Courting customers with captivating conduct

Gaston de Rosayro

The customer service sector in Sri Lanka is one of the fastest growing industries today. Customer service jobs account for a large number of the employment opportunities in today’s job market. From technical support engineers to bank tellers, receptionists or the hospitality industry, customer service is a vital component of almost any business. A successful interview for a job in this field is a key to beginning your career in customer service.

Most businesses have some form of customer service work ranging from the company receptionist to a huge dedicated call centre. All customer service positions involve creating a positive relationship with the customer and ensuring the interaction the customer has with the business is an efficient and satisfying experience.

Know your potential employer. Before your interview, take the time to research their company, what they do and their policies so that you are well-informed. This will show initiative and care about who you work for. A potential employer’s assessment of you begins the moment you request an application. Put your best foot forward and make a great first impression by following these suggestions. Always dress professionally. Present a professional appearance.

Unless you are looking for a job as a ranch hand or rodeo cowboy, ditch the jeans and sandals. No it is unlikely that you would be looking for a job as a horse riding instructor. There aren’t jobs for beach bums either, so T-shirts and shorts are taboo as well. It is usually some sort of formal job that calls for proper dress sense. So the point is to look as if you’re ready to start work immediately.

Dress for success. Choose an outfit that is both professional and conservative, as you do not necessarily know the workplace dress code of the company you are interviewing for and will want to appear respectful and professional. Switch your phone off. Nothing makes you seem more unprofessional than talking on your mobile phone or mindlessly texting messages.

Be friendly. Be courteous to the front office staff. The receptionist may inform the hiring managers if you are rude or arrogant. Ask politely. Use a polite tone of voice when requesting the application. If the employees are busy, wait patiently and don’t complain. Thank them after receiving the application.

Make sure you fill out the application completely with a blue or black pen. Use your resume as a blueprint when filling in the spaces. Answer neatly and honestly, use correct spelling, and sign and date the application correctly.

Be sure to explain any gaps in your work history. If you were attending school or on leave, make note of it on the application.

Remember to always organise any paperwork and documentation beforehand. If you bring a copy of your resume, references or any other materials that have been requested for review at your interview, have these items neatly ordered together in a file or briefcase of some sort. Carrying loose paperwork will appear sloppy and disorganised.

You never get a second chance to make a first impression. Make a good first impression by smiling and confidently shaking hands with your interviewer. A customer service job is one in which you will interact with many different kinds of people, and it is important to convey to your interviewer that you will be capable of being courteous and helpful to all of their clients and customers.

Do not be unnerved if there is more than one interviewer. Interview panels sometimes comprise three or more senior staff members. Address each answer during an interview to the individual who asked the question. Maintain good eye contact and pretend you are having a simple conversation with the interviewer. These skills are necessary in customer service jobs, so they should be demonstrated in the interview.

Take a deep breath. If you feel intimidated by the personality of one or more interviewer imagine them dressed in swim suits. It might help. But for heaven’s sake don’t let your imagination run riot while doing so or go into gales of laughter. That would be a certain way of your being short-listed for the loony bin.

Speak slowly and articulately. Never raise your voice. As much as you want to appear confident and qualified for the position, you will also want your potential employer to perceive you as being well-spoken and informed. If you tend to speak quickly or stammer when nervous, practice answering potential questions at home in a mirror before the interview.

Answer questions in complete sentences. Also it would help if you end your answers by referring to your interviewer as Sir or Madam! Helping to solve problems and meeting customers’ needs are important elements of any customer service job, and your interviewer will want to see that you can answer questions in an informed and professional manner.

Promote yourself. If there are any qualities or past experiences that you feel would qualify you for the job or possibly set you apart from the rest of the potential candidates, be sure to mention them during the course of the interview. If this is done in a way that does not come across as arrogant or brash, it will make you a memorable interviewee to your prospective employer.

Follow up, but be patient after the interview. Many customer service agencies interview several potential candidates before making a final decision, and it may take a few days before they decide if you are right for the position. Following up with your interviewer a few days after your interview, however, will show initiative and drive.

If the employer does not offer certain information such as the salary wait until your second interview. Asking about pay right away shows you are more interested in the salary than the job itself. If you pass that first stage, there will be plenty of time to talk about salary.

The interviewer knows what you need to know about the salary level of the job. During the interview everything you do and say is part of the evaluation as he wants to know if you will take any initiative. So ask. At some point he will say something like:

“Well, do you have any questions?” This would be your chance to ask: “Can you tell me something about the overall compensation package for this position?” Do not directly mention the word “salary”, “wage”, “pay”, or “money”.

Next week: Answering interviewers’ questions.

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