As the first point of contact between a company and the client, a customer service representative must have impeccable communication skills and conflict resolution abilities. Expect your interview to consist of a lot of role-play or "describe a time when..." questions that will test your ability to deal with irate clients, work well under pressure, and always keep a calm and professional composure.
What is the stickiest situation you've been in with a customer and how did you get out of it?1 Answer
We had a customer who had a mental disorder as well as some problems with the law. She had definite mood swings and abused the refill policy. After a number of little interactions when she was asking other customers for money and we had to ask her to stop, as well as after having to explain that the first drink had to be purchased, not just fibbed about and "called a refill" we eventually had to be in pretty regular contact with police who offered to usher her out any time she was causing commotions. We were always courteous with her and gave her what we could and were supposed to, such as a refill if she stayed on the premises, but we had to draw a line between making the customer happy and helping a customer steal from the company.