Answers: What Does Good Customer Service Mean to You?

By Elizabeth Muenzen, CPRW, Career Advice Expert •Last Updated: June 29, 2024

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If you are applying for a customer service position, you will likely be asked, “What does good customer service mean to you” during your job interview.

In this guide, we’ll offer expert guidance and ‘what does good customer service mean to you’ sample answers for various industries to help you prepare a job-winning answer.

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What the interviewer wants to know

When interviewers ask how you define good customer service, they are trying to gauge your understanding of customer satisfaction and how you prioritize meeting customer needs. Read our guide, Customer Service Skills: Examples and Tips for Your Resume, for an idea of which skills to highlight in your interview.

Here's what they might be looking for from your good customer service definition:

Understanding of customer needs: The interviewer wants to know if you recognize that good customer service is about understanding what the customer wants and needs.
Communication skills: Your answer can reveal your interpersonal skills and how well you can communicate with customers to understand their issues and provide solutions.
Adaptability: They may want to see if you understand that different customers may have different needs and preferences.
Empathy and patience: They're interested in whether you empathize with customers' concerns and have the patience to handle challenging situations gracefully.
Commitment to customer satisfaction: Your response can indicate your dedication to ensuring that customers have a positive experience with the company.
Problem-solving abilities: They might be assessing your problem-solving skills and ability to think critically when it comes to addressing customer complaints or issues.
Teamwork: Depending on the role, they might be interested in your ability to work with colleagues to ensure a seamless customer experience across all touchpoints.

Your ‘What does customer service mean to you?’ answer should reflect these aspects and demonstrate your ability to embody customer service principles in your work.

Review our library of resume examples to learn how to showcase communication and problem-resolution skills on your resume.

How to answer: What is good customer service?

Providing excellent customer service means going the extra mile to ensure a customer is happy and satisfied with a company’s products or services.

Prepare to demonstrate these abilities during your job interview by exploring the expert tips and guidance below.

Tailor your response

Familiarize yourself with the company's customer service ethos, values and any specific customer service initiatives or standards it promotes.

Tailoring your response to align with the company's customer service goals shows that you've done your homework and are genuinely interested in contributing to its success.

We also recommend using our Resume Builder to update your existing resume or craft a new resume that is tailored to the job you are applying for.

Provide specific examples

Be ready to provide specific examples from your past experiences that demonstrate your approach to delivering excellent customer service.

These examples could be from previous jobs, volunteer work or even personal situations where you had to interact with others in a customer service capacity.

Use the STAR method (Situation, Task, Action, Result) to structure your examples effectively, highlighting the context, actions you took and the positive outcomes achieved.

You can use one of our professional resume templates to easily craft a resume that showcases your customer service skills and relevant work experience.

Discuss total customer experience

Total customer experience (TCE) refers to the perception that customers develop based on their interactions with a company across all touchpoints and throughout the entire customer journey.

It encompasses every customer interaction with a brand, including before, during and after a purchase or service interaction.

When asked, “What is excellent customer service?” ensure that you provide specific examples of how you’ve supported customers throughout every step of the customer journey.

Use our ATS Resume Checker to scan your resume for 30+ common errors and receive on-the-spot optimization suggestions.

Example answers: What does great customer service mean to you?

Explore “What does customer service mean to you” interview question sample answers below to prepare for your job interview.

We also recommend browsing common behavioral interview questions to prepare for additional questions that interviewers often ask.

General answer

"To me, good customer service means putting the customer's needs first and striving to exceed their expectations at every opportunity. It involves actively listening to customers to understand their concerns or requirements and then providing prompt and effective solutions tailored to their individual needs.

Good customer service also entails being courteous, empathetic and patient, even in challenging situations. It's about building trust and rapport with customers by consistently delivering high-quality service and demonstrating a genuine commitment to their satisfaction.

Ultimately, good customer service is not just about meeting customers' needs; it's about creating positive experiences that leave a lasting impression and foster long-term loyalty."

This answer effectively communicates an understanding of good customer service by addressing key principles such as customer-centricity, effective communication and empathy.

Answer for the retail industry

"Good customer service, especially in the retail industry, is all about creating positive experiences that leave customers feeling satisfied and valued. In my previous role at [Previous Company], a customer came in looking for a specific product that we were out of stock on.

Instead of simply informing them of the unavailability and letting them leave disappointed, I took the extra step of checking our inventory system and locating the item at a nearby store. I then called the other store, arranged for the product to be put on hold, and provided the customer with directions to pick it up.

This proactive approach not only solved the customer's problem but also impressed them with our dedication to meeting their needs.”

The candidate provides specific examples from their past jobs to illustrate their understanding of good customer service.

This demonstrates their ability to take proactive measures, address customer concerns promptly and personalize the customer experience.

See our retail resume examples for guidance on crafting a compelling resume that lands more job interviews.

Answer for the food service industry

"To me, good customer service in the food service industry means providing a memorable dining experience that leaves customers feeling satisfied and eager to return.

In my previous role as a server at [Previous Restaurant], I had the opportunity to embody this principle on a daily basis. One specific example that comes to mind is when I had a table of guests celebrating a special occasion.

They had mentioned it was their anniversary, so I took note of that and personalized their experience accordingly. Throughout their meal, I checked in with them regularly to ensure everything was to their satisfaction and offered any additional assistance they may need.

Toward the end of their meal, I surprised them with a complimentary dessert accompanied by a handwritten note wishing them a happy anniversary. This small act of kindness not only enhanced their dining experience but also made them feel valued and appreciated as customers.

Overall, good customer service in the food service industry involves not only delivering high-quality food but also providing attentive and personalized service that exceeds customers' expectations. It's about creating memorable moments that leave a lasting impression and keep customers coming back for more."

The candidate emphasizes the importance of ensuring customer satisfaction and making guests feel valued and appreciated.

This reflects an understanding of the role that positive interactions and gestures of goodwill play in fostering customer loyalty and repeat business in the food service industry.

Browse our food service resume examples for expertly crafted samples to help you build a winning job application.

Answer for the transportation industry

"In the transportation industry, good customer service goes beyond simply getting passengers from point A to point B—it's about ensuring a safe, comfortable and pleasant journey for every traveler. In my previous role as a bus driver at [Previous Transportation Company], I prioritized this principle in every aspect of my job.

Throughout my time as a bus driver, I consistently made an effort to greet passengers with a warm smile, provide clear and timely announcements regarding stops and routes and assist individuals with mobility challenges to ensure they felt welcome and supported.

I also maintained a clean and orderly bus interior, regularly checking for any safety hazards or maintenance issues that could affect the passenger experience. By prioritizing passengers' comfort and satisfaction, we can create positive travel experiences that leave a lasting impression and encourage repeat ridership."

The candidate emphasizes the significance of creating positive travel experiences that leave a lasting impression on passengers.

This customer-centric approach aligns with the expectations of the transportation industry, where customer satisfaction plays a key role in building trust and loyalty.

Take a look at our transportation resume examples for industry-specific tips and guidance to help you craft a winning resume.

Examples of customer service resumes

A strong resume is essential when you are applying for customer service roles. Explore the samples below to start crafting your interview-winning resume today.

Examples of customer service cover letters

Pair your customer service resume with a matching cover letter to get noticed by recruiters. Explore the sample customer service cover letters below to get started.

Interview tips from career experts

Browse the expert tips below to avoid common pitfalls when answering what good customer service means to you.

It is essential that you demonstrate your understanding of customer service principles and align your response with the company's values and expectations.

We also recommend using our interview preparation tools to help you get ready for your next job interview.

#1 Avoid generic responses

When describing what customer service means to you, avoid giving generic responses that lack depth or specificity.

Avoid providing a vague answer, such as "Good customer service means helping customers," which does not demonstrate a complete understanding of excellent customer service.

Instead, offer concrete examples and specific aspects of customer service that are important to you, such as active listening, empathy and problem-solving.

#2 Don’t focus solely on transactions

While acknowledging the transactional aspect of customer service (e.g., processing orders, resolving issues) is essential, don't limit your definition solely to these tasks.

Highlight the importance of building relationships, understanding customer needs and delivering personalized experiences that go beyond basic transactions.

Emphasize the importance of empathy, kindness and genuine care for customers' well-being and satisfaction.

#3 Avoid negative language

While discussing customer service, refrain from using negative language or focusing on past negative experiences with customers.

Instead, frame your responses in a positive light, emphasizing proactive solutions, positive interactions and opportunities for improvement.

Also emphasize the importance of soft skills such as communication, empathy and problem-solving in delivering good customer service.

Key takeaways

Interviewers ask, “What does good customer service mean to you?” to determine whether you are committed to thoughtful and empathetic customer care.
When answering this question, provide specific examples from past roles when you provided great customer service that fostered brand affinity or repeat customers.
Tailor your answer to the industry and company to impress the interviewer and increase your chances of landing the job.