Customer service Representative Interview questions
It is often said, “It can take months to find a customer, and seconds to lose one”.
A company may have a quality product and strong reputation, however, if the level of service delivered to customers is poor, sales, reputation and survival will be threatened.
With this insight, many interviewers seek to recruit the best people for these pivotal roles. This is usually because, customer service professionals often have to acquire or utilise a variety of skills, experiences as well as personality in maintaining customer satisfaction.
So, what questions would typically be asked in a customer service interview?
Ready to take the next step? Check these Customer Service Representative Jobs jobs and apply!
Do you have any previous customer experience?
Start with your most recent experience. You should definitely indicate the means by which you provided customer service. Was it face to face? Did you provide service in a call centre, or by working remotely through email and social media?
State clearly what was your method of interacting with the customer and how you used resources given to you to address their needs?
Your interviewer will be pleased to know that you have operated in a variety of organisations such as startups, conglomerates, NGOs or public corporations. A fundamental key to answering this questions lies in your ability to communicate not only the length, but the depth of your customer service experience.
Sample answer
In my job as a customer service representative, I managed multiple queries and complaints. The most fulfilling part of my job was when customers came to me disgruntled and left satisfied. Often I would use my product knowledge and training to make sure they receive the best customer care and value for their money. I applied for this position where I can exercise this skill. In my five years in customer service, I’ve developed into a effective communicator in terms of listening, understanding concerns and providing relevant advice and direction.
What does good customer service mean to you?
Let the interviewer know that you’re not here to deliver ‘good’, you’re here to provide exceptional service! You will then have to illustrate what exceptional customer service looks like.
Mention you go the extra mile for the customer. Highlight the soft skills you use:
- Empathy, effectively listening to the customer,
- Providing customised solutions.
- Logical thinking to assess their situation.
- Resilience
- Placing the customer’s needs as priority
- Active follow-ups, and feedback to ensure you maintain thorough customer satisfaction and the company’s reputation.
Sample answer
“To me, the exceptional customer service I seek to provide ensures that the customer has the most professional, authentic and helpful experience which no other company will provide. I’ve discovered that by listening patiently to the customer’s needs, complaints and perspective, I’m able to devise the most appropriate way to resolve the issues they’re facing. I especially enjoy using empathy and logic to identify a solution they didn’t even realise was possible. One that makes them delighted and keeps them returning as a loyal customer.”
Tell me about a time when you turned an unhappy customer into a delighted customer
This question is the challenge of every customer service professional. Effectively answering this question requires effective storytelling skills. Clearly state the situation the customer was experiencing. Describe your internal processing of the problem.
Was this an issue you encountered before? Did you immediately understand how to resolve it? If not, what tasks or resources you used to gain a further understanding? Finally, briefly specify what lesson did this experience taught you that you can apply to their organisation.
Sample answer
“I was working in technical support for a telecoms provider. A customer called in, very frustrated and that their mobile devices were not staying connected to Wi-Fi. They were rather explosive in their language and threatening to close their account and go to the competitor. I thoroughly listened to what they had to say. I knew I had to act quickly to keep their business.
I calmly reiterated that I understood their situation was frustrating. I then enquired if I could ask a few basic questions to determine the exact root of the issue. It turned out that there was no signal in their area. I asked if I could place the customer on hold to consult our network department. I was informed by the supervisor, that they were aware of the issue and looking to rectify it within half an hour.
I communicated this to the customer, apologised for the inconvenience, and indicated I would follow up with them. Thirty minutes later, I contacted the customer, who had the internet restored and was very calm and grateful. I stayed on the line to verify everything was working and thanked them for their patience and subscribing.
How important is it to work collaboratively with other customer service representatives and teams across a company?
Most organisation want a team player. The interviewer, by asking this question wants to know if you have the assertiveness and interpersonal skills to contribute as a team member.
It is critical to your interview success that you mention teams you previously were a part of. Be specific and describe the size of teams, the internal dynamics, the accomplishments of the team, and more importantly, your contribution. You should most definitely articulate during the interview whether you were in any leadership position within these teams.
Sample answer
Teamwork is an integral of being a successful customer service professional. Previous positions, I worked closely with a dynamic team. We regularly brainstormed ideas, drew from our training and experiences to identify ways on how to address complex issues and manage the volume of incoming calls during peak periods. I also collaborated cross-functionally by conducting customer feedback surveys, participating in product launches and assisting with promotions and giveaways.
What do you do when you don’t know how to help a customer?
The interviewer is looking to gauge your resourcefulness when faced in uncertainty. The interviewer therefore, is looking to see how you can manifest that discomfort into distinction.
Don’t dwell on your ignorance. Explain your course of action. What options were available to you to use? Did you consult a colleague or senior staff member? Did you do a little research to come up with a solution? Did you consult your company’s policy handbook or product manuals to find a resolution? Describe your course of action, and how you rectified the situation.
Answering this question skilfully also adds credibility to your claims of providing ‘exceptional’ customer service.
Sample answer
“I never pretend to know it all if I don’t. If I’m uncertain on how to assist a customer, I politely ask the customer to hold on and, “Let me find out for you”. I then look for ways or people that can help me to find a solution. At my previous job, I helped customers with complex technical questions. If I didn’t know an answer, I reached out to a senior co-worker, conducted quick research or perused through my company’s handbook for a solution.”
What should I read next?
- Read our article about Career in Customer Service
- Read our article about Start a successful career in Customer Service
- Read our article about Working in Customer Service Industry
