction should be positive and memorable, and that includes understanding your company's product and service offerings inside out. Not only does this knowledge build confidence with your customer, but it also enhances the customer relationship, which leads to further loyalty. I have already begun learning about your products and look forward to more formal training so that I can pass along my solid product knowledge in each customer interaction."
14.
How would you deliver the best service to a customer who you found difficult to understand due to a language barrier?
Our world is diverse, and many companies cater to customers from all over the globe. This factor means that you are likely to experience a communication barrier from time to time. The interviewer wants to know that you will stick to delivering the ultimate customer experience no matter what the obstacle. Clear communication can be achieved by the use of simple-to-understand language, repeating the essential parts of the conversation, or even using visuals whenever possible. Show the hiring authority that you will remain respectful and patient no matter what type of communication roadblock you may come across.

Rachelle's Answer
"I have worked with clients all over the world and fully believe that everyone deserves to receive the VIP service experience no matter what kind of communication roadblock may be present. Through my retail career, I spoke to many people whose native language is not my own. In those instances, I would slow the conversation down and then follow up with a recap to ensure clarity. In my current role, if I have a customer who is challenging to understand, I will send them our new customer questionnaire and ask them to fill it out at their own pace. By allowing my customers the room to think, I am giving them space to communicate their needs. This added time and reduction of pressure can create a much clearer working relationship and shows the customer that I care about their entire experience."
15.
Talk to me about one customer engagement strategy that you rely on most often in your current position.
As a VIP service provider, you know that customer engagement means encouraging conversation, feedback, and delivering personalized experiences to your clients. Some customer engagement strategies include creating VIP customer promotions or loyalty programs, utilizing social media as a service rather than just a brand platform, or even the creation of easy to access content that addresses frequently asked questions from your customer base. Share with the interviewer the types of customer engagement strategies you have experienced in, and which method you prefer or use most frequently in your current job.

Rachelle's Answer
"There are many ways to deliver VIP service through supreme customer engagement strategies. One of my favorite approaches includes implementing ways to deliver speedy responses to customer inquiries. I have encouraged my team to reply in under 6 minutes to all customer calls, emails, and web or social media inquiries. People are no longer willing to wait 48 hours for an answer, and they shouldn't have to with all the tech available to service-based businesses today. Speed is critical and, in my opinion, the foundation for delivering all other VIP level service initiatives."
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30 VIP Service Interview Questions
Win your next job by practicing from our question bank. We have thousands of questions and answers created by interview experts.
Interview Questions
  1. How have you built customer loyalty in previous positions?
  2. We actively prepare our employees for growth as they show potential. In what ways are you interested in growing within our organization?
  3. What is your customer service philosophy, and how does it align with our company mission and core values?
  4. VIP customer service relies on consistent brand voice and tone. Are you familiar with our company's brand? How would you describe our brand voice?
  5. How would you measure exceptional customer service compared to average service?
  6. Walk me through your training in customer experience and service.
  7. Tell me about the latest customer service skill you learned or improved on.
  8. What are your motivating factors when it comes to delivering VIP level customer service?
  9. Name one way that you could ensure VIP service through more personalized customer experience.
  10. Tell me about a time you received unsatisfactory customer service. What would you have changed about the experience?
  11. Discuss a time you went far beyond expectations to ensure customer satisfaction.
  12. Tell me about the most challenging customer service situation you have encountered. What made this situation so difficult, and what did you learn?
  13. In your opinion, how does product knowledge fit into delivering VIP customer service?
  14. How would you deliver the best service to a customer who you found difficult to understand due to a language barrier?
  15. Talk to me about one customer engagement strategy that you rely on most often in your current position.
  16. How do you feel about promoting or up-selling a product during a customer service based interaction?
  17. Have you ever worked with a Customer Relationship Management (CRM) system or any other enterprise software?
  18. How can a company create a VIP customer experience even if they are not a luxury brand?
  19. As a VIP customer service provider, you must be professional at all times. Tell me about a time you remained professional and poised even when it was challenging to do so.
  20. Have you ever bent company policy in the name of customer service?
  21. Our customer service offering is legendary. How will you contribute to this high standard?
  22. How could an online-based company, with no face-to-face customer interaction, still surprise and delight its customers?
  23. Have you ever received a negative customer service review? If so, how did you handle the situation?
  24. Talk about a time when you received exceptional VIP customer service. What made the experience stand out?
  25. Tell me about a time you continued to deliver VIP service to a customer who was rude to you.
  26. What characteristics do you possess that would convince me you are capable of delivering VIP-level service to our customer base?
  27. What methods do you use to collect feedback regarding customer satisfaction?
  28. With which customer demographics do you bring the most experience?
  29. Name a brand that you admire when it comes to VIP level customer service. What do you find impressive about the brands' approach?
  30. What does VIP customer service mean to you?
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