customer service manager interview questions

While this question is asked in interviews for many types of positions, you can use this as an opportunity to prove your passion for customer service, as well as show your experiences in other customer service management positions. You should also share your experience with leadership, and confidence in your strengths.

“I want this position because excellent customer service is something I value, and I enjoy the opportunity to help manage and inspire others to provide excellent service as well. I have managerial skills from being a ahead lifeguard, as well as an assistant manager at Jimmy John’s, and I believe my leadership abilities reflect good customer service. I also appreciate the company’s focus on providing an exceptional guest experience and giving back to the community, which is important to me in an employer.”

As a customer service manager, you’ll likely have to provide feedback to team members on their work performance. Employers want to make sure you can accomplish that aspect of the job efficiently and effectively. Talk about the process you follow to understand the reasons for poor performance, and your commitment to helping resolve the issue with the team member.

“If one of my staff members is underperforming, I first sit with them in a private meeting to understand why they aren’t performing well. Together, we work on developing a program outlining required actions for them to follow and discuss any training or coaching I can provide to help them improve. We create a list of necessary resources or information that can help them as well. Then, we schedule weekly check-ins to ensure they have what they need and are working on resolving the issue and improving performance.

Interviewing for a management or supervisor position is more in-depth than an interview for a customer service representative role. In addition to excellent customer service skills, you also need to showcase your ability to lead a team. The interviewer wants to ensure you have a good understanding of the needs of the customer and your team, as well as have the right resources and processes in place to meet those needs.

As a customer service manager, you’ll likely be expected to report on your team’s success to others within the company. You should be able to share metrics you use to measure your team’s success, as well as areas for improvement. Knowledge of these metrics shows the interviewer your experience in customer service, as well as management, and gives them the information they need to feel confident in hiring you.

General interview questions for a customer service manager
  • Why do you want this position?
  • What’s one of the most important things a successful customer service department needs?
  • What’s one of the most challenging things about working in customer service?
  • Have you ever received poor customer service before?

CUSTOMER SERVICE MANAGER Interview Questions & Answers! How To PASS a Customer Service Interview!

Tell me about a time when you improved the customer experience for a difficult customer as a customer service manager.

A:

The ideal candidate should tell a story, explain the importance of the situation and follow-up with how they improved the difficult customer’s experience. A customer service manager who can identify past problems is someone likely to think about creating solutions before a situation arises. What to look for in an answer:

  • Concise response without any delay
  • Sincere willingness to help the customer with their dilemma
  • Good communications skills and a well-organized answer
  • “An employee informed me that a customer was trying to use coupons on products that did not match her coupons. I checked in the store for the exact items; however, we did not have them in stock. To avoid further upsetting the customer, I told her that[,] just for today, I would allow the use of the coupons that did not match her items.”

    Q:

    As a manager, how do you implement service-related policies and changes in the workplace, such as schedule changes or new customer incident reporting procedures?

    A:

    Change is an essential part of any company, and as industries continue to grow, the candidate must show how they are willing to implement change among their staff and within the workplace. The applicant should provide an example of how they personally oversaw change and what the goal was that they were aiming to achieve. Also, was there an outcome achieved, or did the workplace remain the same? What to look for in an answer:

  • An understanding of the importance of company procedures and protocols
  • Experience motivating customer service associates
  • Positive approach to situations in the workplace
  • “I worked with my team to create a contest regarding a new scheduling policy we were putting into effect. All employees were required to clock within five minutes before the start of official business hours. We documented who was following the new policy, and those who clocked in within the first five minutes of their shift for five days in a row received a $50 gift card.”

    Q:

    Customer Service Manager Interview Questions – Team Management

    How would your customer service team describe you as a manager?

    Focus on the strengths and skills required to successfully manage a customer service team including:

  • clear communication
  • organizational and planning skills
  • people development and empowerment
  • motivational skills
  • problem-solving skills
  • Support your answer with examples of actual feedback you have received from team members.

    How have you motivated your team to achieve demanding performance standards?

    Provide examples of the types of motivation you have used and their effectiveness. Examples include:

  • cash incentives
  • training programs
  • career development
  • time off
  • recognition
  • Focus on identifying and meeting individual motivations with specific rewards tied to the employees interests and needs.

    Other factors to discuss in your interview answer include providing the right resources for the team to do their job including:

    A team that is not armed with the right resources will find it difficult to do their job and stay motivated.

    Time spent individually with each team member listening to them and developing them is another strong motivational tool. Taking the time to encourage them in their work and providing constructive, factual and sincere feedback are motivating factors.

    What is your preferred management style?

    Focus on utilizing different management styles to increase effectiveness in different situations and with different employees. Why do certain management styles work in particular scenarios?

    “I find that it is most effective to have a variety of management styles and to use them appropriately. I have to adapt according to the team member and the situation. However one aspect of my management style that remains consistent is that I employ a hands-on approach.

    I get a better appreciation for what my team does by spending time on the front lines, it builds a strong relationship with them and keeps me informed. I have found a participative approach to management helps build commitment and consensus among employees “

    Give me an example of how you have managed an under-performing staff member.

    What process did you follow to understand the reasons for the poor performance, gain commitment to the need for change and resolve the issues?

    Approaches include:

  • developing a program of required actions for the team member to follow
  • providing training, coaching and mentoring
  • allocating necessary resources
  • Find out how to answer behavioral interview questions like this.

    FAQ

    How do I ace a customer service manager interview?

    11 Essential Customer Service Manager Interview Questions and Answers
    1. clear communication of objectives and expectations to staff.
    2. consistent performance management.
    3. empowering staff to meet customer demands.
    4. ensuring staff are sufficiently engaged.
    5. listening to feedback from staff and customers and effectively acting on it.

    Why should we hire you customer service manager?

    Because I have what it takes to fill the requirements of this job – solve customer problems using my excellent customer service skills.” “Because I have the experience and expertise in the area of customer support that is required in this position.”

    How do you prepare for a customer experience manager interview?

    Interview Questions for Customer Experience Specialists:
    1. Can you tell me about your strategy to enhance customer experiences? …
    2. How would you ensure that existing customer experiences remain positive? …
    3. Can you explain your approach to monitoring online customer complaints? …
    4. Which CX software do you recommend?

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