My sample answers below all follow a 3-step structure: answer, explain, example. I sometimes add a 4th step that you can see here, but the first 3 steps are the most important. Practise answering all part 3 questions in this way.
1) How important is customer service for you?
(Answer) Customer service is really important for me because I like to feel welcome and valued as a customer. (Explain) If companies want us to use their products or services, I believe they should treat us well and therefore encourage us to return. (Example) For example, I have a favourite cafe where I like to go, and the friendly staff are the main reason that I’ve become a loyal customer.
2) What can companies do to improve their customer service?
(Answer) I think managers need to train their employees to deliver great customer service. (Explain) There are lots of things that staff members can do, such as ensuring that customers are greeted in the right way, their problems are handled quickly, and they are asked for feedback. (Example) For example, the staff in my favourite cafe greet customers as soon as they come through the door, and they always check that we are happy before we leave.
3) Why do you think employees sometimes don’t provide good customer service?
(Answer) When employees’ treatment of customers isn’t good, I think it’s usually because they are unhappy doing their jobs. (Explain) This might be because they are treated badly by their managers, or because they haven’t been encouraged to take pride in their work. (Example) I remember in my first ever job, for example, I didn’t like the work that I was given, and so I probably wasn’t as thoughtful or attentive as I should have been when I had to speak to customers.