What is customer service? Define it. Discuss how it is an important part of a business model. What has been your experience with customer service? What is your “personal style” – how would you describe yourself as a service person? What are the three most impactful adjectives to describe a service person or experience? What are the three worst adjectives to describe a service person or experience? How do you effectively build relationships with customers? How do listening skills impact customer service? How does technology impact customer service? Discuss different personalities and how you handle them in a service environment. Example: What is the difference between assertive and aggressive? How does corporate culture impact customer service? What are appropriate service skills via phone vs in person? Give an example of a service interaction – what was the customer request? How did you handle it? What was the resolution? How do warranties impact service? What is your opinion of service via “live chat” – recommend or never use again? What are effective ways to follow up after a service interaction? How does CRM impact service? Discuss. How does a brand image impact service or expectations? What advice would you give to a new service person? What do you see for the future of customer service trends?