How do you explain your customer service philosophy?

1 Understand the company's expectations

Before you can explain your customer service philosophy, you need to research the company and its customer service standards. You can find information on their website, social media, reviews, and testimonials. Look for clues about their mission, values, target audience, products, services, and challenges. Try to identify what kind of customer service they provide and what they expect from their employees. For example, do they emphasize speed, quality, personalization, or innovation? How do they measure customer satisfaction and loyalty? How do they handle complaints and feedback? Knowing these details will help you tailor your customer service philosophy to fit their needs and goals.

2 Define your core values and principles

Next, you need to articulate your core values and principles that shape your customer service philosophy. These are the beliefs and standards that guide your decisions and actions when dealing with customers. They can include things like respect, empathy, honesty, professionalism, communication, problem-solving, or teamwork. You should choose values and principles that are relevant, specific, and consistent with your customer service experience and skills. For example, you can say that you value empathy because it helps you understand the customer's emotions and needs, or that you value communication because it helps you build rapport and trust with the customer.

3 Provide examples and evidence

Finally, you need to support your customer service philosophy with examples and evidence from your previous or current roles. You can use the STAR method (situation, task, action, result) to describe a specific scenario where you applied your customer service philosophy and achieved a positive outcome. You can also mention any awards, recognition, feedback, or metrics that demonstrate your customer service performance and impact. For example, you can say that you received a customer service award for resolving a complex issue in a timely and courteous manner, or that you increased customer retention by 10% by following up and offering personalized solutions.

4 Summarize your customer service philosophy

To conclude, you need to summarize your customer service philosophy in one or two sentences that capture the main points and benefits. You should emphasize how your customer service philosophy aligns with the company's vision and culture, and how it can help you deliver exceptional customer service to their customers. For example, you can say that your customer service philosophy is to treat every customer with respect and empathy, to listen actively and communicate clearly, and to provide effective and personalized solutions that exceed their expectations. You can also express your enthusiasm and interest in working for the company and learning from their customer service team.

5 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?