Customer Service Associate Interview Questions 1. Here, we’re going to look at 7 key customer service interview questions and answers. Can you tell me about a time when you were proud of the level of service you gave a customer? What did success look like in your previous role? What do you think makes a good teammate? Can you describe a time when you had to say no to an important customer’s request? We’ve got you covered! 5. How do they respond? Before your interview, it’s important to “figure out your story. This online course will instantly be free for you to access for 30-days. It’s also okay to ask similar questions at different points during the interview. Another variation of this question is, "What is good customer service?" Before you start interviewing, consider having your potential interviewees fill out a Myers-Briggs questionnaire. Sarah Judd Welch employs this tactic by inquiring about advocacy: “I ask them to give an example of a time they advocated on behalf of someone else. Can you give an example of how you handled alerting a customer when your product/service caused a major problem? I think working in customer service is absolutely vital, since I'll get such a great feel for what customers need and want. Speak specifically to the company's employee organization if you can. 21. What went wrong? A great answer won’t just involve solving a problem or answering a question, but ensuring that the customer had as positive an interaction as possible. Customer service representatives interact frequently with customers, meaning they must know how to communicate and remain positive. How would you keep a customer calm when they have to hold on the phone for an extended period while you are working on their inquiry? Are you sitting comfortably? SHARES. 15. Give a specific instance and explain how you handled it. 1. Would you consider yourself a team player? If you don't, consider providing an example using one of the company's own services or products. 3. Example: "In a past position, I didn't understand how to use the provided headset, but it embarrassed me to ask for help. When responding to a customer, how do you decide what information to include and what to leave out? Customer Service Interview Questions; Q. Why do you want to work in this industry? There’s no greater skill for customer service employees than the ability to communicate clearly and with the appropriate level of detail. Observing how someone interacts with the outside world will speak volumes about their self-awareness and personal motivations. In the answers, you need to hear specific, true stories of past service experiences. Why? Why would you be a good fit for our company as a customer service rep? You’ll get honest feedback about a person’s trajectory and their commitment to self-improvement; information that’s hard to glean from anywhere else. Most people will respond warmly (“A 9!”), but her follow-up coaches more candor into the dialogue: “How could they get to a 10?”. In order to have a successful interview, it's vital that applicants prepare ahead of time. Example: "It's absolutely vital for customer service representatives to have empathy, particularly when customers are upset. Share Tweet. If the company issued specific guidelines to mitigate the problem, I would adhere to those.". It also helps them get a better idea about you personally to see if you’re a good fit for the company. 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. Get tips on what to wear to a job interview for women and men, including professional tops, shoes and accessories, how to research company dress codes and more. Instead, complement your must-ask questions, your “zigs,” with a few questions that “zag.”. Seeing how they react speaks volumes about how they will handle real-life situations — and will help you avoid wasting time and energy hiring the wrong person. 17. They want to see how you think about the position and the customer. Reading between the lines, what do a candidate’s stories say about their penchant for patience, their willingness to help, or their talents as a team player? You need to find conversational side doors to draw these qualities out by asking questions that require a story to answer. Watch out for people who give theoretical examples rather than real situations or who only provide examples where the customer or their colleagues were at fault. Try not to rush to fill the silence; it’s okay to let your candidates sit quietly before they answer a question. Reference: WomenCo. One way to find out what employers are looking for qualified candidates is to research the organization’s mission statement and website. Why? Why is it something you’re interested … Ask this question to find out if a candidate knows how to respond calmly and efficiently in these situations. What’s the last new skill you learned? Anyone can do that. The hiring manager wants to know if you're able to handle difficult issues, like a defective product. Why? I tried to figure it out on my own and ended up missing important instructions. I love that the products this company makes are all well-designed and built to last. Example: "I used a traditional PoS system at my last job. I encourage managers to take potential support hires out for coffee. You can educate them about the product, give them scripts, and walk them through manuals and processes, but after that, they have to be able to connect with your customer on a human level. In your answer, explain how specifically empathy helps a customer service representative do their job. These questions encourage candidates to share a relevant on-the-job anecdote, but they also require them to tell a story in a coherent, narrative fashion. Depending on the company and the specifics of the position, they might be looking for someone who plans to stay with the company and progress through the ranks. Once the customer finishes speaking, I thank them for sharing their concerns and validate their feelings. The thing about hiring great Customer Support Representatives is that there’s only so much that you can train. (Note: Leave out “What could you have done better?” to give them a chance to respond unasked or completely miss the opportunity.). Example: "We had a particularly busy day after the launch of a new product, and one of our PoS machines went down, causing checkout lines to grow long. At some point in your interview, you will have to answer a question that prods you to give an example or take part in a role play situation. When you answer, describe the product or service and then honestly answer why you like it. If a candidate carefully addresses each point you’ve asked them to discuss, that means they’re an engaged and sincere listener. ", 15 Customer Service Interview Questions (With Sample Answers), 9 Ways to Provide Excellent Customer Service. With a considerate process and clever questions in hand, you’ll own up to your end of the bargain and set the stage for candidates to reveal who they are, how they work, and if they’re the person you’ve been looking for. Good candidates will share detailed examples from their own experiences and will be able to answer follow-up questions about those examples. Ask every candidate the 23 customer service interview questions below to get the information you need to hire top talent. Types of Customer Service Interview Questions Customer service interviews may include a number of different question types. Why did you choose that skill, and how did you learn it? Question 1: What Does Customer Service Mean to You? 23. Boilerplate questions don’t reflect the reality of support. They surprise no one, they won’t surface an ability to thrive under pressure, and their limited framing begets limited answers. Granted, it can be a challenge to have a forthright conversation with a person who has been hand-picked to deliver a glowing review, but the right attitude (and some good questions) will go far. 13. Why this job? Did your previous team ever have a project go completely awry? Example: "At my last job, my peers nicknamed me "Smiley" because I try to smile as much as possible. Customer Service Interview Questions to Ask. Asking the right customer service interview questions can put money in your pocket you didn’t realize you were missing. Use descriptors for yourself that align well with the necessary skills for a customer service representative in your answer. If you need more job interview materials, you can reference them at the end of this post. This question comes up in many customer service interviews because it lets employers see what philosophy and mindset you’d bring to the position. 4. What do you know about this company's products and services? What are you better at today than you were this time last year? What’s the next book I should read? Do all of their examples lead to someone else made a bad decision and that’s why didn’t work? Can you tell me about a time when you needed to convince a customer or teammate to change the way they were working (e.g., adopt a new procedure or modify their language) and how you went about doing so? 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