Customer service can cover a whole range or similar skills including customer satisfaction, customer focus and customer related service delivery. Selection criteria can be very specific, for example specifying that the customer service be phone based, or very broad and include other aspects of the job such as meeting deadlines with completing client priorities.
If the selection criteria you are addressing is broad rather than specific, use the position description for hints on what you should be writing about.
The ability to implement a high level of customer service.
Demonstrated customer service skills.
Demonstrated ability to work in a customer service environment.
A strong customer focus together with demonstrated customer service skills.
The ability to achieve high levels of customer satisfaction in an environment with high work volume, strict deadlines and competing client priorities.
Demonstrated ability to respond to the needs of both internal and external customers.
Experience working in a call centre environment and good demonstrated customer service skills over the phone.
Good communication and interpersonal skills together with an understanding of, and the ability to implement a high level of customer service.
Customer service skills.
Customer service focus.
Achieves customer satisfaction.
And so on.
This is an example of a standard selection criteria response. To see how this exact response has been adapted and shortened for a job application with a 250 word limit, download our free selection criteria ebook.
I currently work for the (Government Department), whose mandate is to provide procurement information services to other Commonwealth agencies. My customer contact comes primarily via phone, but I also spend approximately 20% of my time meeting with customers face to face to provide training or more comprehensive advice that isn’t as effectively delivered over the phone. My customer contact is high volume and the department’s charter stipulates strict turnaround times that are documented and measured.
I often come across competing client priorities in my profession. For example, most clients have deadlines for the procurement of items for their organisation and need advice regarding options and legislative requirements within a specific timeframe so they can complete their procurement. In these instances, I have to make a well-informed decision as to the priority of clients based on their deadlines and the necessity of the procurement. For example, if the Department of Defence require advice regarding the procurement of an item for an overseas operation, this would be considered a higher priority than the Department of Foreign Affairs and Trade requiring advice about the acquisition of a new photocopier. Once I have made a decision regarding client priority, I inform them of my turnaround time, explain any delays or higher priority issues that may affect the timeliness of advice and then make an appointment with them for a later date to discuss the issue either over the phone or in person.
As a customer care consultant, I recognise the value of my role in business partnering, as I have access to a large cross-section of staff and agencies. I use this exposure to gain an awareness of current important and arising issues and communicate this knowledge to my Business Unit so that we can prepare for effective future service delivery. When communicating with customers, I focus on listening to their needs and responding appropriately. I believe strongly in educating myself in the business of my customers, as I believe this individual approach assists in developing appropriate solutions, and I demonstrate to the customer that their needs are important and that they come first.
While partnering with current customers, I also build networks with potential customers. I believe this represents a tremendous opportunity to create solid working relationships, improve the image of my organisation and present as an organisation with a high customer service focus. By discovering untapped areas, needs and opportunities to deliver our products and services, not only does our image and perceived effectiveness improve, but output and deliverables across the organisation are maximised. I have had incredible success in this area of partnering and have high levels of customer satisfaction, as measured by feedback surveys. I would be happy to provide copies of these surveys for your perusal at an interview.
Our ebook Selection Criteria Exposed contains 200 examples of statements addressing selection criteria including a variety of responses to the 'Customer Service' criterion. It has been produced for applicants in a hurry, and without the time to spend writing lengthy selection criteria statements. Take a look!
Selection Criteria Exposed
200 selection criteria examples to help you craft your own selection criteria responses. Use these examples as inspiration and see what kind of applications the job winners submit.
The Selection Criteria Coach
How to write selection criteria in five easy steps. Your step-by-step guide to writing against any selection criteria. Includes templates, prompts and things you should include for winning selection criteria.
