Customer Service

Summary

🫂 Customer Care

Job-Based Questions :	Individual Contributor	Manager
	1️⃣ A customer complains about a well-known problem with your product/service, how would you defuse the situation?

1️⃣ What do you think is the recipe for not losing customers?

	2️⃣ Tell me about a time when you were able to solve a customer problem while exceeding their expectations.
2️⃣ In your opinion, what are the most important tools to implement in a customer service?

	3️⃣ A customer complains about the product he received and would like a discount. What is your reaction?
3️⃣ What strategy do you use to retain customers?
	4️⃣ Tell me about a time you were able to calm an angry customer.

	Individual Contributor	Manager
Job-Based Questions	1️⃣ What information do you need to know about a customer before starting an onboarding?	1️⃣ How do you collect customer feedback? And how do you transform this feedback into actionable information for the company?
	2️⃣ During your last three onboardings, customers all asked for the same feature, which is not available in your product. How do you react?	2️⃣ What are the main KPIs to follow as a Customer Onboarding Manager?
	3️⃣ Despite three explanations from you, the customer confides in you that he has not understood how to use your product effectively. What do you do?	3️⃣ What do you think is the ideal process for moving a customer from the customer onboarding department to customer care?