What To Say About Customer Service In An Interview

Customer service is the human action of ensuring a satisfactory customer experience pre, during and post purchase of a product or service.

On a twenty-four hours to day footing, you'll human action equally a visitor representative, taking orders or inquiries, handling queries and complaints, solving issues and providing information, alongside authoritative tasks like record keeping.

You may work in a client contact centre, in a face-to-face setting or interact with customers via a live chat office.

Customer service representatives are employed across many industries, and then job opportunities in this profession are both plentiful and diverse.

What Do Employers Wait for in a Skillful Client Service Representative?

Every bit it's such a wide role, a good candidate for a customer service post will demonstrate a wide variety of skills and competencies.

Things employers look for include:

People skills – The ability to understand, build relationships and connect with people from all walks of life.
Good communication – Yous'll need stiff language skills and exist able to converse clearly and professionally in both a exact and written context.
Creativity – Employers look for those that think on their anxiety and take an imaginative arroyo to problem-solving.
A positive attitude – Potent candidates are those that don't get bogged downwards by negativity and are calm and resilient under pressure, besides as existence incredibly patient.
Willingness to learn – You'll need to bear witness a delivery to ongoing development, keeping upwardly to engagement with the latest on your company's products or services.
Teamworking skills – Client service is not a solo performance. It takes effective collaboration, and employers are looking for strong team players.

And so, you've nailed your customer service embrace letter and take been invited to the next phase of recruitment.

At present it'southward fourth dimension to review some customer service interview questions and answers and wow the hiring team in person.

Questions will largely revolve effectually the skills we've just covered, so continue these in mind throughout your interview preparation.

Top 10 Customer Service Interview Questions (and Sample Answers)

Beneath are 10 common customer service interview questions, each with a sample answer you can utilize for inspiration when constructing your own.

In many cases, we recommend using the STAR method, giving a concise answer with a southwardituation, task, action and result.

1. What Does Customer Service Hateful to You?

Every bit i of the almost asked customer service interview questions, your respond here should show employers non only what y'all understand about the office, just likewise what makes you passionate nigh it.

The interviewer is looking to establish what y'all take your responsibilities to be and why those responsibilities are of involvement to yous.

Your response should show:

A customer-first perspective
Stiff communication skills
A delivery to problem resolution
Passion for the profession

Instance answer:

For me, customer service is well-nigh making connections through constructive advice. There'southward no i-size-fits-all. Every client is unique, and I find it incredibly rewarding when an issue is resolved in a way that makes them feel valued and understood. It'due south not e'er easy, but information technology'southward my responsibility to ensure every customer is heard, and fifty-fifty the most challenging of situations handled to the best of my ability.

2. Tell Us About a Time You Faced a Difficult Client and How You Resolved the Situation

In asking this question, the interviewer is looking at your trouble-solving skills.

These are skills y'all'll use every twenty-four hours, but in certain circumstances, they'll actually be put to the test, especially when the client in question is angry coming into the conversation.

The situation you describe might not have been completely resolved past you lonely, but your answer should focus on your power to connect with the client, the measures you lot took to resolve the effect and whatever further escalation, where appropriate.

Key traits to demonstrate hither include:

Constructive listening
Empathy and patience
An ability to stay calm nether force per unit area
A willingness to take ownership of a state of affairs

Example answer:

Working in customer service for a domicile appliance retailer, I received a telephone call from what seemed to be a very irate customer. The problem was twofold. Delivery of her washing machine had been moved from the date initially booked, and when information technology did make it, the item was damaged.

In listening to her complaint, I discovered she was a new mother and information technology was articulate that her anger was really distress. I took an empathetic approach to her situation, established that the damage was corrective and advised she was fine to apply the appliance whilst I processed an substitution with priority delivery free of charge.

I then explained that we outsource delivery and that the switching of dates was completely unacceptable. I thanked her for bringing it to my attention and assured her it was an issue I'd exist taking to management so they could further investigate.

By the stop of the telephone call, the customer was much more relaxed and apologized for her initial outburst. Information technology was a cracking result.

3. What Would You Do if a Client Asked You lot a Question Yous Didn't Know the Reply To?

In request yous this, the interviewer is assessing your integrity. A proficient client service rep never tries to bluff their way through a situation. They take an honest approach, relying on the support and resource around them to source the correct reply to a challenging question.

Show you lot're comfortable with asking for help and that your focus is to ever provide the correct information. Yous as well need to demonstrate how yous'd inform the customer of your uncertainty without aggravating the situation.

Form your response around the fundamental traits of:

Conviction
Honesty
Trouble solving
Teamwork

Case reply:

I'd be honest with them. I'd tell them it was a question I'd never come across before and that I wouldn't desire to requite them inaccurate information. Depending on the circumstances, I'd either laissez passer them on to a relevant fellow member of my team or get back to them ASAP with an answer.

When this happens, I keep a log, so I'm prepared to handle questions if they crop up again. This also helps me back up my coworkers should they always encounter the same problem.

As far equally customer service interview questions become, this has perhaps the most obvious intent. The interviewer is looking for someone willing to get to a higher place and beyond the call of duty.

A standout candidate volition have a strong example of when they've performed beyond expectation, one that demonstrates a commitment to career development by raising the bar.

The all-time answers will be those that show:

Exemplary standards of service
Innovation
Imagination
Kindness

Case respond:

In my current part, I work for a SaaS company that provides software for remote collaboration. I had a client call who wasn't used to working remotely and was struggling to understand the nuts. I talked them through what they needed to know to get on with their day, simply it was clear this was going to be an issue for them moving forward.

After the call, I realized there was more I could do, so I contacted them and asked if they'd be interested in a virtual training session. They took me up on the offer, then I set up to work writing a preparation program specifically for their needs.

I delivered the session the following week, non only to the client in question only to three other members of their team. They've since fed dorsum, and information technology was a pleasance to hear how well they're all doing.

Customer Service Interview Questions

5. Tell Us About a Time That You Worked Successfully Within a Team

Teamwork is an essential part of good customer service. A visitor's reputation is built through a collaborative effort, and the interviewer volition want to know that you're prepared to do your chip.

It'southward important to show you understand your role is but one part of the process and that bully customer service involves constant development across the unabridged business organization. For that to happen, teamwork is paramount.

Beyond your teamworking skills, besides focus on:

Your investment in company goals
A willingness to pitch in wherever needed
Collaboration across different departments

Example respond:

In my previous role, in that location were multiple departments that relied on customer feedback to make improvements, from product evolution to fulfillment and delivery.

Equally role of the customer-facing squad, it was our task to ensure that all issues were resolved simply also eliminated. I suggested that we should accept weekly meetings to discuss what issues we'd all faced and, where necessary, pass this information to the relevant department. We'd too share ideas on more than effective means to arroyo these issues until they were ironed out.

It was a keen system that led to constant innovation and a business organization reputation we were all proud to uphold.

half-dozen. What Qualities Practice You Have That Make You Well Suited for a Position in Customer Service?

The purpose of this question is quite clear. It'due south about uncovering what personal attributes y'all consider yourself to have that are fitting for the role, and why.

There are many qualities you could mention here, near of which fall nether the umbrella of soft skills, such as:

Dependability
Communication
Critical thinking
Empathy
Adaptability
Integrity

The central is to non reel off a listing of qualities, but to put them into context.

Example reply:

First and foremost, I'm a people person. I thrive on personal interaction, and there's no other function that provides this more than customer service. I also have a very empathetic nature. I'chiliad very attuned to people's emotions and can tailor my beliefs appropriately. Of course, client service isn't just nearly your ability to connect. You too need to think on your feet and get creative in terms of problem-solving. These are skills I've developed throughout my career and apply to every new claiming that comes along.

vii. How Do You Measure Success?

As we've already mentioned, your role exists inside a wider context. Employers are looking for candidates that not only meet and exceed expectations, merely who can quantify their achievements and show how they contribute to company objectives.

This is all about your results orientation. In other words, what you meet every bit important, how you achieve it and how it is evidenced in activeness.

Equally a basic reply, success in your function would be a happy customer. It's OK to land this but try and retrieve a lilliputian deeper.

You lot could make mention of:

KPIs
Customer conquering and retention
Company reputation
Sales figures

Case answer:

Client service encompasses so many things that success tin be difficult to quantify.

On a personal level, information technology's knowing I've connected with everyone I've had an interaction with.

In a business context, I'd measure success through reputation and revenue. If I'thousand doing my chore well, both should increase. Nosotros should be seeing practiced reviews, more than echo sales, more referrals and of course, more than turnover.

It's important for me to sympathize the data relating to this. It's the merely way I tin can truly measure the success of my efforts.

8. How Do Y'all Keep Yourself Motivated When Customers Accept Their Frustrations Out on You lot?

Don't fall into a description here of how you handled a difficult situation. Information technology'southward not what this question is near.

What the interviewer is looking for is an indication that you're someone able to cope nether pressure and that you won't break down or fight back, even when treated desperately.

Unfortunately, this is ane of the major downsides of a career in customer service, and whilst information technology won't be a daily occurrence, at times, you lot will become the target of heightened client frustration.

It'south important to acknowledge this in your response and prove yous have interpersonal skills like cocky-conviction that allow you to take it in your step whilst maintaining first-class standards of service.

Be sure to demonstrate:

Resilience
Cocky-awareness
A positive mindset

Example answer:

It's i of the most challenging aspects of the role but I find the best way to stay motivated is to remember that information technology'southward not a personal attack and to put yourself in the client's position.

When you look at it from that point of view, it gives y'all the drive to provide the level of service you'd look under the circumstances. If I'm having a tough twenty-four hour period, I'll detect a tranquillity spot for a short intermission and remind myself how much enjoyment I take from customer service at its all-time.

Every job has its challenges but, for me, that makes the rewards and so much greater.

9. What Would Y'all Do if a Frustrated Client Complained About a Well-Known Flaw With a Company Production?

For a customer service rep, this is 1 of the most challenging situations. Fixing the problem is out of your command, but yous still accept to notice an appropriate resolution.

Employers know how difficult this can exist and are looking for candidates that can ascent to the challenge, applying patience, creative problem-solving and primal decision-making skills to ensure brand reputation is not damaged and the customer gets a satisfactory result.

Example answer:

Firstly, it's important to permit the customer vent their frustrations without interruption. And in response, it'south vital to take ownership. The flaw itself may not be mine to fix, but as a representative of the company that is responsible, I demand to show that we're not shying away from the result.

To find the best resolution, I'd consider the circumstances, so weigh up any actions I could take forth with their potential consequences for both the customer and the business organization.

Whatever the outcome, be it a refund, commutation or repair, I'd assure them that information technology's an upshot of the highest importance and we were taking every stride possible to set up the flaw.

10. What Do You Know About This Company?

Customer service interview questions aren't always about your skills and experience. Sometimes they focus on your motivations.

This question in particular gives employers insight into what attracted you to the company and why you want to work for them over anybody else. It also shows whether you've been motivated enough to practise your enquiry.

Before your interview, learn all you can well-nigh the visitor, from its cadre values and corporate civilisation, to details on its products or services.

If you take personal experience and can talk nearly this firsthand, all the better.

Example answer:

I first became aware of your visitor three years agone when I switched insurance provider. I took out a policy and was delighted, not simply with the cost but with the personalized support I received. I've followed you lot on social media ever since and I beloved how much effort you put into building relationships with customers. I think that's crucial these days. People want to know they're dealing with human beings. It'south what attracted me to you lot as both an insurance provider and an employer.

Final Thoughts

The higher up listing of customer service interview questions and answers is not exhaustive, and in that location are many others you may face.

Every company will have specific criteria past which they measure out candidates, but in preparing answers to the virtually common questions, you'll have a practiced bank of examples to draw on.

Information technology's also a good idea to prepare for some of the more generic ordinarily asked interview questions and to come up up with some questions of your own. This shows a vested interest in the opportunity.

Of course, you should likewise brush up on your interview technique to ensure a stellar showtime impression.