Customer experience manager interview questions and answers pdf

Customer Service Manager Interview Preparation Guide Download PDF

Customer Service Manager based Frequently Asked Questions by expert members with experience as Customer Service Manager. These questions and answers will help you strengthen your technical skills, prepare for the new job test and quickly revise the concepts

1 :: Explain 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 employee's interests and needs.

Other factors to discuss in your interview answer include providing the right resources for the team to do their job including skills, knowledge, support and equipment. 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.

2 :: Explain me about the cost efficiencies you introduced in your last job?

Discuss how you identified the opportunity for cost saving and how you implemented appropriate measures to improve operational efficiency. Examples include:

► cross training employees to handle different functions
► scheduling employees according to call and query volumes
► introducing new technologies
► providing information via an interactive website or other digital channel

3 :: Why do you want to work at GGL Company?

This should be directly related to the last question. Any research you've done on the company should have led you to the conclusion that you'd want to work there. After all, you're at the interview, right? Put some thought into this answer before you have your interview, mention your career goals and highlight forward-thinking goals and career plans.

5 :: Tell me what do you consider the core criteria for a successful customer service department?

Key factors include a good understanding of the needs of the customer and having the right skills, resources and processes in place to meet these needs.

From a customer service management perspective criteria include clear communication of objectives and expectations to staff, consistent performance management, empowering staff to meet customer demands, ensuring staff are sufficiently engaged, listening to feedback from staff and customers and effectively acting on it.

6 :: Tell us about any issues you've had with a previous boss?

Arrgh! If you fall for this one you shouldn't be hired anyway. The interviewer is testing you to see if you'll speak badly about your previous supervisor. Simply answer this question with extreme tact, diplomacy and if necessary, a big fat loss of memory. In short, you've never had any issues.

7 :: Tell me 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 "

8 :: Tell us a suggestion you have made that was implemented?

It's important here to focus on the word "implemented." There's nothing wrong with having a thousand great ideas, but if the only place they live is on your notepad what's the point? Better still, you need a good ending. If your previous company took your advice and ended up going bankrupt, that's not such a great example either. Be prepared with a story about an idea of yours that was taken from idea to implementation, and considered successful.

9 :: Explain a customer service policy that you have developed and implemented?

Talk the interviewer through a policy you developed, structuring your answer around these recognized steps.

► Clearly identify the goals for the policy
► Ensure correlation between the customer service goals and the company mission and objectives
► Identify the specific processes that will result in goal accomplishment
► Develop standard operating procedures and guidelines for the processes
► Train your staff in the implementation of the new customer service policy

10 :: So, explain why we should hire you?

As I'm sure you know, "because I'm great" or "I really need a job" are not good answers here. This is a time to give the employer a laundry list of your greatest talents that just so happen to match the job description. It's also good to avoid taking potshots at other potential candidates here. Focus on yourself and your talents, not other people's flaws.

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