Selection Criteria Response: Customer Service Principles

Selection criteria responses are one of the trickiest parts of the job application process. Here’s how to make your selection criteria response shine when applying for a customer service job.

Key selection criteria refer to the qualities, knowledge, and skills required for a job. You’ll find them listed in the job advertisement as a series of points that the employer or recruiter is looking for when hiring.

While selection criteria are more common in public service and government jobs, you might also come across them in customer service and client service jobs. Each selection criterion is designed to assess whether you have the customer service skills that the employer requires. Your responses must therefore provide specific examples of your excellent customer service abilities in action.

Your selection criteria response should be submitted as a separate document to your cover letter and resume, meaning you’ll be submitting three documents with your application.

In order to assess whether a candidate possesses high-quality customer service skills, some of the following selection criteria may be noted in the position description:

• At least three years’ work experience as a customer service officer
• Extensive experience in identifying and meeting customer needs
• Proven history of customer satisfaction
• Strong conflict resolution and problem-solving skills when dealing with difficult customers
• Ability to work alongside team members and build strong working relationships
• Strong time management skills and reliability
• Strong interpersonal skills and communication skills when interacting with team members and customers
• High computer literacy, including experience with databases and relevant computer programs
• Experience with rostering or scheduling processes

The sorts of selection criteria you’ll be faced with will depend on the seniority of the position you are applying for. For example, an entry-level position may just require you to demonstrate your personability, while a managerial or public sector role will demand high-level organisational and problem-solving skills.

After you’ve thoroughly understood each selection criterion for the role you are applying to, you’ll need to create your response document. The STAR method will provide the structure you need. STAR is an acronym that stands for:

• SITUATION
• TASK
• ACTION
• RESULT

By using this structure to explain your story, you’ll be addressing the key points the interviewer is looking for. So, start off with the specific situation you experienced, the task that was at hand, the action you took, and the result you generated though that action.

Selection Criteria Response: Example

An example of a great response to the criterion “Excellent customer service skills” could be:

My time as a customer service assistant at a popular retail store taught me what it means to provide exemplary customer service. In this role, I frequently found myself assisting elderly customers with their shopping, including taking their items to their cars. I also enjoy problem-solving for customers, helping them find the items they are looking for or ordering them in if they are out of stock at our location. I was named Employee of the Month on three different occasions thanks to this high level of customer service.

When it comes to structuring your selection criteria response more generally, make sure to use our ultimate selection criteria guide to ensure your application stands out from the rest.