What should you know about the leadership team before a Customer Service Management interview?

In my personal experience, it has also been particularly helpful if you are able to know some of their successes in the company or organization. Such understanding make you standout among your fellow candidates.

Get to know their objectives, past achievements, try to piece together how they come together as a group and align with their mission statement…then identify how you would bring valuable contribution to the team both individually and as a whole…basically how can you make them better!

In my experience, I have found it helpful to know how the Executive Team defines "Customer Service" or "Customer Experience." This would be a guide for any potential Customer Service Manager on how they would manage and train their customer service team moving forward once hired.

Definitivamente tienes que evaluar previamente la empresa; y cuál sería la mejor forma? Buscando la oportunidad de experimentar ser un cliente de la empresa a la que deseas colaborar; tu experiencia profesional te hará identificar valiosos insights que podrás abordar al momento de la conversación, destácalo como oportunidades de mejora los cuales podrán contribuir en la disminución del Churn (la pérdida de clientes) en la empresa, pues el churn es un indicador clave para los gerentes de servicio al cliente, es por ello que debes conectar tus insights con al menos 1 propuestas clara.

Their ESG goals, their experience, previous roles, do your research on them online, also on the company understand their customers needs and wants

I will add social responsibility. How do they interact with the local community? What are their sustainable goals? How many of the employees are recruited from the local community? These are all equally important and to be considered before making a decision.

When you recognize and respect the end goal, you’ll more than likely see how you can help get there. Seeing myself in the end result has always given me drive to make it happen.

I agree with researching their hiring trends. Make sure they are working to keep employees with nurturing or transformative culture. High turnover means their is a leadership or culture issue

In my experience, I would absolutely ask what kind of management and communication style they have. Clues/communication/feedback can obviously give you a hint, but it is still better to be straight forward and ask. Also, make sure to inquire on how many of the current or past individuals in the position have met or exceeded expectations. Are the expectations realistic? Is there a ramp-up period?

Always have questions about the company and ask the interviewer what a great day at the office is to them. Find out if they have had to overcome a business difficulty like a recall or a down size. Be knowledgeable about how they corrected their tack to get back on course. Showing the interviewer you have true interest in how they operate

In my experience I would find out the names and roles of the leaders through a bit of research also through social media. Find out their vision and goals, their interest and passion.

A question I would expect from an interviewer would be a request for an qexample of a situation that you've found yourself in previously in which your experience and skillset have played a large role in the way you addressed the matter. Specifically, what about how you handled the matter makes you a good candidate for this position.

I find that it's also important to think about what YOU want - not just whether you can understand their vision, but whether it truly aligns with what you want to achieve, and your own expectations.

I agree with Lisa. While there is merit in studying the company you are interviewing with and doing your homework on the people conducting the interview, I believe it is more important for you to bring your ideas and style to the interview. Tailoring an interview to what you think people want to hear will only set you up for failure. Present the ideas, leadership style, and vision for the future that you know you can execute. If you are authentic, and they choose you for the position, you are on the path for success. If you are authentic, and you don’t get the position, go find someone who is looking for what you can provide! And lastly, never ever forget, interviews are a two sided affair.

One thing that has helped me in the past is doing my research before the interview and knowing the questions/concerns that you would like to address ahead of time. Being prepared and possibly having some of the same types of goals ect.

Know and learn how to speak about support-driven growth, which focuses on using exceptional customer service and support as a key driver for upselling products and decreasing churn. But it also hits the bottom line more indirectly. By addressing customer needs promptly and effectively, you can increase loyalty, reduce churn, and generate positive word-of-mouth marketing. In fact, these principles extend beyond traditional business models, as evidenced by the fact that 90% of Instagram users follow a business account, indicating the powerful role of customer engagement and relationship-building in the digital age.

There is 1 other area I would also suggest researching for firms and charities in the UK and that is have a look on the companies house site.