Customer Focus Management

Having a customer focus usually includes maintaining an effective customer relations. We have curated some interview questions that can help you to ace the job interview.

Q.1 How do you define good customer focus?
Good customer focus depends on -
1. Understanding people and their expectations.
2. Deliver products or services to meet those expectations.
3. Identifying and solving customer problems quickly and to the customer's satisfaction.
4. Developing and using ways to measure, keep track of, and maintain high levels of customer satisfaction.
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Q.2 What do you understand by important clients, or complex or sensitive customer relationships?
The interviewer is seeking for skills and examples to show your customer service orientation you saved the company from losing something of value only then you will really showcase your customer focus. You must share examples that saved the company a political, organizational, or image problem. You must describe about the situation, action you take, how you communicated to your teammates, techniques used to communicate with the customer and the result.
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Q.3 What is the requirement to have a good customer focus?

The requirement to have a good customer focus are -

  • Customer focus pays as countless studies tell us businesses with high levels of customer focus sustain a growth path and are much more profitable
  • Customer focus is more satisfying since back from a customer makes the hard work all worthwhile
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Q.4 What are the strategies of customer focused business and teams?
The strategies of customer focused business and teams are -
1. Must have shared belief that “what’s best for the customer is best for the business”.
2. Customer is at the heart of all decisions – it is enacted by saying “How will this decision affect the customer; how will it benefit the customer?”
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Q.5 How can you measure customer-focus?
We can measure customer focus -
1. Firstly, measure what people do in the business that affects the value delivered to customers – such as adding customer perceived value is a positive; doing non-value work is a negative
2. In relation to customers and competitors; how we collaborate with each other and our partners
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Q.6 What is task of customer-focused people and teams ?
The task of customer-focused people and teams are -
1. They get feedback from end customers and act on it
2. They get feedback from service provider partners and act on it
3. They gain insights on what bugs customers
4. They understand what will create real added value for intermediate and end customers
5. They realize that it’s the customer’s perception of what is valuable that counts, not their own view of what’s valuable
6. The biggest challenge is for us to gain a customer’s perception of what is really valuable
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Q.7 Who is responsible for creating value for customers?
Everyone is equally responsible for creating value for customer – so if you are not creating value for customers, then you are draining the business of its potential and future because -
1. The user experience is affected by everything the business delivers or does not deliver
2. Customers don’t care about your processes, they want a solution to their real problem
3. We should all be focused on solving the end user’s business problem/needs
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Q.8 How will you ensure that you are able to meet the requirements of all working staff?
Sample Answer -
I would adopt a methodical, highly organized approach to managing their workload. I will seek for detailed accounts of all business activities and undertake preemptive action to ensure their needs are always met and that candidates never fall behind with their duties.
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Q.9 Since managing facilities has a lot of pressure, in which case how do you perform under pressure?
Candidates should describe past experiences where they successfully managed high-pressure situations and the skills they've developed working in those situations.
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Q.10 How would you settle a dispute between yourself and a building employee?
Many a times as a facility managers has to deal with workers who are unhappy with building services. In such events, candidates need to utilize good listening skills to understand what their concerns are and keep them informed as to the status of maintenance or repairs. Therefore it is important to keep them informed is important.
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Q.11 Share an experience when you made a mistake in your duties and what did you do to rectify the error?
Candidates should acknowledge the importance of diligence in their duties and how oversight can lead to operational difficulties for the housed business. Look for stories where candidates erred, rectified their error and learned a valuable lesson from the experience.
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Q.12 Are you willing to do manual labour when necessary?
You are suggested to answer to this question that demonstrates the type of a work ethics you have. Now if you agree that you are open to doing manual labour when necessary this shows that you are a true leader that can do whatever it takes to get the job done. Be very sure to answer the question honestly.
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Q.13 What are the roles and responsibilities of a Facilities Manager?
The roles and responsibilities of Facilities Manager are -
1. Ensure that all the facilities installed within a building are working perfectly.
2. Responsible for operating and maintaining all the facilities within built environment on a daily basis.
3. The academic credentials of a Facilities Manager solely depend on the type of position they will be serving.
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Q.14 What is customer focus and what is it's importance?
Customer service is a sequence of activities designed to deliver customer satisfaction. This whole process of providing customer satisfaction is built on an understanding of what customers want and their needs. Effective businesses aim to expect and meet or exceed these needs.
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Q.15 How do you improve customer focus?

There are seven simple ways to improve your customer focus

  • Make the Effort to Follow-up. There are some customer service scenarios that require a follow-up contact.
  • Make use of a clear Language. It's easy to fall into the trap of using unclear language.
  • Do the Time Zone computation.
  • Foresee the hidden Needs.
  • Use the Pre-Emptive Acknowledgement.
  • Take the Thank You Letter Challenge.
  • Take Action!
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Q.16 What is meant by customer focus?
It is the orientation of an organization toward serving its clients' needs. To have a customer focus usually counts as one of the strong contributors to the overall success of a business and involves ensuring that all aspects of the company put its customers' satisfaction first.
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Q.17 How do you give excellent customer service?

For Providing Excellent Customer Service

  • Know Your Product or Service. In order to provide good customer service, you first need to know what you're selling, inside and out .i.e. get yourself familiarized with your products.
  • Be Friendly. As it's been said that customer service begins with a smile.
  • Say Thank You.
  • Train Your Staff.
  • Show Respect.
  • Listen.
  • Be Responsive.
  • Ask for Feedback.
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Q.18 What are important qualities of customer service?
  • Customer Service Skills that Every Employee Needs Patience. If you don't see this anywhere near the top of a customer service skills list, you should stop reading.
  • Attentiveness.
  • Clear communication skills.
  • Knowledge of the Product.
  • Ability to use positive language.
  • Acting skills.
  • Time management skills.
  • Ability to 'read' customers.
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Q.19 How can I be a good CSR?
To be a Good Customer Service Representative (CSR), you need to improve your customer service skills:
Training
Be professional!
Try relating to your customer.
“The Customer is Always Right”
Dealing with Irate customers.
Monitor your customer's attitude.
Take advantage of a sales opportunity!
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Q.20 How do you create a CSR strategy?
  • To build a sustainable CSR program
  • Construct your strategy around your company's core competencies.
  • Recognize issues that matter to your customers.
  • Develop CSR initiatives that make your employees proud.
  • Evaluate the ROI of your CSR efforts for the C-suite and your investors.
  • Expand your company's definition of CSR.
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Q.21 What does it mean to you to have a strong customer first focus?
Putting the customer first, that means a business puts the needs and requirements of a customer ahead of anything and everything else. They are oriented towards serving the client's needs, and measuring the customer-satisfaction levels in order to determine the success of their business.
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Q.22 How do you handle angry customers?

For Dealing With Angry Customers:

  • Remain calm. Considering the customer is yelling at you for non-reason or out of frustration, or being otherwise rude then there is no benefit of responding in the same manner, so that means never lose your calm at any cost.
  • Don't take it personally.
  • Use your best listening skills.
  • Actively sympathize.
  • Apologize gracefully.
  • Find a solution.
  • Take a few minutes on your own.
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Q.23 How do you become customer focused?

Here, we look at six strategies to improve your team's customer-focused approach.

  • Create a Customer-Focused Culture.
  • Gather and Share Customer Information.
  • Invest in Training and Customer Service Coaching.
  • Prioritise Customer Retention.
  • Carry Out a Social Selling Strategy.
  • Sell Based on Value, Not Products or Price.
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Q.24 State the importance of customer service?
Provides value – Great customer service programs only focuses on treating their customers well, answering questions, and exceeding their expectations. This approach helps businesses engage customers and build strong relationships. Retains customers – maintaining your loyal customers is way less expensive than getting the new ones.
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Q.25 What is an effective customer service?
The customer service department is a valuable asset to any company. By assessing the needs of customers and getting customers' opinions customer service staff also help in product development. In order to have an efficient customer service department, you need to teach effective customer service techniques.
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Q.26 What does it mean to be customer focused?
It's the orientation of an organization toward serving its clients' needs. Having a customer focus is usually a strong contributor to the overall success of a business and involves ensuring that all aspects of the company put its customers' satisfaction first.
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Q.27 How do you increase customer satisfaction?

Ways to improve your customer satisfaction

  • Treat every customer as if they are a dignitary to you. Provide every customer with the same excellent treatment as you would like to receive yourself.
  • Keep measuring customer satisfaction.
  • Know how you should contemplate your customers – the right way.
  • Keep an eye on social media to know what feedback are you getting from your customers.
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Q.28 How do you satisfy clients?

There are ways to Make Customers Fall in Love with Your Business:

  • Recognize the Value of Word of Mouth Marketing.
  • Start Before They're Even Customers.
  • Manage Customer Expectations.
  • Be Authentic in Customer Interactions.
  • Treat the Customer Like Royalty.
  • Practice Active Listening and Follow Through.
  • Create a Scalable Support System.
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Q.29 How do you treat customers professionally?

Treat Them competently: 5 Keys to Lasting Customer Service

  • Use the right term. First, don't call people clients, or even customers.\
  • Anticipate needs.
  • Give respect.
  • Treat everyone like a dignitary.
  • Show immediate action and solutions, not blame.
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Q.30 How do you develop and maintain positive customer relationships?

Here are five ways to build customer relationships and keep them coming back to you for good:

  • Communicate. As we all are familiar that communication is the key to any good relationship, communication is an essential way to build customer relationships.
  • Exceed expectations. Because your customers expect great products or services from you.
  • Ask for feedback.
  • Connect.
  • Show appreciation.
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Q.31 What does customer focus include?
Customer focus means putting the customers' requirements first. While customer service abilities are key to customer focus, customer-focused companies show that the customer experience matters across the organization, at every step of the customer journey. This includes the honesty of their marketing campaigns.
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Q.32 Explain Hull's theory.
Hull's theory is behaviorism, avowedly mechanistic and studiously avoiding reference to consciousness; its prime concept is a habit, and it derives its knowledge about habit from conditioned acknowledgments.
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Q.33 What are the 6 principal factors to a customer-focused workplace?
Answer for a particular customer need. Always look for product enhancements. Make the customer part of the brand. Be proactive when interacting with company changes. Go above and beyond with customer service. Build up trust with your customers. Respond to the changes in your industry.
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Q.34 What are the types of customer expectations?
  • Explicit expectations
  • Implicit expectations
  • Interpersonal expectations
  • Digital expectations
  • Dynamic performance expectations.
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Q.35 What is drive reduction theory in psychology?
A theory of learning in which the purpose of motivating behavior is a decrease of a drive state. It is expected that all motivated behavior results from drives, arising from a disruption in homeostasis and that responses that point to a reduction of those drives tend to be strengthened.
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Q.36 How does age influence customer service?
Most likely, customers in the older age section are more comfortable to please. They expect a business to give them a product/service, and answer questions presented to their customer service team. Younger ages expect much more. Younger purchasers expect companies to work harder to earn their customs.
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Q.37 What are the 5 levels of Maslow's hierarchy of needs?
Maslow's hierarchy of needs is a hypothesis of motivation that asserts that five categories of human requirements dictate an individual's performance. Those needs are safety needs, physiological needs, esteem needs, love and belonging needs, and self-actualization needs.
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Q.38 What are the 6 key components of service in customer engagement?
  • Reliability.
  • Accountability.
  • Availability. Adaptation.
  • Simplicity.
  • Anticipation.
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Q.39 How do you measure customer focus?
Some simple metrics to follow are customer satisfaction scores - for eg. through numbers, smiley faces, stars, etc.
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Q.40 How do you recognize customer requirements and expectations?
To recognize the requirements of your customers, request feedback from your customers at each step of the process. We can recognize customer requirements in a number of ways, for instance, by carrying focus groups, attending to your customers or social media, or performing keyword research.
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Q.41 How do you answer customer needs positively?
Be open and honest. Be grateful for their effort. Be courteous, not scripted. Don't make promises you can't keep. Show understanding. Find their real need. Offer workarounds.
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Q.42 How do you respond to customer problems?
Hear to the customer's experience in its entirety. apologize. focus on the solution. don't rush the customer. find complaints before they find you.
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Q.43 What is the goal of Maslow hierarchy?
The purpose in Maslow's hierarchy is to achieve the fifth level or stage: self-actualization. Maslow's plan was fully revealed in his 1954 book Motivation and Personality. The authority remains a very traditional structure in sociology research, management training and secondary and essential psychology instruction.
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Q.44 Define Consumer perception.
Consumer perception is described as a method by which customers sense a marketing stimulus, and interpret, organize, and provide meaning to it.
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Q.45 Why is consumer attitude necessary?
A positive attitude of the customers towards their products or services makes sure business success. While the companies improve their strategies marketers should examine the beliefs, attitudes, and behaviours' of their customers..
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Q.46 How do you respond to a frustrated customer?
Stay calm. Practice effective listening. Repeat back what your consumers say. Thank them for producing the issue to your attention. Explain the steps you'll take to solve the problem. Set a time to follow-up with them, if needed. Be sincere. Highlight the case's priority.
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Q.47 What is Maslow's hierarchy of needs based on?
Maslow's theory is based on a simplistic premise that human beings have requirements that are hierarchically ordered. There are some requirements that are fundamental to all human beings, and in their lack, nothing else means. We are ruled by these obligations until they are satisfied.
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Q.48 How consumer attitudes are created?
Attitudes are formed as a consequence of the learning method. The formation of attitudes can be described through behavioral theories (classical conditioning, operant conditioning), cognitive learning and social learning.
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Q.49 What are 4 types of attitude scales?
  • Nominal Scale.
  • Interval Scale.
  • Ordinal Scale.
  • Ratio Scale.
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Q.50 How do you generate customer focus strategy?
Creating a feedback circle with your customers is essential. Your connection with them, like any healthy connection, should be two-sided.
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