You’re asked the interview question, “what is your greatest strength?” To which you answer, “I would say customer service is my greatest strength.” Paus…. Long silence between you and the interviewer…. Interviewer writes on her notepad…. She clears her throat…. Next question….
What did you do wrong?
If you say you did nothing wrong, that you answered the question by addressing the major skill the employer is seeking; you’re partly correct. What you failed to do is prove that customer service is your greatest strength. Here’s how to prove your greatest strength.
Take a breath before answering this question. “I would say customer service is my greatest strength. I listen to the customer’s needs, always asking how I can help him/her. When I understand the customer’s needs, I do my best to meet them. Can I give you an example?”
The interviewer nods and waits with anticipation for you to prove what you assert. To do this you’ll tell a story using the STAR formula, which may go like this:
Situation: One of our longstanding customers had left us prior to my arrival at Company X. I had heard the customer was unhappy to the point where he said he no longer needed our services.
Task: My vice president wanted me to persuade the customer to return. As the new manager of a group of five furnace technicians, it was my mission to win back this customer.
Actions:To begin with, I had to understand what made our customer unhappy, so I asked one of my subordinates who was close to the situation. He told me it was because the person who previously worked on his furnace did shoddy work and wasn’t responsive.
With this information in hand, I called out customer to introduce myself as a new manager of the company and ask him why he was unhappy with our service. At first he was justifiably angry, telling me he would never use us again. He revealed that his furnace was never cleaned, that it still smoked..
This was going to be a tough one, based on the tone in his voice. I listened to what he said and told him I really couldn’t blame him for being upset. I agreed with him that he wasn’t treated properly. I was going to make it right. Too late, he told me; he was going to go with a competitor of ours. He hung up before I had the chance to talk with him further.
I decided to go unannounced to his house to introduce myself from Company X, I was met with, “Boy, you’re persistent. I apologized for coming without warning and asked him if I could look at his furnace. He didn’t seem to mind and told me to go to the basement through the back.
“But I ain’t paying for nothing,” he told me. Fair enough, I told him. We want to regain your trust, and if I can’t fix what’s broken, I wish you the best. I am still sharp with my technical skills, so I was sure I could fix his furnace and win back his business.
I spent two hours fixing what was broken, namely the exhaust pipe was full of soot, which required vacuuming. In addition, the oil pump had to be replaced. This was not news our customer wanted to hear, but he was happy I was honest with him and for the work I had done. He also said the former technician didn’t catch these problems, or didn’t care.
When he asked me what he owed me, I told him there was no charge. I just wanted to be assured that he’d stay with our company.
Result: My customer told me that I had regained his trust. Further, he appreciated my honesty and concern that his furnace would be fixed right the first time. He returned to our company. For my efforts, he tried to give me forty dollars “to take the missus out for dinner.” Of course I refused his money.
From the above story, you see how the job candidate proves how he provided customer service in this instance. Of course the interviewer will ask more questions about customer service, both requiring positive and negative outcomes. Although this story exceeded two minutes, the job candidate was able to grab the interviewer’s attention.