Customer Service domain requires a blend of skill set and communication skills to tackle all types of situations properly. More than qualification, Customer service representatives should know the art of communicating well with the customer in a way that helps them by explaining everything clearly. To test that, the interviewer asks some key questions to understand if your personality is best-suited for the job in the best way or not. It’s essential to steer clear of nervousness and wrong answers in advance and be well-prepared prior to the interview.
In this guide, we have shared 10+ customer service representative questions for interview with explanations and sample answers. We are sure that they will help you succeed in your interview round.
13 Interview Questions For Customer Service Job with Answers
Given below are some of the top interview questions for customer service job profiles. Go through them to be prepared in advance.
1. How can you explain good customer service?
The HR team for the interview may start the interview with this fundamental question to understand your viewpoint about the domain. You can explain the answer with some specifics about the customer service domain. Make sure that you add your personal reference rather than reciting a textbook definition of customer service.
2. What do you like about this role?
It is another fundamental customer service question for an interview. The interviewer is expecting an answer in favor of the domain. You have to explain how customer service is crucial for the brand and what things motivate you to fulfill the needs of the role. The job incorporates a lot of stress, so you have to explain what keeps you moving throughout the whole day.
3. Do you possess any experience in the customer service field?
This is one of the most important customer service interview questions. The job is not easy and not a cup of tea for everyone. So, the interviewer wants to know whether you have any previous experience in handling situations in similar fields. You have to brush up on all your previous experiences and get ready to go into deep details about the counter question coming with one.
4. How can you de-escalate an argument with a customer?
No matter the stress and emotional context involved in the argument, a professional customer manager should always maintain his/her calm and keep emotions under control. The hiring representative wants to know how you will maintain your composure during the argument and get the best out of it. You can back up your answer with a past experience to describe your management skills.
5. Have you ever experienced or provided top-quality customer service?
Here is another one of the top interview questions for a customer service role. If you have ever provided outstanding customer service in your past jobs, you can explain it in your answer to your hiring manager. However, if you have not, then you can explain an excellent customer service experience where the service provider did everything to cater to your needs. Make sure that you listen to the question carefully before giving your answer. Give specific answers rather than adding irrelevant stories.
6. Have you ever gone above and beyond for any customer?
This is a follow-up question to the previous question and acts as a crucial point in the set of questions about customer service in an interview. The hiring team is looking for someone who will go beyond his/her limits to keep the customer happy to create a long-term association. If you have pleased a customer in a past job, explain the details and be creative with your answer.
Think of the elements that are not part of the job description, but you are willing to do that for the customer and brand. If you have not worked in a customer service role, you can still dwell on your past jobs where you performed tasks beyond your work expectations.
7. How will you deal with a demanding or fussy customer?
There are different ways to give an answer to this question. Explain the situation properly and how you dealt with it. The interviewer is looking to know whether you can maintain your composure while dealing with difficult clients or not. Explain how you satisfied the customer even with his/her demanding needs.
8. Explain an event where you helped your peer to solve a tough problem.
Customer service roles include teamwork. The interviewer wants to know that you can work within a team system and complete the projects together. Explain all the steps and your peer’s contribution to making the task a success; how you collaborated with your peers and created a win-win situation for all the parties.
9. What will you do if you cannot help a customer with his needs?
The hiring team is looking for an answer where you understand the hierarchy of the company and possess a good command of your problem-solving skills. Give a descriptive answer where you tell how you connect to your superiors when you are not able to help the customer.
10. If you are misunderstood, how will you handle the situation?
Here the hiring manager wants to measure your communication skills and ability to handle a situation that did not go in the way you planned. In customer service, there are times when you will be misunderstood. So, give an answer where you say that you maintained your cool and resolved the misunderstanding.
11. Describe a situation where you had to improvise to handle a situation.
The interviewer wants to know that you are witty and think quickly if any emergency occurs in the workplace. This is a necessary skill for a customer service role.
12. Where do you see yourself in the next 5 years in the customer service role?
The hiring team wants to know whether you are thinking about staying for the long term or not. Don’t lie in the answer and clearly tell about your future plans.
13. What are your views on the company and its services?
This tells the hiring manager that you have researched their company and want the role seriously. So, research the products and services of the company and give an honest answer.
Additional Tips to Ace customer service representative questions interview
It is essential to note that interviewers are not just looking for good communicating customer service representatives; they also need talented professionals for the job. To become the best of your lot, try to showcase the below qualities to help them remember you.
- An empathetic attitude: Since customers are the kings and you, as a representative, bridge the gap between them and the service provider, you must serve them with an empathetic attitude.
- A good Listener: Only a good listener can cater to the needs of the customers well. So, present this quality to your hiring manager and you will see a great pick.
- A Polite and Patient Behavior: The interviewer may test you with some harsh or rude situations but you shouldn’t get affected by the same. Make sure that you keep your calm and stay composed with the customer and never lose your temper on the customers.
- Research the Company: Be thorough with your company research. Dig deeper about its products, services and recent updates. This will give you an edge over other candidates who may not have done their homework.
The Bottom Line
Since you are now well-aware of all the amazing customer service interview questions, you can start preparing your custom answers and be confident while answering any of the questions without any hassle. They will certainly pump you up and make you pass your interview with flying colors. Just remember to stay polite and calm even if you are unaware of some service jargon or unusual question. Best of Luck for your interview!