Have you ever passed on feedback or suggestions from customers to the appropriate internal team? How did you handle it?

Service Desk Analyst Interview Questions

Sample answer to the question

Yes, I have passed on feedback and suggestions from customers to the appropriate internal team in my previous role as a customer support representative. Whenever a customer provided feedback or suggestions, I would first listen attentively to understand their concerns or ideas. Then, I would document the details of the feedback and communicate it to the relevant team or individual within the company. To ensure effectiveness, I would include specific examples and provide as much context as possible. Additionally, I would follow up with the customer to let them know that their feedback has been shared and assure them that their input is valued.

A more solid answer

Absolutely, I have extensive experience in passing on feedback and suggestions from customers to the appropriate internal teams. In my previous role as a customer support representative, I would actively listen to customer concerns and document their feedback accurately. I would then analyze the feedback to determine the appropriate internal team that needed to be involved. For example, if a customer suggested an improvement to our product's user interface, I would pass on the suggestion to the product development team. To ensure clear communication, I would provide specific examples and context related to the customer's feedback. I would also follow up with the customer to let them know that their feedback was acknowledged and appreciated. By effectively passing on customer feedback, I contributed to the continuous improvement of our products and services.

Why this is a more solid answer:

The solid answer expands upon the basic answer by providing specific examples and details about how the candidate handled passing on feedback or suggestions from customers. It showcases the candidate's ability to analyze and determine the appropriate internal team to involve. However, it could further improve by mentioning any challenges faced and how they were overcome.

An exceptional answer

Absolutely! In my previous role as a customer support representative, I actively sought out feedback and suggestions from customers to ensure we were constantly improving our products and services. When a customer provided feedback, I would first express my appreciation for their input and ensure that I understood their concerns or ideas. For example, if a customer experienced a recurring issue with our software, I would ask additional questions to gather more details about the problem they were facing. This information was crucial in providing a comprehensive account to the internal team. Once I had a clear understanding of the feedback, I would utilize our internal ticketing system to log the feedback and categorize it based on the relevant area, such as product functionality or user experience. This enabled me to easily track and retrieve feedback when communicating with the appropriate team. Additionally, I would provide specific examples and any necessary documentation to support the customer's feedback. To ensure that the feedback reached the appropriate internal team, I would directly communicate with the team or escalate it through our internal processes. Following the escalation, I would follow up with the customer to inform them about the action taken and provide any updates or resolutions. This feedback loop not only made customers feel valued but also allowed us to address their concerns promptly and effectively.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by providing a comprehensive account of how the candidate handled passing on feedback or suggestions from customers. It demonstrates their proactive approach, attentiveness to customer concerns, and effective use of internal processes and documentation. The answer also highlights the candidate's ability to provide specific examples and follow up with customers, creating a positive feedback loop. Overall, this answer showcases the candidate's strong customer support skills and commitment to continual improvement.

How to prepare for this question

Familiarize yourself with the company's internal structure and teams, so you can easily determine the appropriate team to forward customer feedback.
Develop active listening skills to understand customer concerns and ideas accurately.
Become proficient in using internal tools or ticketing systems to log and categorize customer feedback effectively.
Practice providing specific examples and context when discussing customer feedback to demonstrate clear communication.
Prepare examples of how you have followed up with customers to provide updates or resolutions after passing on their feedback.

What interviewers are evaluating

Customer Support
Communication Skills
Problem Solving