Once the Customer Service Supervisor resume and cover letter have been sent out, it is time to prepare for the interview.
This time around, you cannot hide behind a piece of paper – you will be facing the person who is responsible for making the decision to hire you, or reject your candidature.
Have a look at the following set of interview questions and answers to prepare for a customer service supervisor position:
Customer Service Supervisor Interview Questions and Answers
What does good customer service mean to you?
I believe that customers make companies prosper, which is why return business is very important. Good customer service means the world to me, and I strive hard to make sure that my team and I deliver it to the best of our abilities.
How do you make sure that high quality customer service is delivered on a constant basis?
I am of the opinion that constant and consistent training is the key here. If the customer service team is properly trained in the delivery of exceptional services, there is no reason for customers to go home unhappy.
As a customer service supervisor, what have been your prime duties in a previous role?
Having worked as a customer service supervisor for over 6 years now, I have been responsible for a lot of duties, including the overall management of a team of service representatives, managing metrics and performance criteria, directing sales forecasting activities, developing and implementing strategies to ensure customer satisfaction, and ensuring that complaints are properly handled.
Tell us of a time when a customer made a complaint that was difficult to handle.
While handling complaints is not usually a problem for me, I was once faced with a situation where a corporate customer who was responsible for providing the company with 25% of its business, became quite upset because of the poor service that he received by a representative – and threatened to take his business elsewhere. It took all my strength and resources to keep his business with us, but I managed to do it.
How do you rate your skills as a supervisor on a scale of 1 to 10, 10 being the highest on the scale?
I believe I stand at an 8, as I know most of what there is to know about the work, but learning any work is without limits, and I am still learning.
Where does your career path take you from here?
Like I said, I am still learning the ropes, but soon, I hope to have developed enough skills and expertise to work as a customer service director. That is my aim.