Name: 客服經理面試問題及答案!如何通過客服面試! (CUSTOMER SERVICE MANAGER Interview Questions & Answers! How To PASS a Customer Service Interview!)
Uploaded: 2021-01-14T09:20:51.000Z
Duration: 13 min 59 s
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現在進行式

Now, it does not matter which company you're applying to join.

As a customer service manager, I promise you this tutorial is gonna make a significant difference to your preparation.

未來簡單式

But also, more importantly, your performance during the customer service manager interview, I'm gonna give you a number of questions and really good answers to those customer service manager questions.

So before I get into the tutorial a very warm welcome to this training video.

I've been helping people for over 20 years now to pass.

Our interviews are very passionate about it.

And in this tutorial, I'm gonna give you high scoring answers to the tough customer service manager interview questions that I can pretty much guarantee you will get asked during your interview. 00:00:56.350 --> 00:01:5.250  Now, as always, please do make sure you subscribe to the journal by clicking the red button below the video on That way, you're not going to miss out on any of the weekly training videos I'm creating. 00:01:5.260 --> 00:01:11.600  Also, if you enjoy my tutorials and you're like the content, I would very, very much appreciate it if you gave the video or thumbs up.

Okay, let's get into the training now before I come on to those all important questions on dancers, I want to give you two really important tips for making sure you pass your customer service manager interview.

Now you are going to be assessed against two things.

First and foremost, your knowledge of customer service and then also your ability to manage lead on dhe inspire the team to meet the goals and objectives off the company.

So you need to understand about customer service because you're gonna be a manager.

But also how do you manage, lead and inspire your team?

And I will tell you how to do that during the tutorial.

So those two things we need to focus on Tip number two now before you attend your customer service manager interview. 00:01:58.270 --> 00:02:3.030  My advice is to make sure you learn the customer service charter on DL. 00:02:3.030 --> 00:02:6.080  The standards of the company are applying to work for now. 00:02:6.080 --> 00:02:9.550  If you go on the website of the organization that you're being interviewed for. 00:02:9.720 --> 00:02:14.440  They were usually tell customers what their charter is, all their standards.

And I would if it was me, I would recite them, drawing the interview when they say, You know, what do you know about our company?

Would say, Well, you have high customer service standards and they are X y zed and then you would recite them.

Okay, so that will make you stand out from the other candidates.

Now let's get into those all important customer service manager interview questions and answers.

So question number one of your customer service manager interview.

Tell me about yourself and why you want to work for our company as a customer service manager.

Now these two elements to this question the 1st 1 is obviously tell me about yourself.

Now most people will respond to this interview question by telling the panel about what they do at home about their family.

Don't do that. 00:02:57.250 --> 00:03:8.550  Focus entirely on what you are like a za person in relation to the role of customer service manager and then move on and say the reason why I want to work for your company is because off and then give your reason. 00:03:8.560 --> 00:03:15.550  So here's a really strong answer to tell me about yourself and why you want to work for our company was a customer service manager.

I have applied for the position of customer service manager because I have the necessary skills, the qualities and the attributes to meet the requirements of the role, including an ability to deliver outstanding customer service whilst also ensuring the team I'm managing does the same.

I am someone who has a strong management and leadership style and having had a passion for customer service for some time now, a fellow would thrive within an environment where I have to achieve difficult targets whilst also working hard to achieve the objectives off my employer.

I want to work specifically for your company because you are a leader in this industry and you clearly have strong on ambitious plans for the future. 00:03:56.000 --> 00:04:7.920  I would like to join your team, is the customer service manager and help you achieve your exciting plans for the future whilst ensuring your customers receive exceptional levels of service attention and care at all times. 00:04:7.990 --> 00:04:18.150  Now If you use that response, which can be used during any kind of customer service manager interview whatsoever, I believe you're gonna get off on a strong footing for the rest of your interview.

Now I'm gonna tell you where you could get a copy off these exact interview questions and the answers at some stage during this presentation.

But please do make sure you watch the rest of it because they say, I'm gonna really go into detail in the customer service manager into the next question.

What skills and qualities do you need to become a great customer service manager?

This is assessing your knowledge and understanding of the role that you're applying for.

And it's also saying what skills and qualities do you need to not just become a standard customer service manager, but a great one?

So here's my answer to this question. 00:04:57.240 --> 00:05:0.910  What skills and qualities do you need to become a great customer service manager? 00:05:0.910 --> 00:05:1.340  Here we go. 00:05:1.830 --> 00:05:14.320  The skills and qualities needed to perform this road to the required standard on numerous and varied predominantly These include a passion for customer service inability to consistently deliver and maintain high standards of customer care.

On also inability to manage, motivate and inspire your team to work hard towards maintaining the values and ethics off the company.

You also need strong communication skills, a resilient and confident approach to your work and also inability to achieve difficult targets whilst working on the pressure.

You also have to continually embrace change positively because the customer service industry is changing all of the time and it is important to keep up to date with the constant changes that occur.

Finally, you should have a desire to continually learn, grow and develop.

Move in your role to make sure you stay on top of your performance as customer service manager.

Now some of you will be thinking why these responses so in depth. 00:05:56.820 --> 00:06:5.510  There is a reason because customer service is absolutely pivotal to the success of any company and this is a really important role. 00:06:5.720 --> 00:06:9.970  Do not underestimate the influence that you have a ZA customer service manager. 00:06:9.970 --> 00:06:15.780  You could make a massive difference to a company, which is why we're really going into detail in these answers.

Next question is our customer service manager.

What steps would you take to turn around on underperforming team?

Okay, so this is a hypothetical question that says as our customer service manager, what steps would you take to turn around on underperforming team now?

I spent many years managing different teams.

Andi, I have a lot of experience of going in and turn around under performing teams.

And there is a pattern of what you would need to do as a manager to make the difference.

And I'm gonna tell you exactly what it is right now.

I would utilize a four step plan to ensure I achieved the desired results on the outcome. 00:06:55.860 --> 00:07:2.720  Step one would be the assessment phase where I would monitor the team to find out exactly what the issues were on. 00:07:2.720 --> 00:07:6.420  Also, which members of the team we're not performing to the required standards. 00:07:6.660 --> 00:07:11.300  Step two would involve a thorough appraisal assessment of all members of staff.

Now, during that appraisal assessment, I would meet with each team member to discuss their performance to set future targets and also lay down the standards.

I expect Step three would involve a team briefing whereby I would discuss with everyone what I expected from them as a team and also how I would support them in achieving their goals.

Finally, Step four would be the monitor and review stage whereby I would closely monitor the team's performance whilst also making any necessary tweaks and amendments.

I would actually enjoy the challenge of turning around and under performing team and feel confident I could get them working more effectively in a very short space of time.

Now that is a solid answer because you have a four step plan in place, so you already know what you're going to do. 00:07:56.820 --> 00:08:4.480  Most people who answer that interview question well, we'll say, Well, I'll have a look at the team, see what we're going to be doing and then I'll decide on a plan of action. 00:08:4.480 --> 00:08:8.660  You already have a plan of action which would be applicable to any team. 00:08:8.670 --> 00:08:12.750  And I used that process many times in the past and it works a treat.

We can download these some states Your next question.

What steps would you take to improve the customer service experience whilst working in the role of customer service manager.

So this interview question assesses what you would do to improve the customer service experience, because when you go into an organization, they want you to look at how you can improve customer service.

Experience on this also assesses jewel knowledge of customer service.

A great answer to the interview question.

What steps will you take to improve the customer service experience whilst working in the role of customer service manager?

Here we go. 00:08:50.440 --> 00:09:1.060  First of all, I would ensure everyone working within the customer service is team were fully on board with the expectations and the standards expected in regard to delivering outstanding customer service and care. 00:09:1.220 --> 00:09:9.270  I would then ensure that all customers who visited your business received a warm welcome, and the time they actually spent whilst in contact with the organization was a pleasant one. 00:09:9.610 --> 00:09:20.570  I would also ensure that all staff acted as positive role models for the company and that they also have a thorough understanding of all products and service is we provide so they could answer any questions that were asked by our customers.

Finally, I would implement a Customer review and satisfaction survey whereby all customers who visited the business have the opportunity to provide me with feedback.

I would then use that be back to continually improve the customer service experience.

It's also rewards stuff where good customer service was recognized by our customers.

And again, that answer shows that you know exactly what you are talking about.

Okay, now I've got another question to go for which promise you please do watch it because you will get asked it during the interview.

But you want download the full set of customer service manager interview questions and answers.

There's a link right there in the top right hand corner off the website. 00:10:0.000 --> 00:10:7.450  If you click that we're taking food to my website, we can download or 21 of these Customs Service manager interview questions and answers. 00:10:7.460 --> 00:10:7.700  Okay. 00:10:7.700 --> 00:10:8.470  Next question. 00:10:8.940 --> 00:10:13.100  Tell us about a time when you have to give a team member feedback on their work.

Now, of course, some people who applied to become customer service managers will have no experience of management, managing or giving feedback to people.

So what's important here is for me to give you to sample responses.

The 1st 1 is for someone who has management experience already, and the 2nd 1 I'll get it for people who don't have any management experience.

Sorry, my first answer, based on someone who does have management experience in a previous role, I was managing a small team of people.

We had a great team atmosphere and we were very productive.

However, one particular month I noticed a member of the team who was normally good at his job started to make mistakes in the accuracy of his work. 00:10:56.970 --> 00:11:2.700  I decided to tackle the issue immediately, as I feel it is important to not let situations like this drag on. 00:11:3.190 --> 00:11:13.700  I called him into my office and told him about my concerns and asked him if there was anything going on, even in work or outside of work that was impacting on his ability to work to his usual standards.

He confided in me that he had split up from his long term partner and that he was feeling demotivated while sympathising with the situation.

I agreed with him a plan of action to get him back to the required standards of work.

I also gave him an additional project to focus on to help take his mind off the current situation.

We also agreed to hold weekly meetings to discuss how he was feeling and to also give me the opportunity to support him through this difficult time.

Four weeks after the initial meeting, it was back to his normal self on.

The accuracy of his work had improved significantly, so that's based on someone who has experience as a manager.

Now lets take a look at the same question based on someone who has no management experience.

So if you're applying to step up, get a promotion to a customer service manager and you have no prior experience, this is a good answer. 00:11:59.940 --> 00:12:0.920  Julian to be questioned. 00:12:0.920 --> 00:12:4.480  Tell us about a time when you have to give a team member feedback on their work. 00:12:4.480 --> 00:12:4.880  Here we go. 00:12:5.490 --> 00:12:7.140  Whilst working is part of a small team. 00:12:7.140 --> 00:12:13.090  In a previous role, I noticed a member of the team, a guy called Stephen, had stopped working to his usual standards.

Other team members had also been talking amongst themselves about Steven's lack of performance, and so I felt I had a moral obligation to speak to him to try and see if I could help him get back to his usual standards.

I spoke to Stephen in private one afternoon.

I was totally upfront and honest with him about the fact I had noticed a drop in his performance.

He told me he was feeling demotivated at work due to the fact he'd been with the company for a long time, and he didn't feel his skills were being utilized effectively to resolve this issue.

I went away and spoke to my manager to ask if both Steven and I could be given a new and fresh project to work on collectively.

As it so happened, my manager was on the lookout for two people to work on a small website based project that he needed doing.