tell me about a time where you provided
excellent customer service
yes i have been in lots of roles where i
have always provided
excellent customer service and i believe
i have a duty to do that as an employee
because then your organization benefits
from that commercially and financially
one situation recently comes to mind
where i was taking telephone calls from
customers who were ringing up
and placing orders online i had the job
then to process the transactions
and to ship the orders i received a call
from an elderly lady
who was worried because it was her
grandson's birthday the following day
now she needed the present to be sent
out to him
in time for his birthday the next
morning but unfortunately she
missed the deadline for our priority
24-hour delivery service she was really
upset
she was worried because she didn't want
her grandson to miss his birthday
present
so i made a suggestion that if she was
happy for me to do so i would spend some
time
ringing around courier companies to try
and find one
that could come to our organization that
day pick up the gift
and then send it to the desired address
in time for her grandson's birthday so
she agreed for me to do that
i then spent about 20 minutes ringing
around trying to find a courier company
and i managed to find one i then called
back the customer
and i introduced her to the courier
company she then made the payment with
them
they then called me back and i arranged
for the courier company to come and pick
up
that gift that afternoon i then
telephoned the customer the following
morning just to make sure that the gift
had a ride
and thankfully it had done so the day
was saved
the grandson got his present which was a
great result
and i actually really enjoyed doing that
providing great service for customers
and the customer the elderly lady
actually went on to leave a really good
review online about our organization
after that so it was it was a good
all-round result
thank you thank you so that was a very
strong answer to that interview question
when have you provided excellent
customer service and before
i give you the exact script to use when
answering this particular customer
service interview question
here are three really important tips to
help you
so when have you provided excellent
customer service tip number one it is
important
to give a specific example of when you
have delivered
excellent customer service in a previous
role however if you have never
delivered excellent service because you
have not held a job that has required
you to do
so i will explain how to answer it in
a second so make sure you stay tuned
whenever you delivered excellent
customer service tip number two now a
good way
to structure your answer to this
question is by using what is called
the star technique so you start off and
you explain the situation you were in
you then move on and outline the task
that needed doing
you would then go into detail about the
action that you took
and you then finish off and explain the
results
of your actions so whenever an
interviewer says to you
when have you delivered or provided
excellent customer service
always remember the star technique
situation
task action and result one of you
provided excellent customer service tip
number three
in your answer show that you fully
understand how important it is
to give good customer service because
that will then help their organization
to grow
from a commercial and financial
perspective
so let's now take a look at a great
example answer
to the interview question tell me about
a time when you provided excellent
customer service
and i will then give you a second answer
for those people
who have never been in this situation
before
so here we go here's the first answer
when have you delivered excellent
customer service
i was taking customer telephone calls at
work when
an elderly lady called in to place an
order for her grandson's birthday which
was
the following day now unfortunately she
had missed the deadline for our next day
delivery service
now it was my task to see if i could
help get the birthday present delivered
to her grandson on time for his birthday
by sourcing a local courier company now
after the customer
had agreed for me to do so i spent the
next 20 minutes
calling around to see if i could find a
suitable courier company and once i had
found one
i put them in touch with a customer so
she could make the payment
now the courier then came straight
around to our company to pick up the
present
and they delivered it on time for her
grandson's birthday the following day
now i understand how important it is for
me to deliver excellent service
because this will help your company to
grow and develop both commercially and
financially
that's a very good answer to that
question whenever you delivered
excellent customer service and you can
see there how i have used
the star technique of situation task
action and result
to great effect so what if you
never held a customer service role
before and you are one of those people
who sang to me right now but
what if i have no experience of
delivering excellent customer service
how do i answer this question now well
let me give you a tip
and then i will give you an example
answer so here's my tip
my advice is to give a situation where
you have been on the receiving end of
great customer service
because this then shows you understand
what good customer service is
so if the interviewer says to you
whenever you delivered excellent
customer service
this is a great response although i have
not yet been in a position where i have
personally
delivered good customer service i do
know what it is
and i know how to provide it now my
partner and i stayed at a hotel
and on the way there it was pouring with
rain and when we arrived
the hotel manager greeted us with towels
so we could dry ourselves off
and he showed us to the warm reception
area where he brought us tea and
biscuits
whilst he arranged for our luggage to be
taken to our room
now we both commented on how good the
service was
and that he had made a really good first
impression now the rest of our stay at
the hotel
was outstanding from a customer service
perspective
and we went back there on two further
occasions because of the level of
service provided
now if i am ever asked to give good
customer service
i will always act as a positive role
model for your brand and i will go out
of my way to make the customers
experience a pleasant one so that's a
really good answer
if you have never been in a job where
you have had to provide
excellent customer service just tell
them about a situation
where you have been on the receiving end
of customer service
and that answer is just as good as the
first one
so the next thing to do is click that
link right now in the top right hand
corner
of the video it will take you through to
my website passmyinterview.com and you
can download
my full set of 21 great answers to
customer service interview questions
including the ones we have covered today
during this presentation
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for watching and i wish you all the best
for passing your customer service
interview have a brilliant day