Customer service is a big industry, and it takes the right person for the job. Here are some common questions that could be asked at your next interview. Show
There are many jobs available in the customer service industry today, and the interview is the best opportunity for an organization and potential employee to assess each other. Customer service jobs are available in both brick-and-mortar and remote environments. They include cashiers and managers in retail stores and contact center employees in remote locations. When prepping for an interview, it is wise for the candidate to group experiences and ideas together. Recruiters will ask several questions around a few main themes. Common themes and areas of conversation include attitude, coachability, adherence, problem-solving, empathy, teamwork and understanding of the role. Recruiters will ask related questions asked in several different ways, as this helps them understand job candidates and ensures they are being honest. Possible customer service interview questionsThere are many job interview questions a recruiter could ask, and the following are some of the most common. Job candidates should always be authentic and refrain from giving canned answers. About you questions1a. Why are you looking to work in customer service? This question is frequently asked because it takes a unique temperament to work in customer service. The recruiter will want to know that the candidate is aware of what the job takes and that they will fit in the role and within the company. Some suggested points to share in an answer include the following:
1b. Why are you interested in this position? This question is important for the recruiter to gauge if the candidate will stay in this role long enough to be of value to the company -- or if it is just until something better comes along. A good answer would be, "I recently graduated from school and felt ABC company would be a wonderful place to start. I love working with people and making an impact. Customer service within your company would be the perfect fit for me." 2. What skills do you believe you have that would be an asset within our company? This is an important question for candidates to show belief in themselves and that they understand what is required to excel in a customer service job. Some suggested points to share in an answer include the following:
3. Why do you feel that you would succeed in a customer service role? This is similar to Question 2 but just asked differently. Many times, recruiters will ask related questions to ensure job candidates are speaking the truth and confident that they are aware of the role and what it takes to succeed. Answers should be similar to the previous question and include the following:
4. What does great customer service look like to you? This question lets the recruiter know the job candidate can identify great customer service and knows what it looks like to deliver it to customers. Some answers to share include the following:
5. What do you think it takes to provide an excellent customer service experience? This question helps the recruiter gauge if the candidate knows the necessary behaviors and skills to deliver excellent customer service. Example answer:
6. Why is good customer service so important to a business? This question helps the recruiter analyze if the job candidate understands the importance and purpose of delivering great customer service. If it comes across that they do not think it is that important, then the recruiter will know the interviewee is not a fit for the role. Example answer:
Behavioral questionsWhen answering behavioral questions, it has long been recommended to use the STAR method. This helps job candidates shape the story they are trying to share clearly and concisely with an appropriate amount of detail. STAR stands for the following:
7. Share a time when you were coached on a skill or behavior. What was it, and how did you modify your skill/behavior? This question is particularly important because there is a lot of coaching and mentoring within customer service and contact centers. The ability to be coachable and motivated to learn more is an important characteristic that recruiters look for. Here is an example of how to put the STAR method to use:
Read some best practices for call center agent training programs. 8. Share a time when you had a difference of opinion with a co-worker or manager. How did you handle it? This question is important because recruiters will want to be sure job candidates can get along with others that have different opinions and can manage conflicting ideas in a peaceful manner. Example:
Learn about some other customer service metrics. 9. Share a time when you helped an upset/irate person/angry customer. This question is always asked because, in customer service, employees deal with many angry, irate and upset customers. Job candidates will be required to work with these customers, helping them in a professional manner to solve the challenge they have. Example:
10. Please give an example of a time when you went the extra mile for a customer? This question lets the recruiter know if a job candidate can deliver great customer experiences -- and if the interviewee would go above and beyond or just do the minimum. Candidates who have not worked in customer service before can share life experiences for transferable skills. Example:
11. Share a time when you were adaptable or flexible at work. Given that adaptability is one of the top five skills required in the job market, be prepared to have this question asked. Customer service departments are fast-moving, rapidly changing environments, so adaptability and flexibility are critical skills to thrive in these environments. Example:
12. Share a time when you had to deal with a difficult customer. How did you handle it? This question shows the recruiter that the job candidate does not take things personally or fight back. It also shows confidence, patience and empathy. Example:
Additional questions13. Why did you leave your last job, or why are you looking to leave your current job? Job candidates should be honest and not speak negatively about their previous employment. Example:
14. Tell me about your customer service experience in a contact center. If a job candidate's experience is in a retail or face-to-face environment, focus on the transferable skills, such as listening to understand, patience, speaking with a smile, problem-solving, empathy, teamwork and schedule adherence. Example:
15a. From your experience, where have you enjoyed working the most, and why? Job candidates should share some experiences where they worked with people, solved problems and made a difference. Example:
15b. Where do you see yourself in the next two to four years? This is a chance for job candidates to show ambition within the context of the role and the company. Example:
Some bonus fun questionsIf you were a superhero, who would you be? Job candidates can pick any superhero but explain why. Be sure it relates to something positive at work or in life. Examples:
Share one of your superpowers. Examples:
Job candidates should remember to listen to the full question before answering it. Regardless of the medium for the interview -- phone, video or live -- interviewees should be fully present and not distracted. Eye contact and positive body language speak volumes, so be aware of nonverbal cues, too. And, lastly, job candidates should research a company before the interview, read and reread the specific job description, and think about how they can fit and grow in that role. Dig Deeper on Human resources management
What questions are asked in a customer service interview?General and Common Customer Service Interview Questions
What does good customer service mean to you? What's the best customer service you've ever received? What do you consider to be the most important skills when providing customer service? How do you ensure you maintain good communication with every customer?
What are good customer service sample answers?Example: "I think the skills great customer service representatives most commonly have are strong communication, positivity and problem-solving. They must clearly communicate with customers, both by answering questions or explaining policies in addition to actively listening to the customer.
What is customer service basic answer?For example, customer service in part means being a good public face for the company. That means being courteous and pleasant to customers or clients. However, another important part of customer service is communication—you need to listen to people's concerns and answer questions in a clear, efficient manner.
Why should we hire you customer service answer?"Because I have the experience and expertise in the area of customer support that is required in this position." This is a time to let the customer (the interviewer) know what your product and (YOU) can do for them and why they should listen to what you have to offer.
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