The mere thing worse than bad customer service is bad customer service that could just as simply have been good customer service. Workers require delivering the most outstanding support they can provide. The mere way to do that is to make certain you have all of the details possible and understand as much about the customer’s requirements as you can.

Behavioral Interview Query: Tell me about a time period that you were unclear about a customer’s appeal. What measures did you take to clarify things?

For this kind of behavioral interview query, workers are simply looking for two things.

1. They are searching to see if you have the courage to ask queries
2. They are searching for an awareness of what goes into providing excellent service.

It is okay to be confident with this query, but if possible be sure and drop in a tidbit or two about your customer service skills, with a detail that demonstrates you are an excellent judge of what goes into quality customer service.

Sample Answer

“I find that in any call help center, that situation happens often, particularly since the customer does not always know the terminology that we use in house. In most cases, I do not have any issue simply asking them to clarify their request, especially when the customer and I have developed a rapport. I mostly do this by confirming what Ii have understood of their request and asking them if that is correct.

The procedure is a little different for frustrated customers.  I initiated by repeating exactly what they said so they know I was listening, and then I give them with a list of problems that may be what they’re asking about. In some cases, when it’s clear the customer isn’t willing to help any further, I’ll ask queries that appear to simply be about adding necessary details, but in reality they give me clues about what they could have been discussing, such as ‘I require checking a few things before taking the next steps. Tell me, is the red light flashing or solid colored?’ Often these details are enough to figure out what they were originally trying to convey.”

You can see by this kind of answer that the best way to ask for clarification is to simply inquire for clarification. But the added detail about repeating what the customer said to show you were listening is what will actually excite the employer about your candidacy.