Customer Service Manager Interview Essay

Written Interview questions for Transportation Customer Service Manager

1. Please describe your experience in the field of customer to include duties and responsibilities and the years of experience in the field.

Every position I have held has given me the opportunity to grow, implent and excel using my customer service skills. During my 4 years of experience as restauarant manager I was center of operations which made me the contact for customer, including their complaints. Although stressful at times, it was a very rewarding experience which taught me the foundation for which I’ve built upon over the last 13 years. My responsibilities as a manager in the food service industry ranged from working as a waitress to payroll. There were

I have encountered distressed customers and I feel it is important to individualize each situation and cater to the best of my ability to the needs of those customers. I consider myself to have a high tolerance for stress and I stay calm in these situations, take a deep breath and maintain my professionalism. For example, I once had a customer who became irate when his insurance company did not pay for a medical test he had performed. He was screaming and insulting the company for which I worked. I remained calm, apologized for the inconvenience and asked the customer to explain the situation. Without interruption I allowed him to speak and I in turn repeated the problem to show him that I had been listening and understood his situation. I have found it important to not interrupt the customer because they want to feel as if they have a voice and want to be heard. It is also important to be understanding and I explained he was not responsible for the costs incurred due to a clerical error in which we did not obtain a prior authorization. I then explained how I would correct the error. I made sure this solution was acceptable to the customer and the customer left satisfied. I believe it was due to my calmness and my ability to listen to the customers needs. In this particular situation I was able to resolve the customers

Setting priorities and goals are solid groundwork for completing any project. The last project I was assigned independently was to create a system to track defibrillator and pacemaker checks which were performed by the patient in their home. The checks were scheduled and the patient had complete them on a specific date. Then they were scanned into their chart and billed. I successfully created a system for documenting all of the above actions to ensure there were no missed checks, they were performed on the correct date, successfully scanned into the patients chart and billed correctly. This project took approximately one month to complete. I set my goals as stated above, I laid the groundwork by collecting the required information on each patient including which device they had implanted, how often the device was to be scheduled and which charges should be incurred. The outcome was a successful tracking system which performed it's duty.

5. Please discuss any experience you may have providing training or instruction to other