In today's article, we'll be discussing five customer service manager interview questions, but before we do that, just a quick disclaimer, these questions are not guaranteed to be asked at your interview.

在今天的文章中，我们将讨论五个客户服务经理的面试问题，但在此之前，只是一个简短的免责声明，这些问题不能保证在面试中被问到。

Question number one, what has been your most qualifiable achievement as a customer service manager this year? When the interviewer asked for quantifiable achievement, they are looking for a precise response with measurable numbers and impact. Perhaps you have boosted employee retention in the past year, or maybe you have significantly increased customer satisfaction points. Talk to the hiring authority about your most significant achievement as a customer service manager, offering up as much detail as possible.

第一个问题，作为一名客户服务经理，你今年最有资格的成就是什么？当面试官询问可量化的成就时，他们希望得到一个具有可衡量的数字和影响的精确回答。也许你在过去的一年里提高了员工保留率，或者你显著提高了客户满意度。作为一名客户服务经理，与招聘机构谈谈你最重要的成就，提供尽可能多的细节。

I am very proud to say that since taking over as a customer service manager 6 months ago, my team has maintained a 96 % satisfaction rating in the customer care department. Previously, the satisfaction rating was only 72 %. I skyrocketed satisfaction numbers by engaging my team through small rewards, verbal recognition and fun performance based initiatives within the service department.
我非常自豪地说，自从6个月前担任客户服务经理以来，我的团队在客户服务部门一直保持着96%的满意度。此前，满意度仅为72%。我通过服务部门的小奖励、口头认可和有趣的绩效计划，让我的团队参与进来，从而使满意度大幅上升。

Question number two, describe your management style and how it will align well with our company's philosophy. The hiring authority is looking for clues that you are the right fit for the organization in terms of customer culture and your management philosophy.
第二个问题，描述你的管理风格，以及它如何与我们公司的理念保持一致。招聘机构正在寻找线索，以证明你在客户文化和管理理念方面适合该组织。

With questions like this one, you must take the time to come through the company website and learn everything you can about their mission and values. Be sure that your answer aligns nicely with the goals of the interviewing company. I describe my management style as an approachable, friendly, and encouraging. I feel that when my team knows to come to me with questions, concerns or additional training, that they will get what they need to be empowered in turn. This translates to a much fuller, more positive customer experience. I read on your company website that knowledge, service and transparency are the three pillars to the success of your company and team. I come prepared to uphold those pillars as they resonate deeply with my management style and customer service philosophy.

有了这样的问题，你必须花时间浏览公司网站，尽可能了解他们的使命和价值观。确保你的回答与面试公司的目标完全一致。我将我的管理风格描述为平易近人、友好和鼓励。我觉得，当我的团队知道带着问题、顾虑或额外的培训来找我时，他们就会得到他们所需要的东西，从而获得授权。这将转化为更全面、更积极的客户体验。我在贵公司的网站上看到，知识、服务和透明度是贵公司和团队成功的三大支柱。我已经准备好坚持这些支柱，因为它们与我的管理风格和客户服务理念产生了深刻的共鸣。

Question number three, what would you do if an employee is not meeting their goals? The interviewer like to know how you handle underperforming employees, discuss how you treat employees who are not meeting targets and company expectations, be sure to highlight your management style and overall approach when it comes to managing underperforming employees. You can achieve this by providing a story based example of a time when you handled a situation with an underperforming team member. Individual coaching is a large component of my role as a customer service manager. I will find out what is preventing that associate from meeting their goals and work with them to overcome those challenges. Perhaps something is going on outside work, or they did not receive training to feel properly equipped to exceed their goals. Once we identify those items, we will formulate and execute a plan to get them on track.

第三个问题，如果员工没有达到他们的目标，你会怎么做？面试官想知道你如何处理表现不佳的员工，讨论你如何对待没有达到目标和公司期望的员工，在管理表现不佳的员工时，一定要强调你的管理风格和整体方法。您可以通过提供一个基于故事的示例来实现这一点，该示例描述了您处理表现不佳的团队成员的情况。个人辅导是我作为客户服务经理角色的重要组成部分。我将找出阻碍员工实现目标原因，并与他们一起克服这些挑战。也许工作之外发生了什么事，或者他们没有接受培训，觉得自己有能力超越自己的目标。一旦我们确定了这些项目，我们将制定并执行一项计划，让它们走上正轨。

Question number four, what type of formal customer service training have you delivered? The interview would like to know about any formal training you have delivered related to customer service. This training could include a robust on boarding plan for your new customer service reps. Any on the job training, you provide courses, you enroll your team in, or even books that you give to your staff to help them grow professionally. Show the interviewer that you have an interest in bettering your customer service team and yourself along the way.

第四个问题，你提供了什么类型的正式客户服务培训？面试人员希望了解您提供的与客户服务相关的任何正式培训。该培训可以包括为您的新客户服务代表制定一个强大的入职计划。任何在职培训，你提供课程，你让你的团队参加，甚至你给你的员工的书，帮助他们专业成长。向面试官展示你有兴趣改善你的客户服务团队和你自己。
This question is a great time to ask the interviewer about their company specific customer service training approach. I've received and given robust customer service training throughout my years in management, in my current role, I teach my new employees, the basics of customer service excellence, including building report, active listening, identifying opportunities to exceed expectations and service with a smile.

这个问题是向面试官询问他们公司具体的客户服务培训方法的好时机。在我多年的管理生涯中，我接受并提供了强有力的客户服务培训，在我目前的职位上，我教我的新员工卓越客户服务的基本知识，包括建立报告、积极倾听、发现超越期望的机会和微笑服务。

Could you share with me your favorite approach when it comes to training customer service teams?
你能和我分享一下你最喜欢的培训客户服务团队的方法吗？

Question number five. What has made you ready for the responsibility of being a customer service manager? The interview would like to know that you feel ready for the responsibility of being a customer service manager. Discuss with the interviewer all the things you have done to prepare you for this opportunity. Be sure to draw out specific responsibilities from the company's description for which you are particularly prepared for. I have 8 years of experience in supervisory and assistant management responsibilities in a retail and hospitality environment. I've LED large teams through complex projects and am ready to take the next step in my career. The responsibilities of this customer service manager role align well with my past experiences in my education and hospitality management.

第五个问题。是什么让你准备好承担客户服务经理的责任？面试人员希望了解您是否已准备好承担客户服务经理的职责。与面试官讨论你为这次机会所做的准备。一定要从公司的描述中找出你特别准备的具体职责。我在零售和酒店环境中有8年的监督和助理管理经验。我已经带领大型团队完成了复杂的项目，并已准备好在我的职业生涯中迈出下一步。客户服务经理的职责与我过去在教育和酒店管理方面的经验相一致。