Marsha Hebert 
Lean on your experience as a customer and a CSR to answer “What does customer service mean to you?”
Your answer to “What does customer service mean to you?” can make or break your success in an interview for a customer-facing role. Not only will how you answer tell the hiring manager about your skills and experience, but they'll also learn whether you view customers as a means to an end (e.g., just a way to get a paycheck) or if you truly value them.
In this article, you'll learn how to define customer service in a way that will impress an interviewer and how to craft a compelling answer that proves you are the best thing to happen to customer service since they put mayonnaise in a jar.
Why does how you answer really matter?
Employers aren't looking for someone to show up and do the bare minimum. Anytime you're applying for a job, you have to put your best foot forward and demonstrate that you'll do what's necessary to ensure customers leave with a smile on their face.
Of course, that's not always possible, but when you give a proper answer to the “What does customer service mean to you” question, the hiring manager can assume that you'll approach customer-facing interactions with empathy, problem-solving skills, and a genuine commitment to making customers feel valued. This, in turn, shows them you understand that customers are the backbone of a company and are instrumental in organizational success.
How do you define customer service?
You can't answer “What does customer service mean to you?” if you have no true idea what customer service actually entails. It's more than simply ringing up a customer in the checkout aisle. In fact, answering this question by saying something like, “Customer service is what I'll do when someone comes up to me with a cart full of stuff to buy” is the best way to have your interview cut short.
Think of what you expect as a customer
Everyone has been a customer at some point; you may even fall into the customer role on a daily basis. When you walk into an establishment, what do you expect in the way of service from the staff? It can even help you to think about a time you received stellar service and another instance when the service you received was less than desirable because you can use that as inspiration for what not to do. Put your musings into words.
- “When I go to a store, I want to be treated with respect in a positive environment.”
- “To me, customer service means feeling valued and understood.”
- “I hope customer service staff meet my needs when I have questions without treating me like I have two heads because I ask a question.”
As you start spinning your definitions of customer service, think about how each interaction affects the overall business, especially as it relates to customer loyalty and brand reputation.
Put your answer together
Now that you have an idea of what customer service means and how it is important to the business as a whole, it's time to craft your answer to “What does customer service mean to you?”
Blend personal reflection with professional perspective
The best way to begin your definition is with a clear statement that reflects what customer service means to you. This statement doesn't have to be long; one sentence is fine.
Next, inject some good qualities a customer service rep should possess. These can include things like empathy, patience, proactive communication, and active listening.
Finally, connect it to the business' success by explaining how great customer service supports organizational goals.
Here's a sample answer with all of that put together:
“Customer service means treating customers with respect and meeting their needs. Great customer service is rooted in empathy, active listening, and a genuine desire to help people. When customers feel supported, they're more likely to come back, spend more money, and recommend the business to their friends.”
What you shouldn't say
Try to avoid letting your nerves get the best of you when you're face-to-face with the interviewer. It can be easy to blurt something out quickly, thinking the hiring manager wants to hurry things along. Slow your mind, take your time, and answer with thoughtfulness. With that being said, there are definitely things you should avoid saying when asked “What does customer service mean to you?”
1. “Helping customers buy stuff”
While that is true, it's overly simplistic and doesn't connect customer service with business goals and values. On top of that, good customer service goes beyond processing sales. You're supposed to be building long-term relationships – remember, most businesses want loyal, repeat customers.
2. “The customer is always right”
In the olden days, you'd hear this all the time. It's certainly geared toward ensuring customers are satisfied, but satisfaction with something has a lot of moving parts and doesn't center around simply being always right.
3. “I'll just follow company policy”
It's definitely admirable that you are willing to do what your employer tells you to do, but sometimes, things happen that the policy doesn't account for. Great customer service is about being flexible and adaptable to different customer needs.
You're someone who genuinely cares
When you sit in that interview chair, your goal should be to emphasize that you really do care about the people who visit the business. Your response to “What does customer service mean to you?” should reflect that you understand the deeper value of customer interactions. If you can answer the question using these tips, you'll prove that you're a valuable asset, and they'll be chomping at the bit to hire you.
Knowing how to answer, “What does customer service mean to you?” is only one part of your job search success. You also need to have a well-crafted resume that shines a spotlight on your skills and experience. Our professional resume writing services will help you make a lasting impression before you ever set foot in an interview room.