How to Answer “What Does Customer Service Mean to You?” in an Interview [+ Examples]
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It’s common to be caught off guard by the question, “What does customer service mean to you?” There are many ways to approach your response, but which is the best? Our guide, tips and examples will help you craft a compelling and confident answer to impress the hiring manager at your next interview.
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Why Do Hiring Managers Ask This?
Employers ask the “What does customer service mean to you?” interview question to assess if your approach to customer service aligns with their company philosophy. The hiring manager wants to gauge how you typically interact with customers and the value placed on customer experience.
A positive customer experience is directly related to a brand’s image. Customer service employees are responsible for maintaining the company’s reputation and ensuring client loyalty and repeat business. Highlighting ways in which you achieve customer satisfaction and uphold company values is critical to answering this common interview question.
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4 Tips on How to Answer “What Does Customer Service Mean to You?”
Now that you know what the hiring manager is looking for, let’s tackle crafting that all-important “What does good customer service mean to you?” answer.
1. Learn about the company
First and foremost, research the company and become familiar with their customer service strategy and policies. Read their mission statement to gain insight into the company’s values. This information lets you know what they expect from their employees and how to approach your response best.
2. Craft your customer service philosophy
With the company’s values in mind, create your customer service philosophy. Find a balance between your beliefs and the company’s to keep your answer genuine. Don’t repeat what they say; be authentic and make it your own.
Consider your feelings and attitudes surrounding customer service. What do you value in a customer experience? How do you approach a customer inquiry? For example, you could say, “An outstanding customer experience means I empathize with the client’s problem and go out of my way to find a solution. I want the customer to feel heard and cared for.”
3. Share a positive experience with a customer
After establishing your philosophy, back it up with an example. A good customer experience example will show the employer you can follow company policy and meet the client’s needs. Use the STAR method to organize your answer and highlight a few customer service skills. For example:
“When I was working as a hotel receptionist, a guest approached me because their air conditioning wasn’t working properly on a hot summer day. I quickly apologized to the guest for the inconvenience and offered complimentary access to the hotel’s lounge to relax and cool off while maintenance solved the problem. I provided regular updates to the guests about the progress of the maintenance work. Once the issue was resolved, I followed up to ensure they were satisfied with the solution and offered any additional assistance they may need during their stay. Despite the initial inconvenience, they left with a positive impression of the hotel’s commitment to customer satisfaction and expressed their intention to return for future stays.”
This scenario shows you handle all customer’s inquiries seriously and follow the correct protocol. Additionally, it highlights soft skills such as responsiveness, problem-solving, empathy and communication, which are crucial for effectively addressing and resolving guest concerns to ensure a positive experience.
4. Concentrate on change
Customer service is all about positive change. How can you change the client’s experience for the better? Your answer should underscore how you can improve a customer’s day by actively listening, showing empathy and being a proactive problem-solver. These characteristics are universal to all customer service philosophies and demonstrate that you have a deep understanding of customer service.
PRO TIP
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3 Sample Answers
Consider these “What does customer service mean to you?” examples when preparing your response for your next interview:
“Customer service means going above and beyond to meet the needs and expectations of customers, ensuring they feel valued, respected and satisfied. It’s not just a transactional interaction; it’s an opportunity to make a meaningful difference in someone’s day. It’s about anticipating their needs, empathizing with their situation, and proactively exceeding their expectations. When a guest at the hotel I worked at expressed disappointment with their room view. Instead of simply apologizing, I took the initiative to upgrade them to a room with a spectacular view of the city skyline at no extra cost. This small gesture turned their experience around, leaving them delighted and appreciative.”
“Customer service means creating a welcoming environment where customers feel valued and their needs are prioritized. It’s about offering assistance with a genuine smile, actively listening to their inquiries, and finding solutions to ensure their satisfaction. For instance, when a customer at the clothing store I worked at struggled to find the perfect outfit for an upcoming event, I took the time to understand their style preferences and offered personalized recommendations. By going the extra mile to help them find the right attire, I met their needs and left them feeling confident and appreciated.”
“As a bank representative, customer service is about providing proactive solutions to address customers’ financial needs and concerns. It’s about building trust through clear communication, expert guidance, and prompt assistance. For example, when a customer expressed frustration with their account fees, I thoroughly reviewed their account. I suggested a more suitable banking package to meet their needs better and save them money. By finding a solution tailored to the customer’s situation, I resolved their issue and strengthened their trust in our bank’s commitment to their financial well-being.”
Key Takeaways
Ready to ace the “What does customer service mean to you?” question? Let’s review some key points:
- Hiring managers ask this question to understand what you value in a customer experience and if your approach aligns with theirs.
- Always research the company’s values and policies to ensure your beliefs and customer service style are compatible.
- When answering the question, show the employer you have a solid philosophy for your customer service strategy and illustrate it with an example.
- Use your example to highlight your skills and past work experience.