17 Customer Experience Manager Interview Questions and Answers

A company’s success depends on its customers. That’s why businesses are always looking for talented customer experience managers (CEMs). CEMs are responsible for creating and executing customer service and engagement plans that result in satisfied customers.

Do you have what it takes to be a CEM? Before you can answer that question, you need to know what to expect in a customer experience manager interview. In this guide, you’ll find customer experience manager interview questions and answers that will help you prepare for your meeting.

Are you familiar with any customer experience management software?

This question can help the interviewer determine your level of experience with customer experience management software. If you have used this type of software in a previous role, share what you liked about it and how it helped improve your team’s performance. If you haven’t worked with this kind of software before, explain that you are open to learning new technology.

Example: “I’ve worked with several different types of customer experience management software in my past roles. I find that HubSpot is one of the most useful tools for managing customer data because it allows me to track important metrics like website traffic and social media engagement. It also has an extensive library of resources where I can learn more about improving customer satisfaction.”

What are some of the most important qualities for a customer experience manager to have?

This question can help the interviewer determine if you have the necessary skills and abilities to succeed in this role. When answering, it can be helpful to mention a few of your strongest qualities that relate to customer experience management.

Example: “I believe some of the most important qualities for a customer experience manager are empathy, communication skills and problem-solving skills. As a customer experience manager, I would need to understand my customers’ needs and concerns so I could provide them with solutions. I also think effective communication is important because I would need to work with other team members to solve problems and meet customer expectations. Finally, problem-solving skills are essential because they allow me to find creative ways to address issues and improve processes.”

How do you handle difficult customers?

Customer experience managers often have to handle difficult customers. Employers ask this question to make sure you can stay calm and solve problems when they arise. In your answer, explain how you would use your communication skills to help the customer and the employee resolve the issue. Show that you are willing to do whatever it takes to keep everyone happy.

Example: “I once had a customer who was upset because we were out of an item he wanted. I spoke with him on the phone and explained that we could ship the item to him as soon as we got more in stock. He seemed satisfied with my response, but then called back later that day asking for a discount. I politely told him that we couldn’t offer discounts unless there was a problem with his order. He agreed to place his order and never called again.”

What is your experience with customer surveys and research?

Customer experience managers need to be able to gather feedback from customers and use that information to improve the customer experience. Employers ask this question to make sure you have experience with surveys and research, as well as how you used that information in your previous role. In your answer, share what types of surveys or research methods you’ve used in the past and how you applied the results to your work.

Example: “I’ve worked on several projects where we needed to collect data from our customers. I usually prefer using online surveys because they’re easy to create and can reach a large audience quickly. However, I also enjoy phone interviews because it’s easier to get more detailed answers from customers. When working with these types of research, I always try to find ways to apply the findings to my work. For example, if I notice a lot of customers are having trouble finding something on our website, I’ll suggest creating an FAQ page.”

Provide an example of a time when you had to manage a team of customer service representatives.

This question can help the interviewer understand how you might manage a team of customer service representatives if you’re hired for this role. Use examples from your previous experience to highlight your leadership skills and ability to motivate others.

Example: “In my last position, I had to manage a team of customer service representatives who were responsible for answering questions about our products and services. One day, we received an influx of calls from customers asking about one of our newest products. The representatives didn’t have much information on the product because it was new, so they referred callers to me. I gathered all the information I could about the product and then spoke with each caller until they felt comfortable with their purchase.”

If hired, what would be your first priority as a customer experience manager?

This question can help interviewers understand what you value most in your role. Your answer should reflect the skills and experience that helped you get to this point, as well as how they will benefit the company.

Example: “My first priority would be to assess the current customer service team’s strengths and weaknesses. I’d want to make sure we have a good mix of employees with different skill sets so we can provide excellent support for customers across all channels. I’d also want to create a plan for training new hires and developing existing employees so everyone has the tools they need to succeed.”

What would you do if you noticed a decline in customer satisfaction ratings?

Customer experience managers are responsible for ensuring their company’s customers have a positive experience. If you notice that customer satisfaction ratings are declining, it may be because of an issue with the company’s employees or processes. When answering this question, explain how you would identify the cause and implement solutions to improve customer satisfaction.

Example: “If I noticed a decline in customer satisfaction ratings, I would first analyze the data to determine if there was a specific department where the ratings were lower than usual. For example, if I noticed a decline in sales support but no change in other departments, I would investigate whether our sales support team is having trouble resolving issues. If so, I would work with my manager to develop training programs to help our sales support team resolve issues more effectively.”

How well do you understand our company’s products and services?

The interviewer may ask this question to assess your knowledge of the company’s products and services. This can help them determine if you are a good fit for the role, as it shows that you have researched their offerings. In your answer, try to include information about at least one product or service and how it might benefit customers.

Example: “I am familiar with all of your company’s products and services because I use many of them myself. For example, I recently purchased a new laptop from your website and was very pleased with the customer service I received. The sales representative helped me find the right computer for my needs and answered all of my questions. I also used your online chat feature when I had more technical questions about the laptop. Overall, I think your company has great products and services.”

Do you have any experience working with vendors or suppliers?

This question can help the interviewer understand your experience working with other departments and teams. Use examples from your previous job to show how you worked with vendors or suppliers to achieve a goal or complete a project.

Example: “In my last role, I was responsible for managing all of our vendor contracts. This included negotiating prices, reviewing invoices and making sure we were getting the best deals on supplies and services. One time, I noticed that one of our vendors had raised their prices without notifying us. I contacted them to find out why they increased their prices and learned that they needed more money to hire new employees. We ended up raising our budget so they could hire more people.”

When was the last time you updated your knowledge on customer service best practices?

This question can help the interviewer determine how much you value professional development. It can also show them what resources you use to learn about customer service best practices and how often you do so. In your answer, try to mention a resource that you recently used or one that you have used in the past.

Example: “I am always looking for ways to improve my customer service skills. I subscribe to several newsletters from industry leaders that provide tips on improving customer experience. I also regularly read blogs written by customer service professionals who share their insights on the latest trends in this field.”

We want to improve our customer service reputation. What is one strategy you would use to do this?

This question is an opportunity to show your knowledge of how to improve customer service and the reputation of a company. When answering this question, it can be helpful to mention specific strategies you have used in the past that were successful.

Example: “I would start by creating a plan for improving customer service. I would create a list of goals we want to achieve and then develop a timeline for when we want to reach those goals. Then, I would hold weekly meetings with my team members to discuss what they are working on and if there are any challenges or questions they need help with. This strategy has helped me in the past because it allows everyone to stay up-to-date on their projects and gives them a chance to ask questions.”

Describe your experience working with digital marketing tools.

Employers ask this question to see if you have experience with the digital marketing tools they use. Before your interview, research what types of digital marketing tools the company uses and describe how you’ve used them in previous roles.

Example: “I’ve worked with several different digital marketing tools throughout my career. I started out working as a social media specialist where I learned how to use Hootsuite and Sprout Social to schedule posts for clients. Later on, I became an SEO specialist where I learned how to use Moz and Ahrefs to optimize client websites for search engines. Finally, I became a customer experience manager where I learned how to use Google Analytics to track website traffic.”

What makes you the best candidate for this job?

Employers ask this question to learn more about your qualifications and why you are the best person for the job. Before your interview, make a list of all your skills and experiences that relate to customer service. Think about what makes you unique compared to other candidates.

Example: “I am the best candidate for this position because I have five years of experience in customer service management. In my previous role, I managed a team of 20 employees who provided excellent customer service over the phone and online chat. My team consistently met our KPIs, which resulted in an increase in sales by 10% each quarter. I also think I’m the best candidate because I have strong communication skills and can motivate others to do their best work.”

Which industries do you have the most experience working in?

This question can help the interviewer understand your experience level and how it may relate to their company. You can use this opportunity to explain any relevant skills you have that could be beneficial for the role, such as customer service or sales.

Example: “I’ve worked in both retail and hospitality industries, which has given me a lot of experience working with customers who are looking for different types of products and services. I also have experience managing teams of employees, so I know how important it is to create an environment where everyone feels comfortable asking questions and offering ideas.”

What do you think is the most important aspect of customer service?

This question can help the interviewer understand your priorities and how you would approach customer service as a manager. Your answer should show that you value quality customer service, but it can also be an opportunity to highlight some of your skills or experiences related to customer service.

Example: “I think the most important aspect of customer service is making sure customers are happy with their experience. I know this sounds obvious, but many companies don’t put enough emphasis on ensuring their customers have positive interactions with their brand. For example, when I worked at my previous company, we had a goal for every customer interaction to end in a positive note. We achieved this by training our employees to focus on the customer’s needs first and then find ways to meet those needs while also meeting company standards.”

How often do you recommend that customer service representatives perform follow-up calls?

This question can help interviewers understand how you manage customer service representatives and the expectations you have for them. Your answer should show that you know when it’s appropriate to follow up with customers and how often you expect your team members to do so.

Example: “I recommend that customer service representatives perform follow-up calls within 24 hours of a customer’s initial call, but only if they haven’t heard from the customer by then. This gives our representatives enough time to address any issues or concerns the customer may have had during their first call while also ensuring that we’re following up in a timely manner.”

There is a problem with a customer’s order. How do you handle it?

This question can help the interviewer understand how you handle customer complaints and concerns. Use your answer to highlight your problem-solving skills, ability to communicate effectively with customers and attention to detail.

Example: “If a customer has an issue with their order, I first apologize for any inconvenience they may have experienced. Then, I try to find out exactly what is wrong with the order so that I can fix it as quickly as possible. If there are missing items or incorrect products in the order, I immediately contact my team members to ensure we send out the correct items. If the customer’s entire order is damaged, I offer them a refund or replacement at no cost.”