For anyone who’s interviewing for a customer service position, the question, what does customer service mean to you? is likely to come up. It's a crucial inquiry that allows employers to gauge your understanding of the role and your commitment to providing exceptional service.
With helpful tips and example scripts, our guide to answering this interview question will help you get one step closer to landing that job. Whether you're a seasoned customer service professional or new to the field, mastering your response to this question can set you apart from the competition and showcase your dedication to delivering outstanding customer experiences.
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Why do interviewers ask, "What does customer service mean to you?"
Interviewers ask this question to gain insight into a candidate's understanding of the role of customer service and their approach to delivering exceptional customer experiences. This question allows interviewers to assess a candidate's communication skills, empathy, problem-solving abilities, and alignment with the company's values and customer service philosophy.
When interviewing for customer service roles, it's essential to showcase the skills and qualities that employers value most. Here are some key skills and qualities that hiring managers prioritize when evaluating candidates for customer service positions:
- Empathy: The ability to understand and connect with customers on an emotional level, showing genuine concern for their needs and concerns.
- Communication Skills: A proficiency in articulating information clearly, actively listening to customers, and effectively conveying empathy and understanding.
- Problem-solving abilities: The capability to navigate complex customer inquiries and find timely and satisfactory resolutions to issues or concerns.
- Resilience: The capacity to maintain composure and professionalism in challenging situations, demonstrating adaptability and perseverance.
- Multitasking and time management: Skills in managing multiple tasks and priorities simultaneously while maintaining a high level of service and efficiency.
- Customer-centric mindset: A commitment to prioritizing the needs and satisfaction of customers, going above and beyond to exceed expectations.
- Continuous improvement: An eagerness to learn and grow, actively seeking opportunities to enhance skills and knowledge to better serve customers.
By highlighting these key skills and qualities during the interview process, candidates can effectively demonstrate their readiness and suitability for customer service roles, increasing their chances of success in securing the position.
Before your interview, think about it: What is the best customer service you've received?
Before going into the interview, think about what you consider to be good customer service. When was the last time you went into a coffee shop or retail store or restaurant or called a customer service line or live-chatted with an associate? Did you prefer an experience that was friendly and empathetic? Fast and to-the-point? Consider the good and bad and use this as the starting point for your answer.
Reflect on specific instances where you felt valued, heard, and satisfied as a customer. What made those experiences memorable and impactful? Was it the prompt resolution of an issue, the personalized attention you received, or the genuine effort to exceed your expectations? Additionally, consider any negative experiences you've had and what could have been done differently to improve the situation. By drawing on both positive and negative examples, you can demonstrate your ability to recognize and appreciate exceptional customer service while also showcasing your problem-solving skills and adaptability in challenging situations.
6 ways to answer: "What does customer service mean to you?"
Once you’ve considered your own experience on the customer side of customer service, it’s time to form your answer. Here are some ways you might respond to the question, what does customer service mean to you?
Your interviewer is asking what customer service means to you, so feel free to add in a personal anecdote about a time you experienced really good customer service or when you provided really good customer service.
Example answer #1: Attitude is everything
It’s super simple: attitude is everything in customer service. Kindness, patience, a smile, and good listening skills go a long way in making a customer feel valued. Even if I can’t solve their problem right then and there, they should feel heard.
Read more: The Art of Positive Self-Talk: How to Shift Your Thinking & Build Resilience
Example answer #2: Customer service is about exceeding expectations
To me, customer service means going above and beyond what’s expected of me in my job. I am committed to knowing as much as I possibly can about the services/products that your company provides so that I will be able to provide clients the very best solutions.
Example answer #3: Efficiency matters
Great customer service means ensuring that customers and clients get the solutions they need quickly and efficiently. In past jobs, I learned about the importance of working quickly to make sure every customer was satisfied, and I draw from this experience to give the best support that I can.
Example answer #4: Customer service starts before the problem arises
Customer service means anticipating problems before they even come up. I do this by really understanding the product and my customers’ needs—keeping in touch regularly, regular checks on progress, understanding the clients’ goals. All of these things help me get in front of problems before they become problems.
Read more: 3 Right Ways to Answer: Why Are You the Best Person for This Job?
Example answer #5: Customer service means really caring about the issue
I once called a furniture company when the delivery date for dining was pushed back more than a month. I explained that I needed the table in time for Thanksgiving and asked if there was anything they could do. The customer service rep heard me out, told me they totally understood why I was bothered, and told me: ‘hang tight, I’m going to figure out a way to get this to you in time. What day are you hosting people?’ That attitude really put me at ease. It was such a small thing, but I felt like I had someone on my team.
Example answer #6: Customer service is about the details
In my last job, when I received a customer complaint by email, I made a point to respond with a plan by phone. This really made my customers know that I was actively looking for a solution and added an extra touch of attention. After implementation, I followed up with an email to check in.
Read more: How to Answer 10 Tough Interview Questions + Example Answers
6 things to avoid in your answer to, "What does customer service mean to you?"
By avoiding these pitfalls and crafting thoughtful, authentic responses, you can effectively convey your understanding of customer service and your suitability for the role during the interview process.
1. Generic responses
Avoid providing overly generic or cliché responses that lack depth or specificity. Instead of stating obvious phrases like, "customer service means helping customers," strive to offer a more personalized and insightful perspective that demonstrates your understanding of the complexities of customer interactions.
2. Focusing solely on transactions
Refrain from solely focusing on the transactional aspect of customer service, such as processing orders or resolving issues. While these tasks are important, it's essential to emphasize the relational aspect of customer service and the value of building meaningful connections with customers.
3. Ignoring the human element
Avoid neglecting the human element of customer service by solely discussing processes, policies, or technical aspects. Remember to highlight the importance of empathy, compassion, and genuine care for customers' needs and emotions in your response.
4. Disregarding company values
Steer clear of responses that fail to align with the company's values, mission, or customer service philosophy. Interviewers are interested in candidates who share the organization's commitment to excellence in customer service and embody its core principles and beliefs.
5. Lack of examples or evidence
Avoid providing vague or unsubstantiated claims without supporting examples or evidence from your past experiences. Interviewers appreciate concrete examples that illustrate your approach to handling customer interactions and demonstrate your ability to deliver exceptional service.
6. Negative attitudes toward customers
Refrain from expressing negative attitudes or biases toward customers, such as impatience, frustration, or indifference. Interviewers are looking for candidates who possess a positive attitude, patience, and empathy, even in challenging situations.
Read more: What Not to Say in an Interview: These Answers Reveal Red Flags
