Help on talking about customer satisfaction in my interview tomorrow?

I have an interview tomorrow for a position in which there will be several questions about customer service and making sure that customers are satisfied.





What sort of questions do you think I'll get? How would you answer those questions?





Do you have any positive customer service stories that you can share? Maybe it will jog my memory about my experiences.

Help on talking about customer satisfaction in my interview tomorrow?
Steven, one of the best things to do is have a situation that you can tell them about, where you turned a negative customer experience into a positive one.





For example, when customers are angry and you don't have a manager around, rather than letting the customer rant or worse, you ranting back, in a civil voice, ask the customer what you can do to resolve the issue? What would satisfy them? Let them guide you. More often than not, they'll either say "nothing" and will be apologetic, or they will want some type of refund, and then not a 100% refund. They will usually ask for much less than you think they will ask. But you have made them happy by giving what they asked, and they will go away content that someone listened to them.





That's a technique for calming down a customer but you might say it's what you would do under those circumstances.





If you've actually resolved customer complaints, pick out your best story and relate that one. Emphasize your listening skills.





Also tell the interviewer that you believe in leaving your own problems at the door when you enter work, and no matter how you feel, your game face is on! It's important that the public never know we ourselves, might have just suffered a major loss or have something else on our minds other than the customer.





It's all about the customer, and that's what interviewers expect from CS people. (But also remembering you're part of a business so you need to keep the business's goals and objectives in mind. It's not necessary to "give away the store" to satisfy customers all the time, either. That would erode a company's profits).





Often times, recruiters will give you a scenario and ask how you would handle it. And always have a smile in your voice, on the telephone.





Good luck with the interview.
Reply:Defining customer satisfaction depends highly on the types of customers that the business has. You should get a feel for that before you go into the interview, so you know how to respond to questions. If the company has businesses as customers, then customer satisfiction is often defined by on-time delivery rates, shipping discrepancies reported, failure rates, mean time to failure, mean hold time (for customer interaction centers), percentage of time customer's issue was solved with the first call, customer satisfaction survey ratings, and changes in market performance (if your customers aren't telling you directly, they may be telling you indirectly by taking their business elsewhere). Customer sat surveys often contain questions like: were you satisfied with the products, were the product delivered on time, were you satisfied with the ordering experiences, will you continue to order product from our company, how would you rate our company compared to our competitors.





If a company has individuals as customers, customer sat is measured in much the same way, but emphasis is placed on individual customer experiences (i.e. each individual sale to each individual customer) as opposed to the collective experience of one company with another company.





Questions that you may get include: explain a time when a customer of yours was dissatisfied with your company or their products and what did you do to solve the customer's issue, what key metrics would you use to gauge a customer's satisfaction, if a customer called in with complaint x, what steps would you take to solve the customers issue, etc.