Customer Service Interview Questions and Answers

Customer Service Interview Questions and AnswersAre you preparing for Customer Service Representative Interview? We have an inventory of frequently asked job interview questions you’ll be asked. In the second section, we share Customer Service Interview Questions and Answers where you can find model answers for each question along with tips and suggestions.

Of course, the exact questions and number of questions to be asked will depend on the role you’re interviewing for and the expectations of the potential employer. However, practicing answering these questions will prepare you better and you are likely to feel more comfortable and confident during your interview.

Customer Service Interview Questions

Following are the most common questions which can be asked during an interview for the position of Customer Service Representative or a similar position:

(For model answer and tips, click on the question itself)

Question #1 Why do you want to work in Customer Service Department? OR What made you want to be a Customer Service Representative?

Question #2 Would you consider yourself a team player?

Question #3  What Is A Customer Service? OR Describe what customer service means to you.

Question #4 What do you think about routine day in a Customer Service representative’s life? OR What are the daily activities of a Customer Service Agent ?

Question #5 What is good Customer Service? OR Describe what Customer Service means to you.

Question #6 Share with us the situation when you experienced exceptional customer service and why it was so good?

Question #7 Tell me about a time you had to deal with a customer who was angry.

Question #8 Tell me about a time when you turned an unhappy customer into a delighted customer. OR Tell me about a time you had to deal with a customer who was angry.

Question #9 What do you do when you don’t know how to help a customer? OR Give me an example of a time you couldn’t solve a customer’s problem.

Question #10 What would you do if a frustrated customer complained about a widely known problem with the company’s product?

More Interview Questions for you to practice on your own

Question #11 Why you want to work with us or in this company?

Question #12 What was your biggest failure in your current or previous role, and how did you recover from it?

Question #13 What customer service tools do you have experience with?

Question #14 What are your career goals?

Question #15 What will you do if you notice that your co-worker often behaves rudely with the customers?

Question #16 How have you utilized customer complaint feedback to improve your team’s sales performance?

Customer Service Interview Questions and Answers

In this section, under each question you’ll find tips and model answer. Practice answering these questions, so you’ll feel more comfortable and confident during your interview.

Question #1 Why do you want to work in Customer Service Department? OR What made you want to be a Customer Service Representative?

Understanding the question and how to answer

Basically the interviewer wants to confirm that you have a genuine interest in this kind of job profile and if you have the necessary qualities to be a good Customer Service Representative

Model Answer

The role of customer service is to effectively communicate with the existing and potential customers of the company and provide them with a very satisfactory response.

This essentially requires a person to have good communication skills and ability to deal with people. I love customer support because I am a good communicator. My education in human psychology and the passion to interact with people gives me requisite skills to effectively interact with different types of people.

Hence I enjoy my job very much.

Video: Why do you want to work in Customer Service?

Question #2 Would you consider yourself a team player?

Understanding the question and how to answer

Make sure that your answer is in affirmative and you should say that you are a good team player. Also make it a point to add that you enjoy working as part of the team.

While answering the question, you may talk about the team size the exact role you are performing and the position you are reporting.

Model Answer

My company is committed to best customer experience. Hence as a member of the Customer Service team, we strive to provide exceptional customer service. This requires a team effort. Therefore, we are trained to constantly collaborate and ensure that our team is strong.
Hence I am proud to be a part of a great team and we contribute to project a positive image of the company. We the team members, regularly share our knowledge, experience and resources to address tricky customer problems and successfully handle a large amount of incoming calls during peak times.

Video: Would you consider yourself a team player?

Question #3  What Is A Customer Service? OR Describe what customer service means to you.

Understanding the Question

The potential employer wants to check if you are familiar with the  customer service terms like “customer service,” “customer satisfaction,” and “customer loyalty”. You should be thoroughly familiar with the these concepts and understand the in-depth meaning if you truly belong to this industry.

Secondly, the interviewer wants to be sure that you can deliver as a good customer service representative.

After all, customer service is the face of the company.These days the top management takes this aspect very seriously. If you convince the interviewer with your answer that you understand what makes good customer service, the interviewer will have confidence that you can handle the job.

Suggested Answer

The complete process of assistance provided by the customer service of a company in terms of advice, information to those people who buy or use the products or services of the company is called customer service.

Customer service representatives are the first point of contact for the existing and potential customers of the company. They act as the face of their company.

Their ultimate goal is to drive loyalty, retention and acquisition of the customers.

Video: What is a customer service?

Question #4 What do you think about routine day in a Customer Service representative’s life? OR What are the daily activities of a Customer Service Agent OR Can You Please Tell Me About A Routine Day Of A Customer Service Representative?

Understanding the question and how to answer

This is a simple question where the interviewer is checking your awareness about the role of a typical Customer Service Representative.

Suggested Answer

I work in Customer Service Department which is responsible for supporting products and services that customers buy and use. My job is to support different web-based programs and we speak with customers that are using those programs to help support and help the system with those products.

Hence I take incoming calls and help customers with various types of queries such as general questions as well as provide them with solutions to specific problem which they may have.

When not busy with the incoming calls, I’ll be working on tickets and following up online with customers.

To sum up, my typical day consists of answering phone call, resolving customer’s issues, providing customers with relevant information, dealing with customer grievances, helping potential customer to select the right product.

Video: Describe a routine day in Customer Service Rep’s life

Question #7 Tell me about a time you had to deal with a customer who was angry.

Understanding the question and how to answer

The interviewer aims to find out about your ability to handle angry customers. The hiring manager would like to check if you can respond properly despite being under negative conditions and pressure.

Begin your answer by being honest about if you have had the experience of dealing with an angry customer before. If you haven’t been through such a situation, then tell the interviewer what you would do if you ever come across such a situation.

Suggested Answer

In my previous job, I was a customer service executive for an e Commerce company selling consumer products. I had many calls from angry customers, but I would like to share one particular experience.

The customer had ordered a dinner set, but when it arrived, the package was missing a few pieces.

She was very upset and on the top of it, she had to be on hold with us for over 15 minutes as it was peak time.

First, I tried to comfort her by listening patiently to her. Then I told her that our company policy was that she had to send the entire order back.

Then as per her directions, we would issue a refund or she could reorder the dinner set.

But she only wanted us to ship the missing pieces.

It took a while to convince her. Finally she opted for a refund.

I did make sure she received her refund. Also I gave the feedback to my seniors about the long wait times and the dispatch of incomplete orders.

Video: Tell me about a time you had to deal with a customer who was angry.

Question #9 What do you do when you don’t know how to help a customer? OR Give me an example of a time you couldn’t solve a customer’s problem.  

Understanding the question and how to answer

There are all kinds of customers with different personalities and varied levels of understanding. The interviewer would like to check if you as a candidate know how to handle different types of buyers and respond calmly and efficiently under any situation.

There is always a temptation to say, “Sorry, I don’t know about this product.” But the customer will never appreciate this answer and would perhaps never come back to your company for buying.

Therefore, your answer has to be diplomatic and suggesting that you would not let the customer have a negative experience.

Suggested Answer

There are sometimes rare situations when even with extensive training and experience, I would not know how to help every customer.

The main thing here is my honesty. Especially, when I am handling a complex product or service and do not have much knowledge about the product. Should such a situation arise, I would politely tell the customer, “I am not 100% sure on that, but let me check with one of my seniors and I will provide you every detail of this product”.

In the past, whenever I faced such a situation, I reached out to my supervisor for guidance, referred the customer to someone who could help. Sometimes I looked through my training manual for answers.

Video: What do you do when you don’t know how to help a customer?

Question #11 Tell me why you want to work here? OR  Why do you want to work for us? OR  What made you want to apply for a job with this company?

Understanding the question and how to answer

It is a combination of 2 basic questions:

  1. Why do you want to work for this company?
  2. Why do you want this job?

Tips to Answer the Question

This answer also relies on the homework you have done ahead of the interview. The “homework” refers to research and preparation in the 3 key areas of:

  1. Know yourself
  2. Know the company
  3. Know the job profile and the requirements of the position

And match them properly.

Suggested Answer

This company has an excellent reputation and is considered a great place to work. You place high value on your customers as well as employees.

The employees are encouraged to learn, grow, and innovate inside the company. Therefore, it is natural for the employees to happily work here for many years.

At the same time, the quality of your products and services is regarded the best.

This is an ideal win-win-win for stockholders, employees, and customers, and I would be very happy to join this organization.

Video: Tell me why do you want to work here?

Links to model Interview Questions and Answers for various other positions:

Links to career related articles on this blog:

About the Author

Sundeep Kataria CV MakerSundeep Kataria is the CEO of ACS Consultants – a Management Consulting Firm. He holds multiple qualifications: MBA, PGDIT (IIFT), MS in Counselling & Psychotherapy and Diploma in Company Law. He has also formally learnt Digital Marketing and Website Making.

In 1995 he pioneered the concept of professional Career Counselling, Executive Coaching and Mentoring. Over the years he has mentored many professionals, like CAs, Engineers, Sales & Marketing Professionals, IT Experts etc.

The unique style of Sundeep Kataria is that he connects with each and every individual personally, holds in depth discussion before undertaking the assignment.

 

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