Customer Service Manager Interview Questions | Glassdoor

Customer Service Manager Interview Questions

"Employers are looking for a customer service manager who has the leadership qualities to motivate their team, but also knows how to provide exceptional customer service. Great communication and people skills are necessary for dealing with customer service representatives, as well as the customers, in all situations. In an interview context, be prepared to role-play scenarios where you have to give someone negative feedback, but also when you receive it as well. Questions encompass how you coach, motivate, and develop a successful sales and customer service team. To leave the best impression, bring a polite and tactful attitude to prove that you are the right fit for the job."

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How do you coach and incentivize people with a limited budget to be the very best they can be for themselves and for the company?

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It comes down to attitude and using your free resources such as gratitude and a pat on the back for a job well done. Recognizing great performance when it happens in a timely manner and most importantly engaging the employee and making them a part of the solution. People don't like to be talked down to so let them know what is in it for them then coach to that at every opportunity and recognize them again and often - and most importantly MEAN it.

I was asked how do I deliver a "no" to the customer when they are expecting and demanding a "yes" answer.

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How do you handle a difficult customer situation?

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How do you see your role within an office that is struggling?

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Where I would be in 10 years. Who knows that?

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Would physical intimidation by a peer, real or implied, influence your performance?

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Where do you see yourself in the next five years.

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What was the most confusing piece of feedback that you have received?

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Tell me about a time you got someone to do something they initially did not want to do.

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STAR interview styles.

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