Customer service supervisor interview questions and answers
Employ your active listening skills during the interview session.
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Vying for an internal promotion? Approach the interview for a managerial position within your company with the same preparation and diligence you would use for an outside employer. You may be competing against both internal and external candidates. To outshine your competition and obtain the job offer, your must have a solid track record and a thorough understanding of the position. Preparation is key to acing the interview and rising in the ranks.
1. Obtain a copy of the job description. Review the responsibilities to understand and assess the level of experience and expertise required. Determine the main purpose of the job and the reporting relationships. Verify the number of staffers to be supervised.
2. Make a list of pertinent questions to ask at the interview once you have an understanding of the role. This will not only provide you with more data but serves to showcase your preparation and interest in the job.
3. Gather together your past performance appraisals. If you have not saved them, ask your HR department if company policy allows you to review your personnel file. Perusing your appraisals serves as a reminder of positive comments made by your supervisors and also paints a picture of your performance and growth with your employer. Make a checklist of your selling points and bring this to the attention of the hiring manager during the interview.
4. Define your customer service philosophy. A well-run customer service department is vital in retaining clients and gaining new business. Do some research on organizations that provide stellar service. Prepare to discuss your thoughts on effective customer service and outline the value you would contribute to the department if given the opportunity.
5. Prepare for problems. In a perfect world, the customer always walks away happy. Be aware that things do sometimes go awry when serving the client. Think about your problem-solving capabilities. Provide the interviewer with examples of how you address problems and handle disgruntled customers.
6. Set up a mock interview. If you have a mentor, coach or astute business acquaintance, schedule some time with that person to do a dry run. This will help you prepare and bolster your confidence. Get feedback. Have your mentor rate your interview responses and provide constructive comments.
7. Listen carefully to the questions asked. Active listening is crucial in an interview situation. Stay focused and on point with your responses. It is OK to pause and reflect for a moment before launching into a detailed response.
8. Close strong. Thank the interviewer for his time, and repeat your interest in the position. Make it clear that you want the job and will work hard to add value as you manage a successful department.
- Copy of job description
- Updated resume
- Present a firm handshake, relax and enjoy the experience. If you feel nervous, do some deep breathing exercises before the interview starts.
- Bring an updated resume to the interview.