Marketing and Online Customer Support

This might sound like a trick question, but it isn’t. A great candidate should feel comfortable talking about their experience using your product or service, and pointing out places where their experience could have been improved.

I build a quick line system, one line will helps anybody with jobs that can be done fast, while the other one for slower moving customer matters. One or two people are appointed to solve the customer's issues. That decreases the numbers and pushes the difficult jobs faster. Quick service should be given to customers. A long waiting line is the good basic for getting complaint. The demand for efficient time frames is realized in the good customer service practice.

☛ How many customers do you usually talk to daily?

☛ Are you familiar with our products/services? What do you think are the most common issues we face with clients?

☛ How do you communicate customer comments to internal teams (e.g. Marketing and Product)?

☛ Are you familiar with CRM software? What tools do you use on the job?

☛ Do you use social media and forums to contact customers and answer their queries? If so, what are the basic rules of effective online communication?

Every company’s customer service stack is different, but it’s an added bonus if a candidate has past experience using ticketing systems, CRMs and collaboration tools, or has the desire to learn new technologies and systems.

What to look for in an answer:

☛ Ability to learn quickly

☛ Past experience

☛ Specific tools and systems

I have extensive experience using live chat software, JIRA for ticketing and Zendesk for customer relationship management. I’m also really interested in learning more about how automation can make the customer service process faster and more efficient.

☛ What would you do if you were on the phone with a dissatisfied client and didn’t know how to answer their question?

☛ How would you reply to an angry customer who wants to speak with your manager?

☛ How would you respond to a client who complains that the product is too expensive and asks for a discount?

☛ How would you handle multiple calls and emails from customers about a system failure that was due to a technical issue beyond our control?

This competency deals a lot more with operations than simply content creation. Producing and delivering great content on time on a regular basis is no easy feat.

☛ How do you work with targets? What’s your track record of achieving quotas?

☛ What do you find interesting about the customer care sector? Why did you choose this career?

☛ How do you prefer to contact clients: in-person, via email or on the phone? Why?

☛ Describe a time you turned a negative situation with a customer into a positive one.

☛ Do you prefer individual or team goals? Why?

This question should give you a sense of the candidate’s ability to empathize with a customer. Good customer service reps should be able to apologize and acknowledge known problems while assuring customers that your team is working on a solution.

☛ Why it’s important to ask this: I certainly want a content marketer to have an opinion about what works and what doesn’t work. However, it’s also important that they can accept critiques about their work and make changes as necessary.

☛ What to look out for: Understand what type of feedback they received, how it made them feel—and most importantly—what they did with that feedback.

It means that how you should have to do in order to deal with customers in a proper or positive way. Each customer has different preference or demand so the key task of a customer service employee is what he/she must make for a variety of customers to understand that they are also take care of their problem. In order to penetrate into customer's psychology and preference, you need to create customer care service and assist him/her in accordance with their requirement and satisfaction.

Being a content marketer requires working with many people that don’t report to you, and getting them to deliver a product or service that can make or break your own success. This can include content from a product marketer, SEO insight from the digital team, and promotion by the social media team. Your content marketer should have the drive and creativity to do what it takes to get the product (i.e., content) out the door, optimize its promotion, and be prepared to do things differently when required. They need to be able to take a risk when necessary.

Base on the quality of the job, you need to understand the products, services and systems and you should observe the actions from both sides, the company's point of view as well as (more important) the customer's.

This is the ability to manage many activities and prioritize deliverables in a demanding, fast-paced environment. No doubt there’s some overlap here with being action-oriented, however, the need to be a great project manager cannot be under-estimated—especially for more senior staff.

☛ Identify which you are good at: Knowledge, Experience, Skills, Abilities.

☛ Prepare a list of your strong points.

☛ Review the recruitment requirements: You should review carefully the recruitment requirements to know for sure which requirements are the most important to the employer.

☛ Make a list of your strong points in your resume/cover letter: List and describe your strong points in your resume and cover letter orderly. You should make descriptions to those points in your resume.

The customer's complaint about goods or services needs to follow the specific policies and formalities. In order to make customers understand the process, I take them into each part and interpret clearly these guidelines. I do not show any ideas on the result of the complaint. This is the strict book method and it is the unique truly exact response. No ideas are suitable in such situation.

Show your warm, friendly and professional character. Only express it and do not tell your customers about that. Keep it in mind and you should demonstrate your ability in controlling and your power so that you are authorized to make dialogue (while your listening skills are maintained) and you will not be bull dozed or effected by the sentiment of the complainant.

How a candidate handles a customer pointing out a well-known problem with a product or service can reveal their level of empathy and ability to communicate clearly and respectfully with an unsatisfied customer.

What to look for in an answer:

☛ Empathy

☛ Patience

☛ Problem-solving skills

I would apologize, tell them I completely understand how they feel and assure the customer that my team is currently working to fix the problem. I would also give them a timeline for a solution and make sure they felt valued by thanking them for their feedback.

☛ Why it’s important to ask this: Is the candidate really interested in content marketing? Do they take personal initiative to educate themselves and grow as a content marketer? Or will they only grow solely through your mentorship on the job?

☛ What to look out for: See if they mention specific blogs. If they just say, “you know, all of them,” or “the usual ones,” they are likely not reading any.