Customer Relationship Officer

CRM can be helpful in

☛ Sorting emails from customers by workflow-enabled email processing capabilities

☛ Automatically route emails to appropriate users based on workflow rules

☛ Manage multiple attachments in emails

☛ Sending replies to customer automatically

☛ Associating emails with respective customers and incidents

This question is geared towards understanding the level of complexity that you can handle, or have handled in the past, and how you approach the problem. This becomes a 2-fold question because the interviewer inherently expects you to also talk about how you'd resolve the situation differently today.

Say that a good product should not result in customer complaints so products are always most important. If unexpected problems do occur, however, it is important to quickly resolve them.

If you have first-hand experience talk about this, otherwise say that you have not had to deal with angry customers but if it did arise you would remain calm and professional and listen to the complaint and try to provide a response that addresses their problems. It is important to not take it personally and to always apologise to the customer.

Say that it depends on the structure of the team and how long the co-worker has been at the company. If somebody new, you might speak to them to suggest that they maintain a more professional attitude. If you feel that this might cause confrontation, inform the team leader of your concerns.