Customer Relationship Executive Sample Interview Questions and Answers

These question and answer will help to prepare for the interview to the one who are applying for the position of Customer Relationship Executive.

1. What do you mean by Customer Relationship Management?

Customer Relationship Management or CRM is a strategy for managing an organization’s relationships and interactions with customers and potential customers.

A CRM system helps companies stay connected to customers, streamline processes, and improve profitability.

It refers to the part of a business which attends to the needs of its customers. Customer Relationship Executive teams not only provide assistance but also ensure customer satisfaction and customer retention for the company.

Meanwhile, Customer Relationship Executive is a narrower term which refers to the personnel who help customers with technical issues such as the use, maintenance, troubleshooting, and upgrading of the company’s products.

2. What is CSAT and NPS.

CSAT and NPS are both measurable values indicating customer satisfaction. CSAT stands for Customer Satisfaction Score, while NPS means Net Promoter Score. NPS is a more specific value since it reflects customer loyalty based on how likely they are to recommend the company’s products or services to others.

3. What is mean by Customer churn rate? How is CRM related to it?

Churn rate refers to the number or percentage of customers that a business loses over a period of time. Besides faulty products or services, bad customer service can be a major contributor to a high churn rate.

4. “The customer is always right” – do you believe?

While the word of a customer should always be held in the highest regard by a business and its employees, I acknowledge that there are times when a customer may be ill-informed or behave unreasonably. However, I also believe that to err is human, and no customer should suffer even if there are mistakes made on their end.

5. How to handle with an angry or abusive customer?

The first step in dealing with an upset customer is to remain calm. Under no circumstance should the CSR lose his/her patience and professionalism. It is important to remember that customers losing their temper is a normal occurrence and that their words should not be taken as a personal insult. Instead, a CSR should be polite, apologies to diffuse the situation and try to resolve the issue at hand as quickly as possible.

6. How would you face that situation when you do not know the answer or solution to a customer’s queries

I would apologize and politely ask the customer for time so I can check with my resources or colleagues. While it can be embarrassing to not have a quick reply at hand, I value the quality of the information I provide. If, however, I find myself completely incapable of offering a solution, I would transfer the query to a more able person in the team so the customer does not leave without an answer.

7. What is ticket routing?

Ticket routing is the process of choosing the agent who will handle a particular customer request. It may depend on the priority status of the ticket, the skill and seniority levels of the CSRs, and current workloads. Strategic ticket routing can benefit both CSRs and customers.

8. What is the first call/contact resolution? Is it important ?

First call/contact resolution is the complete and satisfactory handling of a customer’s issues during his/her first contact with the service or support team. Since the person does not need to call further or follow up, it is important not only as a mark of respect for a customer’s time but also as a measure of a company’s efficiency and management.

9. Briefly explain the differences between first reply time, talk time, and average handle time?

First reply time refers to the seconds which pass between the moment a customer ticket is generated and a CSR’s first response, while talk time is the amount of time the CSR spends in talking to the customer. The average handle time is a total of the time taken by a CSR to resolve an issue, including his/her talk time and hold time.

10. Are shorter talk times equal to good customer service?

Shorter talk times do not necessarily mean good customer service, especially if they are not accompanied by high first call resolution rates and customer satisfaction rates.

11. What is meant by a CRM tool or software? Are you familiar with any?

CRM software is the applications used in Customer Relationship Management. They help agents and businesses with managing resources, customer data, clients and contacts, supply chain processes, etc.

12. Why do you want to work for this company?

It is best to do some company research for this answer and use specific and relevant examples in your answer.

Your reputed company has a stellar record of delivering only the best to the customer in terms of both product and service. I have looked into the history as well as recent past of this company, and it is truly astounding how it has served its customers and sustained itself with their goodwill. It will be a privilege to work and contribute to such an environment and learn the ropes of great customer service here.