Mastering Your Response: What Does Customer Service Mean to You?

Across the world, a whopping 96% of customers believe that customer service plays a vital role in deciding their loyalty toward a brand. So, if you’re facing an interview, it’s likely that you’ll be asked “what does customer service mean to you?”

Customer service means going beyond the expected and delivering a remarkable experience to customers.  It’s about listening to them, solving their issues, and showing empathy that’ll create something special and exceed their expectations.

Likewise, there are numerous ways to respond to this question. Continue reading to learn about them while finding out which answers you should not provide.

What Answers You Should Avoid?

When answering what good customer service means to you, it’s critical to avoid replies that might risk your professionalism and devotion. 

Therefore, stay away from responses like —

Response 1: “Giving the consumer what they want is a sign of good customer service. I would give them the information they want to hear, and then I would consider how to present it.”  

Well, this approach lacks integrity and focuses on appeasement rather than genuine assistance. 

Response 2: “It’s about helping the client, however, they must be pleasant to deal with and refrain from making corny jokes that irritate me.”

Additionally, refrain from stating that because it comes across as dismissive and unprofessional. 

Response 3: “Serving the consumer is what customer service implies.” 

Lastly, avoid oversimplifying the concept. This response lacks depth and fails to highlight the nuances and importance of exceptional customer service.

7 Example Answer to What Does Customer Service Mean to You

When answering what great customer service means to you, you could answer any of the following ways — 

• Good Attitude

“Customer service revolves around attitude. It’s about prioritizing the customers’ feeling heard over solving problems. I need to show patience, listen attentively, a smiling demeanor, and genuine empathy to serve them effectively.”

• Putting in Extra Effort

“Exceptional customer service goes beyond fulfilling job duties. It involves patiently addressing issues and effectively resolving them with a positive persona. The main objective is to foster customer loyalty by consistently providing reliable service that outgoes their expectations.”

• Knowledge

“Providing excellent customer service entails a deep understanding of the service or product. Also, maintaining efficiency in carrying out job responsibilities. It’s crucial to possess extensive knowledge to confidently assist customers and address their inquiries. 

Failing to acquire this knowledge can result in a lack of competence and an inability to meet customer expectations. By offering well-informed guidance, you can instill confidence in customers and enhance their trust in both the product and service you provide.”

• Show Efficiency

“Efficiency plays a vital role in delivering exceptional customer service. It involves promptly and effectively providing customers with the necessary solutions. My previous professional experience emphasized the significance of working swiftly to ensure complete customer satisfaction.”

• Attention to Details

“In addition to elements like product expertise, friendliness, and attentive listening, customer service thrives on paying attention to details. 

For example, if I receive an email complaint, I’ll make it a point to connect with the customer personally via phone, providing them with wide feedback. It’ll show a proactive approach to problem-solving and convey a sense of devotion. 

By tailoring my replies to their demands, I can build a solid connection with them and uphold our business relationship.” 

• Staying Head

“In customer service, I have to be proactive in identifying potential issues beforehand. It means truly understanding the product and customers’ requirements. And it’s possible by doing regular communication, progress monitoring, and grasping client objectives. Thus, I can stay ahead of problems ensuring a seamless customer experience.”

• Honest Concern for the Problem

I once had this laptop situation with an electronic company. The delivery got delayed by over a month, which stressed me out since I needed it for a university presentation. I called their customer service and explained my dilemma. The rep was super understanding and said, “Don’t worry, I’ll find a way to get it to you on time. When is the presentation day?” 

That attitude helped me to feel so much better. Though it wasn’t something extraordinary, I felt as though I had someone on my side.

How Can You Prepare Yourself for the Answer?

Here are a few steps you can take to get yourself ready —

       1. Research the Company

Primarily you should start studying the company. It truly helps!

Know the company’s philosophy

• Find out what good customer service is to the firm you have an interview with.
• Discover their outstanding customer service aims and ideals by going deep.
• Study how the service connects to the company’s larger objective and brings it together as one.

Ask key questions

• How does customer service serve the company’s mission statement?
• Are there any policies or promises that the company has specifically for customer service?
• How does the company stand out from the competition when it comes to its customer service?

Identify core messaging

• Take note of any buzzwords or phrases related to customer service.
• Look for keywords like reliable, fast, efficient, honest, or caring.
• Understand how the company emphasizes these qualities in its customer service approach.

Put your insights into your response

• During the interview, align your answer with the company’s customer service philosophy.
• Highlight the buzzwords and phrases you discovered during your research.
• Show how your understanding of great customer service aligns with the company’s values and goals.
• You can suggest incorporating virtual assistance into customer service operations. Try to explain the pros and cons of virtual assistance to evaluate its potential impact on customer satisfaction.

    2. Show Your Key Skills in Customer Service 

The company’s interview team will very likely appreciate your skills. So, it’s your chance to shine. In that case, you should —

Brag about your skills

• Display your patience, empathy, and flexibility.
• Tell them which of these skills matters most to you.
• Talk about how these qualities make customer support efficient.

Share a situational example

• Share a gainful tale about when you put a particular skill to good use.
• Paint a vivid picture of how you listened, truly felt their pain, and pulled off an epic solution.

Customize for the position

• Show off those skills that perfectly match what the job demands.
• Convince them that you’re the ultimate match for the role.
• Make the connection between your skills and how they’ll meet the company’s needs.

Brag humbly about your skills, and how you prioritize empathy by sharing a real-life example. Also, show that you have the specific qualities the company is seeking.

    3. Add Personal Customer Experiences

Finally, a personal touch can sometimes do magic. And for this case, you can add your own experience to your answer. 

As a customer

• Recall instances of great customer service you’ve received.
• Talk about speedy resolutions, minimal wait times, and clear communication.
• You can also share a recent encounter with a helpful retail store representative.

As a customer service professional

• Reflect on how you’ve provided value and advocated for customers recently.
• Describe a situation where you resolved an issue and prevented a customer from switching to a competitor. 
• For instance, you can mention where you used real estate cold calling scripts to effectively engage potential clients and convert leads.
• Explain how you listened, went the extra mile, and addressed their concerns.

Be specific and detailed

• Avoid vague scenarios, instead provide clear examples.
• Describe the situation, your feelings, why it stood out, and what you contributed.
• Highlight the positive results you achieved.

Whether as a customer or a professional, use specific details to showcase your impact and leave a lasting impression on the interviewer. 

Wrapping Up

So, what does customer service means to you? Basically, it’s all about taking care of your customers. You know, selling things, fixing issues promptly, and answering any questions they have about your product or service. It’s about treating each person like a VIP and leaving them feeling super satisfied. 

Whether it’s solving problems, answering questions, or just being a friendly face, it’s the main ingredient that keeps people coming back for more.