Streamline Your Customer Support with Management Customer Service for Customer Support

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hi there everybody my name is Richard McMunn from the interview training company past my interview comm and in this tutorial I'm going to teach you how to pass a customer service manager interview now it does not matter which company you are applying to join as a customer service manager I promise you this tutorial is going to make a significant difference to your preparation but also more importantly your performance during the customer service manager interview and I'm going to give you a number of questions and really good answers to those customer service manager questions so before I get into the tutorial a very warm welcome to this training video my name is Richard McMunn that's me there in the center I've been helping people for over 20 years now to pass their interviews are very passionate about it and in this tutorial I'm gonna give you high scoring answers to the tough customer service manager interview questions that I can pretty much guarantee you will get asked during your interview now as always please do make sure you subscribe to the channel by clicking the red button below the video and that way you're not going to miss out on any of the weekly training videos that I'm creating also if you enjoy my tutorials and you like the content I would very very much appreciate it if you gave the video a thumbs up thank you very much okay let's get into the training now before I come on to those all-important questions and answers I want to give you two really important tips for making sure you pass your customer service manager interview now you are going to be assessed against two things first and foremost your knowledge of customer service and then also your ability to manage lead and inspire the team to meet the goals and objectives of the company so you need to understand about customer service because you're going to be a manager but also how do you manage lead and inspire your team and I will tell you how to do that during the tutorial so those are two things we need to focus on tip number two now before you attend your customer service manager interview my advice is to make sure you learn the customer service charter and all the standards of the company you're applying to work for now if you go on the website of the organization that you're being interviewed for they will usually tell customers what their Charter is or standards and I would if it was me I would recite them during the interview when they say you know what do you know about our company I would say well you have high customer service standards and they are X Y Z and then you would recite them ok so that will make you stand out from the other candidates now let's get into those all-important customer service manager interview questions and answers here we go so question number one with your customer service manager interview tell me about yourself and why you want to work for our company as a customer service manager now there's two elements to this question the first one is obviously tell me about yourself now most people will respond to this interview question by telling the panel about what they do at home about their family don't do that focus entirely on what you are like as a person in relation to the role of customer service manager and then move on and say the reason why I want to work for your company is because of and then give you a reason so here's a really strong answer to tell me about yourself and why you want to work for our company as a customer service manager here we go I've applied for the position of customer service manager because I have the necessary skills the qualities and the attributes to meet the requirements of the role including an ability to deliver outstanding customer service whilst also ensuring the team I am managing does the same I am someone who has a strong management and leadership style and having had a passion for customer service for some time now a filler would thrive within an environment where I have to achieve difficult targets whilst also working hard to achieve the objectives of my employer I want to work specifically for your company because you are a leader in this industry and you clearly have strong and ambitious plans for the future I would like to join your team as the customer service manager and open you achieve your exciting plans for the future whilst ensuring your customers receive exceptional levels of service attention and care at all times now if you use that response which can be news during any kind of customer service manager interview whatsoever I believe you're going to get off on a strong footing for the rest of your interview now I'm gonna tell you where you can get a copy of these exact interview questions and the answers at some stage during this present but please do make sure you watch the rest of it because as I say I'm gonna really go into detail in the customer service manager interview next question what skills and qualities do you need to become a great customer service manager so if you think about that question this is assessing your knowledge and understanding of the role that you're applying for and it's also saying what skills and qualities do you need to not just become a standard customer service manager but a great one because there is a difference so here's my answer to this question and what skills and qualities do you need to become a great customer service manager here we go the skills and qualities needed to perform this role to the required standard on numerous and varied predominantly these include a passion for customer service an ability to consistently deliver and maintain high standards of customer care and also an ability to manage motivate and inspire your team to work hard towards maintaining the values and ethics of the company you also need strong communication skills a resilient and confident approach to your work and also an ability to achieve difficult targets whilst working under pressure you also have to continually embrace change positively because the customer service industry is changing all of the time and it is important to keep up-to-date with the constant changes that occur finally you should have a desire to continually learn grow and develop the venule role to make sure you stay on top of your performance as customer service manager really good answer now some of you will be thinking why these responses so in-depth there is a reason because customer service is absolutely pivotal to the success of any company and this is a really important role do not underestimate the influence that you have as a customer service manager you can make a massive difference to a company which is why we're really going into detail in these answers next question as our customer service manager what steps would you take to turn around an underperforming team difficult question what would you do okay so this is a hypothetical question that says as our customer service manager what steps would you take to turn around an underperforming team now I spent many years managing different teams and I have a lot of experience of going in and turning around underperforming teams and there is a pattern of what you would need to do as a manager to make the difference and I'm gonna tell you exactly what that is right now I would utilize a four-step plan to ensure I achieved the desired results and the outcome step one would be the assessment phase where I would monitor the team to find out exactly what the issues were and also which members of the team were not performing to the required standards step two would involve a thorough appraisal assessment of all members of staff now during that appraisal assessment I would meet with each team member to discuss their performance to set future targets and to also lay down the standards I expect step three would involve a team briefing whereby I would discuss with everyone what I expected from them as a team and also how I would support them in achieving their goals finally step four would be the monitor and review stage whereby I would closely monitor the team's performance whilst also making any necessary tweaks and amendments as the team progressed I would actually enjoy the challenge of turning around an underperforming team and feel confident I could get them working more effectively in a very short space of time now that is a solid answer because you have a four-step plan in place so you already know what you're going to do most people who answer that interview question will say and well I'll have a look at the team see what they're going to be doing and then I'll decide on a plan of action you already have a plan of action which would be applicable to any team and I've used that process many times in the past and it works a treat it works perfectly okay so don't forget I'm gonna show you can download these at some stage soon next question what steps would you take to improve the customer service experience whilst working in the role of customer service manager so this interview question assesses what you would do to improve the customer service experience because when you go into an organization they'll want you to look at how you can improve customer service experience and this also assesses your knowledge of customer service okay so let's have a look at a great answer to the interview question what steps would you take to improve the customer service experience what's working in the role of customer service manager here we go first of all I will ensure everyone working within the customer services team will fully on board with the expectations and the standards expected in regard to delivering outstanding customer service and care I would then ensure that all customers who visited your business received a warm welcome and the time they actually spent whilst in contact with the organization was a pleasant one I will also ensure that all staff acted as positive role models for the company and that they also had a thorough understanding of all products and services we provide so they could answer any questions that were asked by our customers finally I would implement a customer review and satisfaction survey whereby all customers who visited the business had the opportunity to provide me with feedback I would then use that feedback to continually improve the customer service experience and also a reward staff where good customer service was recognized by our customers and again that answer shows that you know exactly what you are talking about ok now I've got another question to go through which I promise you please do watch it because you will get asked it during the interview but if you want download the full set of customer service manager interview questions and answers there's a link right there in the top right hand corner of the website if you click that will take you through to my website where you can download all 21 of these customer service manager interview questions and answers okay next question tell us about a time when you had to give a team member feedback on their work now of course some people who apply to become customer service managers will have no experience of management managing or giving feedback to people so what's important here is for me to give you two sample responses the first one is for someone who has management experience already and the second one I'll give it for people who don't have any management experience so here's my first question based sorry my first answer based on someone who does have management experience in a previous role I was managing a small team of people we had a great team atmosphere and we were very productive however one particular month I noticed a member of the team who was normally good at his job started to make mistakes in the accuracy of his work I decided to tackle the issue immediately as I feel it is important to not let situations like this drag on I called him into my office and told him about my concerns and asked him if there was anything going on either in work or outside of work that was impacting on his ability to work to his usual standards he confided in me that he had split up from his long-term partner and that he was feeling demotivated whilst sympathizing to this situation I agreed with him a plan of action to get him back to the required standards of work and I also gave him an additional project to focus on to help take his mind off the current situation we also agreed to hold weekly meetings to discuss how he was feeling and to also give me the opportunity to support him through this difficult time four weeks after the initial meeting he was back to his normal self and the accuracy of his work had improved significantly so that's based on someone who has experience as a manager now let's take a look at the same question based on someone who has no management experience so if you're applying to step up get a promotion to a customer service manager and you have no prior experience this is a good answer to the interview question tell us about a time when you had to give a team member feedback on their work here we go whilst working as part of a small team in a previous role I noticed a member of the team a guy called Steven had stopped working to his usual standards other team members had also been talking amongst themselves about Steven's lack of performance and so I felt I had a moral obligation to speak to him to try and see if I could help him get back to his usual standards I spoke to Steven in private one afternoon and I was totally upfront and honest with him about the fact I had noticed a drop in his performance he told me he was feeling demotivated at work due to the fact he'd been with the company for a long time and he didn't feel his skills were being utilized effectively to resolve this issue I went away and spoke to my manager to ask if both Steven and I could be given a new and fresh project to work on collectively as it so happened my manager was on the lookout for two people to work on a small website-based project that he needed doing and so I agreed that myself and Steven would take on the project over the next eight weeks we worked on the project collectively in addition to our usual work and Steven's motivation levels and standards of work increased dramatically I would never shy away from speaking to a team member about their performance on out the confidence to do it professionally and resilient Lee so that's great for someone has no management experience but you're demonstrating that you have those management skills and attributes now don't forget I hope you've enjoyed those please make sure you download all 21 customer service manager interview questions by clicking the link below the video or go to my website pass my interview comm you can find out interview questions and answers for a whole host of roles but yeah click the link it will take the fruit to that page and I recommend you download all 21 of them because you get all of those I've just covered but all of the additional all of the additional ones to within the pack thank you very much for watching I hope you've enjoyed that don't forget to subscribe please I very much appreciate it if you hit the like button on the video thank you very much and I wish you all the very best for parsing your customer service manager thank you for watching and have a good day