Effective customer service skills are essential in nearly every government job. You’ll often see this as a selection criterion you need to respond to in your government application. These 5 customer service key selection criteria examples in the STAR format will help you understand what sort of information to include in your own responses.

Individual applications differ in how the specific selection criteria is written. The 5 customer service key selection criteria examples below have been written for these variations:

1. Strong interpersonal skills to build client relationships.
2. Experience in delivering exceptional customer service.
3. Proficiency in resolving customer complaints diplomatically.
4. Capacity to handle difficult conversations with empathy.
5. Commitment to ensuring positive customer experiences.

1.    Strong interpersonal skills to build client relationships.

I have consistently used strong interpersonal skills to establish trust and rapport with clients. During my time at Horizon Financial, I inherited a portfolio of cautious corporate clients who were hesitant about a new account manager. I arranged introductory calls where I asked open-ended questions, actively listened to their investment goals, and followed up with detailed summaries confirming my understanding. Over the following months, I shared timely market insights and organised brief educational webinars aligned with their interests. Client satisfaction surveys improved by 25%, and several clients referred new business. In future roles, I will continue applying this personal, attentive approach to deepen client relationships and drive long-term growth.

2.    Experience delivering exceptional customer service.

I have a proven track record of delivering exceptional customer service, even in high-pressure environments. At Delta Retail during the peak holiday season, the store was crowded, and customers faced long lines and specific product inquiries. I reorganized product displays to simplify navigation, equipped colleagues with a quick-reference guide of best-selling items, and personally greeted waiting customers to provide real-time product information. Shoppers reported shorter wait times and clearer guidance, leading to a 15% increase in holiday sales and a jump in positive feedback. In future roles, I will anticipate customer needs, streamline processes, and maintain proactive communication to ensure an outstanding service experience.

3.    Proficiency in resolving customer complaints diplomatically.

My ability to remain calm, listen actively, and present fair solutions has allowed me to handle complaints diplomatically. While working at Terra Travel, a customer became upset after a flight cancellation disrupted their family vacation. I acknowledged their frustration, carefully explained the airline’s policy, and offered alternative travel dates along with a complimentary upgrade. The customer appreciated the understanding tone and practical resolution, which led them to book additional services through our agency. In future positions, I will continue listening closely, offering fair options, and maintaining a professional demeanor to transform complaints into positive outcomes.

4.    Capacity to handle difficult conversations with empathy.

I have developed a strong capacity for empathetic communication when dealing with sensitive issues. At Omni Insurance, I helped a policyholder who was distressed about a claim denial due to coverage limitations. I respectfully allowed them to express their concerns, empathised with their situation, and carefully outlined the policy terms. I then proposed a follow-up review with a senior assessor and provided information on alternative coverage options. The customer, though disappointed, appreciated the understanding approach and clear guidance. In future roles, I will continue to approach difficult conversations with empathy, clarity, and a solution-oriented mindset.

5.    Commitment to ensuring positive customer experiences.

I am committed to creating consistently positive experiences for every customer I serve. At Insight Telecom, I noticed that customers calling with technical queries often struggled to follow complex instructions. I collaborated with the support team to develop simple step-by-step troubleshooting guides and offered brief one-on-one coaching sessions for new staff members. Complaints about unclear instructions dropped by 30%, and customer satisfaction ratings rose significantly. In future roles, I will maintain this commitment to understanding customer perspectives, simplifying solutions, and continuously improving service delivery.

Selection Criteria Writing Tips

• Follow the required word count, using multiple examples if needed to meet the length guidelines.
• Structure your response using the STAR (Situation, Task, Action, Result) or SAO (Situation, Action, Outcome) methods for clarity.
• Where possible, include examples from higher-level roles or tasks, such as acting in higher positions, to demonstrate your capabilities.
• Ensure all parts of the criterion are addressed. For example, if the question involves both identifying and implementing process improvements, cover both aspects thoroughly.
• Use examples that align closely with the role you’re applying for, showcasing similar tasks and responsibilities.

We hope these customer service key selection criteria examples have been helpful. If you would like further assistance with writing your application, please get in touch, our selection criteria writers are available to assist.