Q:  When you’re working with a large number of customers, it’s tricky to deliver excellent service to them all. How do you go about prioritizing your customers’ needs?

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For questions like these, the interviewer is looking at how you make decisions and frameworks/tools help in your prioritization process. Also ensure that you explain your answer with a clear and hopefully live example.

E.g. When I worked in the online support team of bank ABC, we were overwhelmed with the number of customer enquiries that came our way. As the team lead, my approach was to

  • Look at the data and understand the nature/root cause of these enquiries
  • Identify which of these queries can be efficiently handled by technology vs where we need a human interaction
  • Rank order the technology-interventions according to scale of impact and cost/time to develop.
  • I would then prioritize the low cost and high impact opportunities. Reason for doing this is that a one time investment in a technology solution helps address customer queries for a sustained period of time. Thereby giving the most ROI.

The other model that I would use specifically for human interventios is to classify customers by their contribution to our business and provide a differential service to these separate tiers

Placecom Mentor     2020-07-09 05:33:43
129 votes