Define the concept of customer service.
Define who are your customers. How do you reveal their necessities?
Describe some situation in which you had to work hard to satisfy a customer’s request. What happened? How did you do it? What did you learn from that?
Do you have to reply requests from other sectors at work? Describe one that has been difficult to please. Why? How did you solve it?
What relation does your department and other sectors have? What areas do you interact with in your habitual duty?
What impact does the deficiencies generated in your sector have in other areas?
Tell me about a case where the necessities of an external client couldn’t be solved by the habitual procedures of the company? What did you do?
What would change from the current policy of customer service procedure?
How do you reply to the sense of urgency of the customer’s demands?
Who was the last customer you lost? What were the causes? What solutions could have been applied and were not implemented? Could you revert it?
What procedures do you use to evaluate the customers satisfaction in relation with the provided services?
Describe some improvement you had to put into practice because of a particular complain of a customer.
What do you do in order to improve the quality of projects you are in charge of? Give me an example of a project in which you felt you and your team reached the desired quality standards. What functions did you have?
What improvements have you proposed to the administrative procedures and information circuits that have improved your department’s quality standards?
How do you manage the objections and complains from other areas?
Tell me about some work in which your department or your team has been over the customers expectations.
