Applying for a customer service position
When applying for a customer service position, you need to show employers you have the people skills to work well in assisting customers. While interviewing for this kind of position, it's likely that an employer will ask you 'What does customer service mean to you?' By crafting a thoughtful response in advance, you can confidently answer this important question with ease. Learn why employers ask this question and look at ways you can prepare your response.Why employers ask 'What does customer service mean to you?'
An employer may ask ‘What does customer service mean to you?’ to find out if your idea of customer service aligns with that of their company. Providing excellent customer service is one major way companies can make a positive name for themselves. Good customer service leads to repeat customers, positive brand recognition, good online reviews, and customer referrals. That’s why it’s so important that they hire a candidate who understands what quality customer service looks like.
How to answer 'What does customer service mean to you?'
Follow these steps to successfully answer ‘What does customer service mean to you?’:
1. Research the company’s values
Companies that strive to provide excellent customer service often reflect this on their website or through their marketing efforts. Do some research to see what kind of messaging they use or what values they convey. You can find ways to subtly incorporate this information into your answer.
2. Reflect on good customer service you received
In your answer, you can mention a time you received good customer service. Briefly explain the situation and why it stood out to you. Share how this person made you feel and what specific qualities they showed.
3. Discuss quality customer service you provided
If you have previously worked in a position where you were able to provide customer service, describe one of your most helpful experiences. Share your thought process when you helped a customer with a challenging problem or unique situation. By showing that you have experience helping others and working well under pressure, you can show that you’re a qualified candidate.
4. Show your people skills
One major indicator of good customer service is having solid people skills. This means that you have the ability to effectively communicate with others and diffuse tense situations. Use your response to show that you can handle even the most difficult customers. Showing that you can establish human connections and provide professional assistance can indicate you’re the right fit.
Example answers to 'What does customer service mean to you?'
There are many different ways you can exhibit your knowledge of customer service. When preparing your own response to ‘What does customer service mean to you?’, use these sample answers as inspiration:
Example 1: Having self-management skills
Anytime I felt like I received good customer service, a staff member had treated me with respect. In this position, I would be sure to do the same. For example, in my previous role, I had to help an upset customer over the phone. Although he wasn’t very polite, I remained calm and made sure to show him respect. I knew that it wasn’t me who he was mad at, but rather the situation. As a support specialist, I know how to control my emotions in such cases by remembering that.
Example 2: Understanding other perspectives
Customer service means that you try to understand a customer’s perspective and find a solution for them. Even if a customer seems upset, I always make a point to put myself in their shoes. One thing to always remember is that you don’t know anyone else’s story. They might be going through a tough situation, making them have a challenging time controlling their feelings. As a customer support specialist, I have to remember to always be kind even if I might not be getting it back. Being helpful and aware of other’s feelings is how I provide excellent service.
Example 3: Going above and beyond
One time a customer couldn’t find their wedding ring, so I collected their contact information in case I found it. I spend my entire lunch break looking for the ring, and I was lucky enough to find it. This person was so thankful for my efforts and left us a great review. This story shows that customer service is going above and beyond to help others. Every time a sales associate has done the same for me, I’ve made a point to give them a favorable review and refer my friends to their store. People appreciate extra attention and care, which I would be sure to show if I worked in this role.
Example 4: Showing support and empathy
Being empathetic to a customer’s situation is crucial to customer service. I always try to read different cues to see how the customer is feeling. For instance, at my retail job, I noticed a woman looked overwhelmed. I asked if she needed any help, and she said that she was having trouble finding anything in her size. I told her that I understood her frustrations and then helped her find clothing options for her body type.
I also ordered some items that we didn’t have in her size and sent them directly to her house. When she left, she said she’s never felt more supported. I just knew that if I was in her position, I would want extra customer care. Since I really felt for her situation, I also contacted our corporate office to request more inclusive sizing. After multiple requests, I noticed our shelves were stocked with more sizes. This whole experience taught me that those in customer support positions can make a difference in the companies they work for.