Speaker 1: Hi there, my name is Richard McMunn from the interview training website PassMyInterview.com and in a second, I am going to walk through this door and undertake a live customer service interview. So, if you have a customer service interview coming up for any role or any organization, make sure you stay tuned, watch the video from start to finish because I will teach you how to be the standout candidate. And just very quickly, if you are new to the channel, make sure you hit the subscribe button because I can then keep you updated with all the latest interview techniques, tips and top-scoring answers. And please make sure you give the video a like because that tells me you find these tutorials useful. Thank you very much. Let's get in the room and pass the interview. Here we go. Come in. Hi there, my name is Richard.

Speaker 2: Hi, Richard. Nice to meet you. And you. Pleased to meet you. Nice to meet you. Nice to meet you. And you. Pleased to meet you. Nice to meet you. Please exit. Thank you very much. Welcome to the interview, Richard. My name is Andrew and this is my colleague, Joshua. Today we're going to be interviewing you for this customer service position. So, can you start by telling us about yourself?

Speaker 1: Yes, no problem. Well, first of all, thank you very much for giving me the opportunity to be interviewed for this customer service position today. I am a very positive, happy, caring and sociable person and I enjoy helping other people. I genuinely enjoy working in customer service roles. I also have the skills and qualities that are a match for the job description. So I'm confident I can come into this role and get up to speed really quickly, which means you won't have to spend lots of time monitoring or supervising me. I have previous experience of working in customer facing roles and I know the importance of customer service in any company. Customer service is vital if a company is going to be successful and also beat its competitors. I pride myself on being the type of person who is able to robustly deal with difficult situations and challenges. I can handle customer complaints in a competent manner and I will always follow company rules and procedures. I also believe that I'm very good at winning over dissatisfied customers and I will always try and upsell within the role to help increase company revenue. Finally, I recently completed an online customer service training course through the website udemy.com, so I have extra knowledge and up-to-date expertise that will help me excel within the position. What does customer service mean to you? Customer service means many things to me. Customer service means, first and foremost, going above and beyond what is expected. So you want to make all customers feel welcomed, valued and appreciated whenever they come into contact with the business. It would also be my responsibility, from a customer service perspective, to encourage customers to come back to your company time and time again. So essentially they would become long-term advocates of the business and good customer service is about encouraging customers to recommend your company to their friends and family and that helps you to save money from an advertising perspective. Customer service is also about constantly analysing what you can do in your role to improve the customer service experience because it's important in customer service that you always meet the demands of your customers. And finally, customer service is about being consistent. You have to be constantly really good at what you do, better than your competitors and to achieve that you have to be consistent and always look to improve.

Speaker 2: What skills and qualities are needed to work in customer service?

Speaker 1: There are numerous different skills and qualities needed to work in customer service. You need to be a competent and confident communicator. You need to be a really good listener because when you listen to the customer it gives you information that helps you create and sell products and services that they need. You need to be a believer in the company brand because if you are passionate about the brand it makes it easier for you to upsell. You need to be a positive role model when representing the company and you also need to be willing to go above and beyond what is required and also be flexible and adaptable. So if you need to help out the company at short notice you should be willing to do that. You also need to be knowledgeable, most importantly, on company procedures especially in respect of the complaints process that the company wants you to follow in your role. How would you deal with a customer complaint? Whenever I would deal with a customer complaint I would first of all listen to the customer. That's really important and you need to show them that you are genuinely listening and paying attention. I would ask them questions to get to the bottom of the issue and the quicker you can get to the bottom of the problem the better. I would apologize quickly if the company was at fault. I would be genuine in my apology and I would then put a plan of action in place, a process for resolving their complaints and I would agree that process with the customer. So I would confirm with them that they were happy with my plan of action. I would then take decisive action to resolve the complaint. I would keep the customer updated and I would follow up with them to make sure that they were happy once the resolution had been completed. Finally, whenever dealing with a customer complaint I would look to learn from the situation and share any feedback I had with the remainder of my team. Thank you.

Speaker 2: What's the best customer service you've ever received?

Speaker 1: I would say the best customer service that I've ever received was through Amazon. So several weeks ago I placed an order online and the order was going to be delivered the following day. When the next day came I received a notification on my smartphone to say the product had been delivered when in fact it hadn't. Now naturally I was disappointed with this so I went online to make a complaint. Now this is where Amazon's customer service really impressed me. So the complaints procedure was seamless, it was really easy to use and I was able to quickly speak to a customer service agent. When I was explaining to the customer service agent what had happened they were genuine in their apology and it seemed like they really wanted to put things right quickly for me. So they found the order within seconds, they apologized, they did not question the genuinity of my complaint and they immediately dispatched a new product. And I liked the fact that the complaints procedure was quick, the customer service agent was knowledgeable and they really cared about giving the right level of customer service. And I learned a lot from that experience, how important it is to always focus on the customer and do what they want you to do. Thank you. Okay, next question. How would you deal with an angry customer? Whenever dealing with an angry customer I think it's important to not take what they are saying personally. You have to always focus on creating a successful resolution. So I would not take anything they said personally and I would listen to them and while they were speaking I would show them that I was paying attention and genuinely caring about their situation. I would also give the customer time to vent because by allowing them to vent their frustrations it helps make them feel listened to and valued. Whenever the time was right I would ask them questions because I would want to get to the trigger point. What was it that has happened that has made them feel angry? Because then that information then enables me to put a plan of action in place to resolve it. I would show empathy and understanding whilst dealing with the angry customer. I would be confident though and resilient whilst dealing with them. I would put a plan of action in place. I would quickly resolve any issues that they had and I would learn from the process. So my aim would be at all times to win them over and get them to be a happy customer. Thank you. Why should we hire you? I believe you should hire me for several reasons. The first reason is I have a good level of business acumen so I understand you are investing in this role and I need to give you a good return on that investment and that will be achieved by consistently offering outstanding customer service to your customers. You should also hire me because you won't have to constantly monitor or supervise me moving forward and I am also a very fast learner. I am able to follow rules and procedures and I am also flexible and adaptable. So if you need me to come into the company to help out at short notice then I will do. Finally, you should hire me because I'm really good with people, I'm sociable, I can build connections with people, I am also open to change and I will also always take care of my ongoing professional training and development. Thank you.

Speaker 2: Okay, thank you Richard. That's the end of the interview. We'll be in touch shortly with the result.

Speaker 1: So I hope you enjoyed that tutorial that teaches you how to pass a customer service interview. Now if you would like to accelerate your learning even further, CLICK THAT LINK right now in the top right-hand corner of the video, head through to my website, PassMyInterview.com and you can download my full set of 21 top-scoring answers to customer service interview questions. It's a fantastic resource. You can have it within your inbox within two minutes from now, and it's going to help make you be the standout candidate during your customer service interview. Finally, don't forget to hit the SUBSCRIBE button so I can keep you updated with all the latest interview tips, strategies and top-scoring answers. Please do give the video a LIKE, because that motivates me to create more content for you. And don't forget to connect with me on LinkedIn. I have put my LinkedIn.com link in the description below the video. It's always good to connect with like-minded professionals such as yourself. Thank you so much for watching and I wish you all the best for passing your interview. Have a brilliant day.