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Client Services Manager Interview Questions

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  1. How important do you feel collaboration is to a company and why? See answer
  2. Can you provide an example of a time when you had a key role in keeping a client with your company? See answer
  3. What is the most gratifying thing about working with clients? See answer
  4. What is your strategy for working with difficult clients? How has it been successful? See answer
  5. How do you keep yourself organized and prioritize clients appropriately? See answer
  6. What is your definition of good customer service? See answer
  7. What is your management style and strength?
  8. What are some methods you have used to ensure that goals are met?
  9. How do you handle a situation in which the client is impatient and you are struggling to find a resolution to their problem?
  10. What is a mistake you have made in the past and what steps have you taken to prevent it from happening again?
  11. What is your preferred method of gathering client feedback?
  12. What characteristics do you find most beneficial when dealing with clients?
  13. What do you do to keep informed of client needs and maintain a high level of customer satisfaction?
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6 Client Services Manager Interview Questions and Answers

Q:

How important do you feel collaboration is to a company and why?

A:

The client services manager is often the liaison between clients and the rest of the company. They need to be someone who is reliable, likable, and able to work effectively with both clients and colleagues. Hearing a candidate’s willingness to collaborate with various actors and how important they feel this is to success will let you know how well they will work with others both internally and externally. What to look for in an answer:

  • Assurance that collaboration is key to success
  • Examples of times when they collaborated successfully
  • Acknowledgement that poor collaboration is ineffective
Example:

“Collaboration is what keeps everyone working toward the same goals. I believe strong relationships are very important and cannot do a good job without input from the team.”

Q:

Can you provide an example of a time when you had a key role in keeping a client with your company?

A:

Clients come and go, but having a client services manager who works hard to keep clients from leaving can make or break your business. This question allows your candidate to speak to their accomplishments and will allow you a glimpse into what kind of work ethic they have. You will also learn the approaches they may take with clients who are considering leaving. What to look for in an answer:

  • Specific examples of maintaining or recovering clients
  • Desire to learn what is causing clients to want to leave
  • Demonstrates problem-solving skills
Example:

“I proactively reached out to a client who wasn’t engaging with us anymore. After explaining several new features, they expanded their agreement with us.”

Q:

What is the most gratifying thing about working with clients?

A:

It is important to find out where your employees’ passions lie in order to retain them in the long-term and ensure they are satisfied at your company. This question will help you identify which candidates are the best fit with the job profile that you have. Listen closely to their answers in order to ensure their personal and professional goals align with your company’s needs. What to look for in an answer:

  • Eagerness to improve the customer experience
  • Dedication to clients and overall company success
  • Examples of symbiotic relationships in the past
Example:

“I love seeing my clients succeed and knowing that our product was a key factor in their success. It pushes me to do better.”

Q:

What is your strategy for working with difficult clients? How has it been successful?

A:

In every business, there will always be challenging situations and individuals who are difficult to work with. It is important to have a client services manager who is willing and able to be productive with these types of clients too. Asking this question will allow the candidate to elaborate on their go-to methods during times of conflict and allow them to shed light on how their approach has been effective in the past. What to look for in an answer:

  • Examples of working with a difficult client
  • Ability to empathize with a client’s frustrations
  • Presents a clear and detailed strategy
Example:

“I have three steps for dealing with a difficult client: First, I listen; then, I offer a solution, and lastly, I follow up to ensure satisfaction.”

Q:

How do you keep yourself organized and prioritize clients appropriately?

A:

This question is important to ask because client services managers may have multiple competing priorities and clients. You need to know that you can rely on them to make smart business choices for both the client and the company. Someone who is organized and can easily identify what needs to be done first will have a short, direct answer that speaks to their flexibility and critical thinking skills. What to look for in an answer:

  • Demonstrates good time management
  • Provides examples of prioritization strategies
  • Ability to be flexible and juggle multiple responsibilities
Example:

“I arrive early each morning to get myself organized and review the day’s tasks. I spend the most time with the largest clients but can easily adapt if an urgent need arises.”

Q:

What is your definition of good customer service?

A:

This question can help you gauge how a candidate views their role in customer satisfaction and what value they place on strong communication skills and critical thinking. In addition, it reveals what aspect of customer service a candidate is most passionate about. You can use their answer to determine if their goals align with the mission and vision of the company. The candidate's answer should emphasize:

  • Ability to empathize with a client
  • Willingness to solve problems
  • Flexibility
An answer to this question could look like this:
Example:

"Customer service is an art. I feel that is must be practiced consistently in order to be mastered. Some people place values on clients based on how much money they spend, but a high spending client is just as important as one who spends modestly. Creating customer loyalty helps to build a company and maintains a consistent standard of excellence. When working with clients it is important to listen closely to their concerns. I try hard to provide them with several different options to meet their needs so that they can feel a sense of ownership over their decision and understand that they have choices. If my first ideas are not to their liking, I ask some more probing and clarifying questions to better understand what they need. Overall, my goal is to be a source of information and support for them so they can trust me and the company. We want to keep their patronage."

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