"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."
I was asked how do I deliver a "no" to the customer when they are expecting and demanding a "yes" answer.
I explained I would review all the avenues to get a yes and if the answer had to be "no" then that would be the clear and concise message I would deliver. No blaming, no excused, I would present a supportive and final company decision.