What Is Your Favorite Thing About Customer Service Leadership?

Team leader questions will probe your ability to build morale, promote company values and provide guidance in a group environment.

These are key attributes that you demand to testify off in order to progress in any organisation. And then, brand certain you are equipped with strong answers to these squad leader questions.

1. "What take y'all washed to promote great customer service?"

Firstly, know what you remember great client service looks like. Wait for situations and examples when you had an thought, a client, or customer telephone call, where you personally went that extra mile.

Did you change a process or process? Or perhaps a staff fellow member you mentored, coached or brash delivered a slap-up client service win or result for your team, brand or business organisation.

1 example of how you can promote great customer service is to provide your squad with a list of positive words and phrases or a set of empathy statements to heave rapport with the customer.

2. "How do you ensure that the goals of your squad are in line with the overall company goals?"

This question helps your interviewer to gauge whether you sympathize your office in your current job, and how your efforts contribute to the goals of the organisation.

For example:

The company I currently work for publishes an annual report of KPIs relating to the goals they hope to accomplish that year. I extract the company goals that are relevant to my department and break them downwardly into weekly objectives. I then use these objectives to ensure that my squad is constantly contributing to the overall goals of the organization.

3. "How would y'all measure the success of y'all and your squad over a 3-, vi- and 12-month menstruation?"

A ruler is held up to the word success

This question requires you to sympathise the benefits of setting SMART (Specific, Measurable, Achievable, Realistic and Fourth dimension-bound) objectives and developing action plans.

For example:

In line with the over-arching goals of the company, I would set up personal goals for myself and my squad which I would subsequently pause down into weekly SMART objectives. I would monitor these closely through general in-role communication and a serial of team meetings, too as through scheduling private appraisal meetings at iii-, 6- and 12-calendar month intervals.

4. "How would you manage your fourth dimension and objectives in your office?"

This is your opportunity to assure your potential employer that yous are capable of working in line with your objectives and getting the job washed on time.

For example:

In my electric current role, I break down my objectives into daily targets and outline periods of the 24-hour interval when I am going to focus on achieving them. I find this organisation works well for me and I await to carry it into my next job.

Also, it would be good to demonstrate as a leader how y'all are helping others manage their time. One case of how you lot tin can do and then in the call center would be to provide agents with a list of phone call centre abbreviations to speed upward wrap-time.

5. "How oft do you challenge the way your current company does things or challenge something that you experience needs to change?"

This is a bit of a tricky question to answer, as how yous answer can decide whether your interviewer thinks you are besides strong-minded or, worse, too sheep-like in your approach to piece of work. An ideal answer will testify a caste of residuum.

For example:

Throughout my term of employment, I continue a constant notation of any areas that I feel tin exist improved. Simply I only nowadays these concerns to my boss when I have developed in-depth and realistic solutions.

The frequency of these meetings is adamant past how stable the company is. If the company implements several changes throughout the course of the year, I am more inclined to provide regular feedback to my boss.

6. "How creative are you in comparing to your colleagues, i.e. in managing, developing, encouraging and motivating your team?"

A representation of a brain storm

This question is asked to determine whether or not you are going to bring something to the team.

In an ideal reply yous will confirm that you are creative in your job role, and markedly so compared to some of your colleagues. You should then proceed to give examples which demonstrate this.

This question gives you the opportunity to tell the interviewer nearly how you developed a Monday-morning prize-giving incentive to get your team fired up for the week. Or how you introduced daily staff meetings to keep your team engaged with the goals of the system. Or implemented a buddy-upwardly training programme to help your new recruits settle in faster.

Examples of innovative ways that people in customer service use to motivate staff can be found in our commodity, 11 creative tips that will heave morale.

7. "How practise you measure the success of your incentives?"

An platonic reply to this question will demonstrate that yous are capable of monitoring a situation as it evolves.

For example:

Whilst working in a telephone call centre as a supervisor, I introduced 'Sugar Fridays' – giving my squad sweets and treats to get them through the Friday slog.

Prior to introducing the incentive, I compiled a backlog of sales figures from previous Fridays. I then introduced the incentive on a trial catamenia, continued collecting data and cross-compared the results. There was an obvious superlative in sales figures and then the incentive became permanent.

8. "How accept you utilised customer complaint feedback to improve how your squad are selling?"

An ideal answer to this question will demonstrate that you are capable of assessing a state of affairs and implementing improvements.

For case:

I started to notice that a lot of customers were complaining well-nigh feeling patronised by my agents. In response to this, I listened to the calls these complaints stemmed from and realised that words such as 'wonderful' were existence over used.

I then had a meeting with the worst offenders in my team and suggested changes that they could brand to correct this behaviour. Subsequently this meeting, customer complaints reduced and sales increased.

Follow the link for advice on how to improve selling over the phone.

9. "How take you educated your frontline agents to ensure excellent client feedback?"

As a leader charged with delivering first-class client feedback, you volition know how of import information technology is that customer feedback and insight are monitored, measured and acted upon, whenever appropriate or necessary.

Michelle Ansell

But how about your agents? This question is very much aligned to your engagement, coaching and development skills. You need to recall nigh the civilisation, advice and interactions y'all have with your agents.

Discuss how y'all impart your knowledge and feel to your agents and how you ensure that they can continue to develop the confidence, skills, noesis and habits that will drive excellent customer feedback with every interaction.

With cheers to Michelle Ansell, Douglas Jackson

10. "How did you recognise the level of trust or respect your team held for you and how did y'all ensure this connected?"

But you will know if your team really trusts and respects y'all. Respectful employees volition unremarkably brand yous coffee, concur a door open for you, properly carry out tasks assigned to them and rarely undermine your judgement.

To maintain this level of respect, you should make time to recognise your employees' efforts, occasionally explain how yous reached a solution to a problem (this can assist with buy-in for larger changes or projects) and do your best to be consistently level-headed and successful in your judgement – as information technology but takes one sideslip-upwardly to undermine your credibility.

Have y'all been asked any other questions that have probed your leadership abilities? If and so, we would like to hear them! So, delight get out your thoughts and suggestions in an email to Call Centre Helper.

For more questions covering more than than just team leadership, read our commodity: Meridian 50 Customer Service Interview Questions – with Answers