Question Overview: Your service manager will be in charge of helping your firm make more money by increasing customer satisfaction and retention. As such, they should be able to show that they have a strong understanding of how to create a strategy that will allow your company to accomplish this goal.
Sample Answer: I once helped my company increase its revenue by 15% by creating a new service package that was more affordable for our clients.
Question Overview: This is a great question to ask your candidate to see if they are truly interested in the position and have done their research on your organization. Your interviewee should be able to clearly articulate why they are interested in working for your company and what they hope to gain from the experience.
Sample Answer: I've been a fan of your company for years and I think it would be a great opportunity to work for a company that I believe in.
Question Overview: This is a classic interview question that is designed to see how your candidate reacts when put on the spot. The best way to answer this question is to admit to a weakness that is not relevant to the position you are interviewing for. For example, if you are hiring for a customer service position, admitting that you are not great at public speaking would be a good way to go.
Sample Answer: I am not the best at public speaking, but I am working on it.
Question Overview: As a service manager, your candidate will be tasked with setting goals for their team and working to achieve them. This question will allow you to see how they go about this process and what types of goals they are able to set.
Sample Answer: When I was in charge of my organization's social media presence, I set a goal of increasing our followers by 10 percent each month. I was able to achieve this by creating a plan for content creation and promotion that was able to be replicated by my team.
Question Overview: As a service manager, your candidate will be responsible for overseeing multiple projects at once. Therefore, it is important that they have a clear understanding of how to prioritize their work and manage their time effectively. Asking about a time when they were faced with multiple projects will allow you to see how they handled the situation and if they are able to effectively juggle multiple tasks.
Sample Answer: When I was in college, I had a part-time job as a tutor and also worked as a sales associate at a clothing store. I had to make sure that I was able to balance my time between both jobs so that I could get my schoolwork done and still have time to go out with my friends.
Question Overview: Your service manager will be the first person your clients speak to when they are upset about their experience with your company. As such, it is important that they have a clear understanding of how to handle these situations in a way that is productive and does not further upset the client.
Sample Answer: I always make sure to listen to what the customer has to say and try to understand their point of view. Then I ask them what they would like me to do to make things right.
Question Overview: This is a great opportunity to see if your candidate is a good fit for your organization. You want to hire someone who has a clear understanding of what they want out of their career and the skills necessary to achieve their goals.
Sample Answer: I am looking for a position that will allow me to use my customer service skills while also helping me grow my business acumen.
Question Overview: Your service manager will be responsible for implementing plans that will help your business grow. As such, you are looking for an applicant who has a strong understanding of how to create and execute on a plan that will help your organization reach its goals.
Sample Answer: I once worked with a client who was interested in expanding their business into a new market. I created a plan to help them do so by creating a marketing campaign that would target potential clients in the new area.
Question Overview: As a service manager, your candidate will be responsible for managing the workload of a team of customer-facing employees. Therefore, they will be required to have a strong sense of time management and the ability to prioritize tasks effectively. As such, you should ask about a time when they had to complete a long list of things by a short deadline.
Sample Answer: I once had to finish an important project for my boss in time for her to present it at a conference. I was able to get it done by the deadline by working late every night for two weeks straight.
Question Overview: A service manager is a crucial role in your organization, so you want to make sure that the person you hire is passionate about the job. Asking this question will allow you to gauge your candidate's interest in the position and their enthusiasm for the work that they will be doing.
Sample Answer: I am very interested in working with your company because I have heard great things about your customer service and I think it would be a great opportunity to learn from a successful business.
Question Overview: Your service manager will be dealing with a variety of situations that can be stressful, including dealing with difficult clients, handling emergencies and making quick decisions. As such, you are looking for an applicant who is able to remain calm and collected under pressure.
Sample Answer: I always make sure to take a deep breath before I start talking to a customer so that I can stay calm and collected.
Question Overview: Your service manager will be in charge of a team of customer-facing employees, so it is important that they have experience delegating tasks and making sure that their staff is able to complete them on time. As such, you want to make sure that your candidate has a clear understanding of how to prioritize work assignments and that they have the ability to effectively communicate with their team.
Sample Answer: I once had to prioritize work assignments when I had two employees out sick and two others who were out on vacation. I had to make sure that all of the clients' needs were met while also ensuring that the staff was able to take care of their own work.
Question Overview: Your service manager will be responsible for ensuring that your clients are getting the most out of their products. As such, it is important that your candidate has a strong understanding of how to sell your products and services effectively.
Sample Answer: I have been selling my own artwork online for the past five years. I have learned a lot about how to market my work and have seen my sales increase steadily over time.
Question Overview: Your service manager will be in charge of a team of customer-facing employees, so it is important that they have experience working with others. This question will allow you to gauge your candidate's ability to work with others in a professional and effective manner.
Sample Answer: I have been working with a team for the past five years. I am very comfortable delegating tasks and making sure that my employees are able to complete their work efficiently.
Question Overview: Your service manager will be working with your customer service team on a daily basis, so it is important that they are happy with the compensation and benefits package that you offer. As such, you will want to ask about their thoughts on the current pay and benefits structure.
Sample Answer: I think the pay and benefits are very competitive.
Question Overview: Your service manager will be responsible for hiring and training a team of customer-facing employees, which means they will be the first to know if one of their workers is accused of theft or harrassment. As such, it is important that your candidate has a clear plan for how they would handle such a situation.
Sample Answer: I would first make sure that the accusation was true and then take appropriate action.
Question Overview: Your service manager will be responsible for dealing with a variety of situations that may arise during the course of their work. As such, your candidate should be able to show that they have the ability to overcome these challenges and come out on top.
Sample Answer: I once had to deal with a difficult client who was upset that we could not fulfill their order. I was able to talk them through the situation and find a solution that worked for everyone.
Question Overview: Your service manager will be in charge of solving problems that arise with clients and making sure that their needs are met. As such, your candidate should be able to demonstrate that they have a strong sense of problem-solving and can think on their feet.
Sample Answer: I once had a client who was unhappy with the quality of the product we were providing and wanted to cancel their order. I was able to convince them to give us another chance by offering a discount on their next order.
Question Overview: Your service manager will be the person your clients come to when they need help with a problem. As such, it is important that they have a plan for dealing with situations that they have not encountered before. Your candidate should be able to show that they have a strong work ethic and are willing to put in the time and effort necessary to solve problems effectively.
Sample Answer: I would start by researching the problem online and then ask my team for their input. If I still had not found an answer, I would call other service managers in the industry for advice.
Question Overview: Your service manager will be in charge of hiring and training new staff, so it is likely that they will have to deal with employees who are disappointed that they did not get a promotion. As such, you should be looking for a candidate who is able to handle these situations with tact and professionalism.
Sample Answer: I would sit down with the employee and explain that I am sorry he was disappointed but that I felt that someone else was a better fit for the job.