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This information is also used to make any follow-up calls to the QnA Maker service. In version 4. To construct such a knowledge base, see the QnA Maker documentation on how to Use follow-up prompts to create multiple turns of a conversation. QnA...
You may feel nervous as you open your scores and any number of feelings when you see how you did. While you may have prepared yourself to feel disappointment or elation, you may also experience something for which you weren't ready: skepticism....
The information about the questions tells you what to study. The QAS offers more resources and is a better tool for both verifying past scores and studying for another exam. What if You Find a Problem? If you look over your QAS results and find that the graders counted something against you when it should have been in your favor, you can request score verification. While the board does not waive these fees, some learners qualify for reductions. If the College Board finds that your score needs to change due to a problem in scanning or scoring, it will refund the fees you pay for verification. When to Request Score Verification If you believe that your official score is lower than what you really earned, you should request verification.
However, be aware that if the graders find errors of any kind, your score will change. Unlike with ACT verification, your score can go up or down depending on the findings. You may also want to request verification if the scanned version of your essay is hard to read. This could have caused problems with your essay scoring. Although the College Board puts systems in place to avoid errors, they do happen from time to time. Related Articles.
Alison Doyle Updated December 04, If you are applying for a role in customer service or retail, or for any other position where you have personal contact with consumers or businesses, your interviewer will be eager to know how you would interact with and provide assistance to customers. To that end, you can expect questions about customer service. What Is Good Customer Service? The short definition of customer service is making sure the customer is happy. The longer version is to ensure the customer or client is satisfied with the product or service provided, and with the sales, delivery, installation, use, and other components of the purchasing process.
Elements of Good Customer Service When answering interview questions about customer service, it can be helpful to consider the core elements that make it up. They are: Illustration by Catherine Song. Attitude: Attitude is everything, or almost everything. Greeting people with a smile or friendly hello can make a big difference in a retail store. For any customer service position, in-person or by phone, a friendly and patient attitude is important. Show everyone you meet during the interview process the positive and engaging attitude that you have. Efficiency: Customers value a prompt, effective response. Be ready to share your achievements in customer service efficiency with the interviewer.
Have you beaten productivity goals, cut down on response time, or reduced the need for follow-up calls? Problem-Solving: From needing a new shirt for a wedding to requiring a replacement part, customers are looking for assistance, and part of good customer service is fixing problems and answering questions. What is customer service? What They Want to Know: Interviewers want to see how your definition matches up to the company's definition of customer service. The goal is to determine whether you meet the standards for optimal customer service as defined by the employer. I would define customer service as helping customers handle issues, helping them find the product they want, and doing your best to have them leave the store pleased.
Expand 2. What does good customer service mean to you? What They Want to Know: Interviewers are eager to know what you consider to be quality customer service and how you would provide it to customers. Another variation of this question is, "What is good customer service? Good customer service means having a thorough knowledge of your inventory, experience with your products, and being able to help customers make the best choices for them. When I worked at XYZ Company, I used to spend a few minutes each month looking at the newest products to make sure I was fully aware of their benefits, features, and performance, and could make knowledgeable recommendations to customers.
Expand 3. Why do you think you'd be a good fit with our company? What They Want to Know: With this question, interviewers want to get a sense of how you'd mix with the company culture. But this is also a variant on the question, " Why should we hire you? I've seen throughout our conversation, and also when browsing through social media accounts, that ABC Company puts a priority on warm, friendly, and personal service.
That's where I shine. Buying a wedding dress is an emotional moment, and I try to deliver a personal touch, relating to each customer's needs. And it works: I consistently exceed monthly quotas and often benefit from referrals to friends. I'd bring those same qualities to ABC Company, selling formal wear. Expand 4. Why do you want to work in customer service? What They Want to Know: Are you a people-person who enjoys interacting with others? Do you feel gratified when you can solve problems? Or, do you believe passionately in the product or service the company sells? These are the kinds of qualities that interviewers are looking for in your responses to this question. I find great satisfaction in being able to find the perfect outfit for a customer, and have them leave the store knowing that they look their best.
I'm a big fan of the clothing sold at Company XYZ, and in particular how it's designed to fit people of all sizes. Expand 5. Tell me about a time you had to deal with a difficult customer, and how you handled it. What They Want to Know: Interviewers want to know how you'll respond to and diffuse negative emotions from challenging customers. This is an example of a behavioral interview question. A strong answer will showcase your conflict resolution skills, and how you can stay calm, respectful, and helpful in response to unhappy customers. Once, a customer was deeply displeased with his meal. When I looked at the plate, I didn't spot a problem.
First, I asked him why he was unhappy. It turned out that he was allergic to dairy, and the plate had a sprinkling of cheese on it. I acknowledged the situation and apologized—empathy helps. Then, I offered to have the kitchen re-make his meal. I also mentioned it to my manager, who was able to offer him a complimentary beverage. In the end, he left a big tip and apologized for not having mentioned his allergy from the start of the meal when I'd inquired about dietary preferences and allergies. Expand 6. What would you do if you did not know how to help a customer?
What They Want to Know: Interviewers are eager to see your problem-solving skills on display, as well as how you would communicate with the customers and your fellow staff. Emphasize those skills in your response. Remember, sharing an example is always helpful! In an ideal world, that wouldn't ever happen! Of course, we all get stumped sometimes. In those situations, I double-check my work, then loop in colleagues or my manager for more help. I remember once when a customer called inquiring how to delete a program, which sounds simple, but following the standard instructions did not work.
I let him know this was an unusual situation and apologized for the delay in coming up with a fix. I double-checked the manual, confirmed that I was following the instructions, then I reached out to a colleague who was more knowledgeable about these types of issues. Together, we were able to solve the problem, and then update the training manual to share our new insight. Expand 7. What are two or three qualities a person needs to deliver strong customer service? What They Want to Know: Ideally, your response will mirror the values the company holds. Some organizations may put a premium on speedy responses, while others may prioritize high scores in customer satisfaction. Be honest in your response, but if it's possible to highlight qualities mentioned in the job posting, that's beneficial.
I believe it's important to be friendly and warm with customers to leave a good impression. Doing so also can prevent rudeness, anger, and other negative emotions from taking over the experience. However, I also believe that it's important to solve issues quickly. Efficiency is also a priority. Expand 8. What would you do if a customer said you were taking too long to handle an issue? What They Want to Know: Interviewers want to see how you handle negative feedback and stressful situations.
Often, I try to avoid that feedback by giving customers an estimate up-front of how long a task will take, and why it might take some time. However, that's not always possible. If I got this feedback, I'd start by acknowledging it without getting defensive. I'd probably say something like, "I apologize that this issue is taking longer than anticipated to resolve. For instance, I could call the customer back, provide an update by email, or do something that will free up the person's time. Expand 9. What do you know about our products and services? What They Want to Know: Interviewers want evidence that you've spent some time researching the company This helps show that you want to work at this job specifically, not just any customer service position.
XYZ Tech Company sells two levels of cloud storage: the first is geared toward consumers, and my sense from coverage in the media is that you're looking to increase your marketing of this option. As well, XYZ sells an enterprise-level storage option. I would be intrigued to know if that actually drives more meaningful sales. Expand Tell me about your previous customer service experience. What They Want to Know: Potential employers want to know if you have experience in a similar role. You do not have to describe every role you've had, Instead, highlight the most relevant customer-oriented jobs you've had.
And, if you do not have a lot of experience in customer service, discuss relevant skills that you have, such as communication skills, empathy, and problem-solving. It can be effective to use an example of a time when someone made an impact on you through their superb customer service skills. I worked at ABC Retail for several years, selling clothing. After that, I wanted to explore something different. I particularly enjoyed the opportunity to work as part of a team.
The SAT Question-and-Answer Service is extremely helpful to those who wish to double-check their answers to make sure that their test was scored accurately and fairly. In addition, by going over your mistakes, you will be much less likely to make those same mistakes on future SATs, should you decide to take the test again. When is the Question-and-Answer Service available? When is it not available? Makeup test administrations Alternate date testing For U. Student Answer Services Lucky you! This is very different from the Question-and-Answer Service because actual test questions and answers are not included in the service. If you plan to use these materials to study, they might not get to you until after the next scheduled test date! You can also order the Question-and-Answer Service up to 5 months after your test date—there are a few different ways in which you can do this: You can order online by visiting My SAT and selecting Order Verification within My Scores.
Remember, you only have 5 months from the time of your test date to order your SAT Question-and-Answer Service, and you should keep in mind that after ordering the service, it can take a couple of weeks for your order to process. So, basically, plan ahead! And, if possible, just order the service along with your registration so that you can still retake the SAT in time if you need to. Did this post make you a little bit less anxious? Do you feel a little bit more informed? You can always take the SAT again, and you can utilize the Question-and-Answer Service to pinpoint areas in which you need help. Share in the comments below!
In order to have a successful interview, applicants must prepare ahead of time. In this article, we provide 15 common customer service questions with explanations and sample answers. Related: Guide To Customer Service Customer service interview questions with sample answers If you're preparing for a customer service job interview, it can be helpful to review frequently asked questions and answers ahead of time so you have some idea of what to expect. Review this list of 15 questions and answers to help you prepare for your next interview. Related: 20 Customer Service Tips What is customer service? Hiring managers might start the interview off by asking for your definition of customer service.
They want to see how you think about the position and the customer. When you answer, be specific and try to use unique language reflective of your personal thoughts rather than a cliche response or dictionary definition. Example: "For me, customer service is the act of providing the customer with the support they need to make purchasing decisions, understand the product or seek guidance from the company. It's an important role that can take many forms. One of the many responsibilities of a customer service representative is handling complaints from unhappy customers. The hiring manager will want to ensure that you have the necessary skills and tact to manage these situations successfully. If you have experience solving a problem like this from a past position, you can reference it in your answer.
Example: "I've found the most successful strategy for turning an unhappy customer into a happy customer is by actively listening to what they're saying. Sometimes, customers just want you to hear them, and they want to feel like the company cares about them and their opinions. For example, I once had a customer who got home to find there was only one shoe in her shoebox.
She was very upset, so I let her tell me why she was upset, validated her feelings and provided her with a discount on her purchase along with the missing shoe. She left in a much better mood. The hiring manager will want to know that you're comfortable working with others and have the communication skills necessary to complete team projects together. When you provide your anecdote, make sure the problem, your action steps and your coworker's contribution are all clearly stated. Example: "We had a particularly busy day after the launch of a new product, and one of our point of sale machines went down, causing checkout lines to grow long.
I discussed the issue with another rep, and we decided one of us would work the remaining POS system and the other would walk through the line, checking in with customers and offering a coupon as a thank you for their patience. Sometimes, a customer's problem might be outside of your purview. Hiring managers want to see that you understand the company's hierarchy and have a good command of in-the-moment problem solving to ensure you can meet the customer's needs. Speak specifically to the company's employee organization if you can. Example: "If I wasn't able to help the customer, I would ask the customer to rest comfortably while I paged the floor manager. Then, I would relay the situation to the manager so they had an understanding of the issue before speaking with the customer. I would be sure to introduce the manager to the customer to ensure the customer didn't feel abandoned. Customer service representatives interact frequently with customers, meaning they must know how to communicate and remain positive.
Use descriptors for yourself that align well with the necessary skills for a customer service representative in your answer. Example: "At my last job, my peers nicknamed me "Smiley" because I try to smile as much as possible. I find it makes me feel more positive and helps set customers at ease. The hiring manager wants to know if you're able to handle difficult issues, like a defective product. This is another great opportunity to share an anecdote from a past position if you have one.
If you don't, consider providing an example using one of the company's own services or products. Example: "If a customer came to me stating that the zipper on their bag broke after a week, and the company was aware of the zipper issue, I would start by apologizing profusely. Next, I would offer either a full refund or a trade-in for a different product.
If the company issued specific guidelines to mitigate the problem, I would adhere to those. Depending on the specifics of your customer service role, the hiring manager might expect you to work on customer service software. Describe any experience you have. If you don't have any experience working with specific programs, discuss your ability to learn and openness to training. Example: "I used a traditional POS system at my last job.
I'm a very quick learner and would be happy to train on other programs to grow my skillset and better perform the job. The hiring manager wants to know that you're serious about the role and find enjoyment in the responsibilities. Be honest about why you want to work in the position when you answer. Example: "I love this company. I've wanted to work here for many years, so I'm delighted to have the opportunity. Since I'm so passionate about the work that you do here, I know that I would do well when helping customers with any questions they might have.
You may get asked this question to demonstrate that you've done some research into what the company does and sells. You must learn as much as you can about the business before you go into your interview. When you answer, describe the product or service and then honestly answer why you like it. Example: "As someone who exercises every day, finding workout clothes that are supportive and long-lasting is really important to me.
I love that the products this company makes are all well-designed and built to last. I own many pieces from the brand, and I know I can represent their quality well to customers. Hiring managers want to know that you understand what's expected from the position and that you have the corresponding skills to perform it well. In your answer, use the skills and qualifications listed in the job description and tie them to your own skills when possible. Example: "I think the skills great customer service representatives most commonly have are strong communication, positivity and problem-solving. They must clearly communicate with customers, both by answering questions or explaining policies in addition to actively listening to the customer. It's vital to remain positive, even with an upset customer. Finally, solving problems for customers is both a skill and a necessary qualification for the position.
Customer service representatives must remain professional under stress whenever possible. The hiring manager might ask this question to see what procedures you have to keep yourself and the customer from becoming overly emotional. If you have an example from a past job, share it in your answer. Example: "My process for helping customers calm down is to first really listen to what they're saying. Even if they raise their voice, I try to keep myself calm by taking deep breaths. Once the customer finishes speaking, I thank them for sharing their concerns and validate their feelings.
I ask what they would like to see the company do to try and rectify the situation. I've found this works well to at least bring the customer's emotions down so that we can start addressing the actual problem. Hiring managers want to know what your career ambitions are. Depending on the company and the specifics of the position, they might be looking for someone who plans to stay with the company and progress through the ranks. Be honest about your trajectory and thoughtful about how this position will support your career goals when you answer. Example: "I would love to work as a manager in this company in the next five years. I think working in customer service is absolutely vital since I'll get such a great feel for what customers need and want. I enjoy the responsibilities of working as a customer service representative, so I think this position is a great fit for me and my career ambitions.
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