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How to Prepare for a Customer Service Manager Internal Job Interview

by Lisa McQuerrey

If you’ve been employed with your company for a while, you should be familiar with its customer service goals. When you apply for an internal customer service manager position, use your experience to describe how you would further the organization’s service objectives while building new initiatives. Describe how you would continually train and educate employees and improve service to attract repeat business.

Prepare a Resume

Even though you're applying for an internal position, prepare for the interview by creating a resume designed specifically for the job you're seeking. Revise your existing resume to include current contact information and a description of your existing role with the company. Look back through the past employment history section of your resume and update it to emphasize job responsibilities that relate directly to customer service and staff management.

Research the Role

Learn as much as you can about the responsibilities of the customer service management position you're after. Ask for a job description from human resources or talk to the department head to learn more about what she’s looking for in a qualified candidate. This will help you tailor your interview approach to address key areas. For example, if the department head tells you she wants a manager who can develop a company-wide service training program for staffers, plan to discuss how you’d go about tackling that project.

Research Best Practices

Learn as much as you can about best practices in customer service management. The field of customer care is continually evolving, and reading through research and reports from industry organizations like the National Customer Service Association can help you to educate yourself in such a way that you'll come across as being proactive, forward-thinking management material.

Prepare Examples

Many customer service interviews focus on real-life examples of how you've handled employee and customer relationships in the past. Prepare for your interview by jotting down details of past scenarios in which you turned around the attitude of an unhappy customer, saved a major piece of business by placating a frustrated client, or managed an employee through a contentious interaction with a consumer. Your interviewer needs to be able to picture you handling the role with experience and self confidence.

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