Organizations realize that Customer Service is an important key to the success of business. In simple words “Customer Service” is the assistance and support provided by a business to those people who buy or use its products or services. But in the business world customer service is far more than assistance is support, it is about making your customer feel special; even the most irritate customer.
Customer Service has evolved from a support function an important part in an organization’s ability to generate income and revenue. It can change the complete perception a customer has of the company. Indian companies like Flipkart, ICICI Bank, HSBC Bank, Just Dial etc are companies whose customer service has contributed immensely to their growth.
Customers are the most valuable asset for every bank, since banking is more of service industry, customer satisfaction is an important business driver. A satisfied customer is likely to be a loyal customer and will be more profitable over time, as higher revenue offsets acquisition costs, and customer service helps to achieve this goal.
There are various customer service job openings in banks, where the selection procedure includes a Personal Interview and depending on the candidate experience and attitude, an offer is made by the bank (without appearing for IBPS Exam or Other Bank Exams). Since Customer Service is a significant function, it is important for the candidate to have the right attitude. The hiring is based more on the Personal Interview performance, the Managers ask various questions related to Customers Service and Banking Sector, to get a better understanding of the candidate.
A List of Top 5 Bank Customer Service Job Interview Questions and Answers
1) What is Good Customer Service?
Customer Service is a constant attempt to make sure that the customer is satisfied with the product or service purchased by him.
It is being friendly and helpful to customers, developing a bond with customers and hopefully leading to long term relationships, creating advantages for both customers and the business.
Customers benefit because the business is providing a service that meets their needs and business benefits because satisfied customers are likely to be repeat customers.
2) Why did you choose Customer Service Function as a Career?
Customer Service is an key function of an organization because a Customer Service Representative is often the only contact a customer has with the company.
Customers are important for business as they spend a lot of money every year with a company, and when they have a question or product issue, they expect a company’s customer service department to resolve their issues. It gives me satisfaction to resolve customer issues and help them with questions and concerns.
And a happy, satisfied customers is likely to return and/or tell others about the good experiences that they had when dealing with the company.
3) What have you done to promote great customer service in current of previous job?
This depends from person to person and organisation, but I would mention an example of a friend working with bus ticketing company.
For all cancellation refunds, the company would reply mentioning that the refund will be done in a few days, one of the executives changed the “few days” to the approximate number of days.
The company started replying customers with the approximate number of days (12 – 15 days) for the refund process to be completed. This gave more clarity to the customers and avoided repeated calls for the same issue.
(checkout our post on Shamrao Vithal Bank Customer Service Job)
4) Give an example of a particularly irate customer, you had to deal with and how you used your skills to successfully resolve the issue they faced?
Make sure you are prepared with the answer and it is one where you resolved the issue. The interviewer is looking for skills you possess in handling difficult customers, not the complex details of the particular issue
Your answer may include the following points:
• I listened carefully to the customer and empathised with their situation.
• I clearly understood his concern and took responsibility to resolve the issue.
• I offered a solution and confirmed that the customer was happy.
• I thanked the customer for his patience and co-operation during the call.
By explaining the situation and the way you handled it, you can impress your prospective employer by proving that you already have the required skills to manage the most difficult calls.
5) The customer feels you are taking too long to resolve the issue, what do you do in such a situation?
If there is an issue which is too much time to solve and the customer is getting frustrated, then you can politely explain him that it is a major issue and it will take time to resolve it permanently. You can try and convince the customer to call back again or you can offer him a call back after resolving the problem, in case the customer is not ready to wait any longer.
(checkout our post on HSBC Bank Career Customer Service Executive)
1) Interviews may differ in structure and approach taken by the interviewer, but I hope the following suggestions may help in the generic preparation for forthcoming interviews.
2) Research well about the organisation, on the internet, bank website and try to obtain as many articles, press releases about the company you can gather.
3) Try to understand more about your interviewer and his / her background.
Be Relaxed and Confident in your answers, these are the qualities that the interviewer expects from you even at your job.
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