Customer Service is the providing of exceptional service to clients prior, during, and even after a sale. The perceived success of these exchanges relies heavily on how employees “can adjust themselves to the client’s personality”. Each interaction with a customer has a unique quality and no two clients are the same. As a salesperson or a manager in a retail or service position, you must be able to tailor your approach based on each individual client. This is easier said than done, but not impossible.
There are many tools available to improve your social media and customer service skills when you’re preparing for an interview. The key is to become aware of your personal and professional characteristics that set you apart from other candidates. Being able to recognize your unique qualities and characteristics will allow you to utilize the best tools available to help you understand your target audience and gain an understanding of how to better communicate with them. Here are some social media and customer service interview questions that can help you get started:
What are the benefits of using social media as a tool in customer service? Most interviewers want to see that you have an interest in social media, whether it be Facebook, Twitter, LinkedIn, YouTube, etc. Being able to explain why you use these particular social media outlets will show the interviewers that you are interested in how social media impacts your customer service. Explain the impactful stories of how social media influenced your decision making process, your organization, or your company.
Customer Service is Empathy at Its Best – When clients feel their concerns are important, their emotions are engaged and they feel empowered to share their experiences with you. Your job as a manager is to listen to clients, gain their trust, then carefully consider the feedback to ensure that their story is valid. You can help clients feel more empowered by offering them the opportunity to engage in a dialogue about their feedback with you; after all, you already care about customer service and empathizing with customers on a personal level. This empathy can translate into better customer support operations and happier customers for your organization.
What do good customer service skills include? As an interviewer you need to be a good listener when dealing with prospective candidates. During an interview you need to learn to pause, be compassionate, and ask open-ended questions for clarification. You also need to think about how your candidate may be relating to your company’s vision and mission. If the candidate you are interviewing does not have a good sense of direction or does not align themselves with your core values and goals, chances are good that they are not the right person for your organization.
What are some other areas that good customer service skills involve? Communication is key, as is empathy. Both of these are vital to effectively communicating with your clients. It is important to know how to communicate with those who work with you to ensure positive and timely interactions. Your interviewers want to know that you can handle difficult customers and situations. When hiring employees, you should try to select individuals who can communicate professionally and relate to all types of customers.