customer service representative 11 interview questions shared by candidates
How would you deal with screaming customers or stressful environments?7 Answers
Be calm, stay empathetic, do not be defensive.
Hello I would like to know what would be the starting rate out there in Jacksonville, FL for a CSR?
I show this person that we are in the same moods i console him and after cooling him down i divert he or her minds to my business
Let them vent. You have to understand the customer from their point of view. Sometimes you have to put yourself in their place. Make sure you reassure the customer the issue will be resolved. I may take sometime but their is always a resolution for a problem. Must have confidence. Because if the customer doesn’t feel you’re confident then they’ll doubt everything you’re saying. Do literally everything you can and be nice for quality purposes.
Listen to everything they say and put yourself in their shoes, must have empathy. Reassure the customer we'll do everything we can to help and ask what would they suggest.
Real calm hear the customer out. Empathize with and assure you are here to help them
Calming voice, listen closely and stay optimistic without being defensive.
How would you respond to a customer that is complaining they have a hole in a product they just purchased?7 Answers
Say "im sorry for the inconvenience. I will gladly get you another product or you can have a refund."
Respond to the customer by apologizing for their inconvenience and let them know you will do everything in your power to rectify the situation. Never promise money or product as a solution until it is fact.
Apologize for the damaged item and explain what you can do to replace the. Item
Respond to the customer by apologizing for their inconvenience and let them know you will do everything in your power to rectify the situation
I would tell them that the product can be returned for another one
I would ask him to bring the product in and check for the damage and then replace it
Apologize, then staying within the confines of store policy, offer to rectify the situation. Most grocery stores have insurance for damaged products returned, so offer to replace the item or return their money depending on the date of the receipt.
What do you consider exceptional customer service?3 Answers
feedback, listening, patience, allowing a customer to vent before you are able to assist, but without swearing.
that was good, but I would ombit the swearing, also your tone of voice, and smile while talking to your customer
Give answers that are asked, using good listening skills, help the customer to the best of your ability. Calm the customer by staying calm at all times. Make sure you have answered all concerns the customer hash. Stay calm regardless of how rude the customers get. Ask if there is anything else you can help them with, and hang up if yo u have answered all questions have been answered. You can ask for their contact information too call back in a couple of days to make sure they are still satisfied
Describe a sales situation where price seemed to be the primary driver and how you overcame the focus on cost and made it more about 'value.'2 Answers
I focused on the benefits of the product and the additional service that is provided to support them. While we are large enough to give the bast deal we are also small enough to give great customer service.
If I was David's pizza and I wanted to cancel my subscription because it was costing me to much. What would you do ? Goal is to retain the account.2 Answers
Find out as much as possible on the benefits of keeping the account and let the gentlemen know how it effects him and why he should keep it.
Understand Davids true needs as a customer. Why is he cancelling? What's changed his mind? Has Yelp provided what he truly needs? Most likely he's canceling because he isn't happy with the service or his business is failing. If it's not failing before giving up on retaining the sell follow up with opened ended questions. An then make a strong recommendation for his true needs.
How would you sell our value prop?1 Answer
This is really a solution sales question. The value of Tessco lies in a set of hard skills that create a need-based solution of single sourcing and availability.
I was given a piece of clothing (I think it was a cardigan) and was asked to assume that I was on a call with a customer, and I had to describe the cardigan.1 Answer
They basically want you to use "pretty" words when describing the item, and not leave any details out e.g pockets, buttons, sleeve length, shape of collar, fabric, color etc
The online assessments were 3 tests total, quite intense. The first interview was a screening interview to the real interview. I am currently waiting on the (hopefully) final interview.50 Answers
I applied to customer service sales job. I took the same test. I got an email that says I was qualified and I would hear from someone in 3-5 business days. It's been 7. Have you had an issue with this? Or are you in my shoes. Or have you gotten a call a while later for the actual interview. Thanks.
I have since taken the phone interview, I am now scheduled for an interview on site next week
This is just a long tiring process.
I applied via website 7-1, 7-13 got an email from recruiter saying I'm advanced to next step of taking online assessments, took assessments, lasted 2 hours kind of complicated but got email that I qualified had phone interview 2 weeks ago said I'd hear from particular location in 5 to 7 days and it's been well over and still haven't heard anything yet.
I recently had my in person Interview. Its a long process. But I am now waiting to hear if I was selected and if so, HR will contact me regarding an offer. It does take time, hopefully it will be worth it.
Good luck! I still haven't heard from location for my in person interview.
I took the test and qualified and it said someone would call me in 3-5 days. It's been over 2 and a half weeks. I'm wondering if I should just count myself out at this point. I worked here before 10 years ago and I do remember it being a little while to be hired but I am only waiting for the phone interview and do remember that being quick
don't count yourself out, I was told after my phone interview by the recruiter that I'd hear something in 5 to 7 business days for my face to face and it's been 2 week as well, I cannot get in contact with a recruiter at all now so maybe they are just backed up.
Yeah I guess your right. I applied the hour the job was posted. I followed the strike and knew that jobs was one big thing being negotiated so I kept updated multiple times daily waiting for a posting. So I guess waiting this long is frustrating. But i will try my best to kept patient. It took them a month after I applied the first hour just to have me do those test so we shall see. Thanks
I just received a phone call today setting up my face to face interview, remember I said I did my phone interview over 2 weeks ago and she told me I should hear something in 5 to 7 business days but that wasn't the case. I believe they are just hiring so many people (like you said you knew that was apart of the stipulations from the strike) so I am sending positive vibes your way and I believe you will hear something very soon.
It is a long process. But after 1. 3 online assessments 2. A phone interview 3. A face to face interview 4. I just received an offer. I accepted. The only caveat is you take paid training for 8 weeks and if you do not do well in the training you are simply let go. This has been a long process but its finally over. Hopefully the training goes well for me. Best of luck to everyone else
good luck on training! When does it start?
Thank you. Training is the first week of September for 8 weeks
I'd really like to know what questions they ask in the face to face interview?
I finally got a call from them. 3 weeks after I passed the online part. It was pretty simple interview. She said the next step is I wait for a face to face interview which won't be till the end of September. It's a while but I am happy the process is at least finally going somewhere.
What are the hours of training ?
Had my final interview today, was kind of intense. I was nervous during the Role play but I sold a package lol. Manager didn't know exactly when we'd hear from HR or how we would hear, also didn't know if we would start in the training class in September or October, I guess because they are doing such mass hiring at this time across the company.
Applied last week on Tuesday, got an email to do the online assessment on Wednesday which I did and result said "Qualified" and now waiting to hear next step. How long does that take, and is the next step an in person or phone interview?
I got my call 2-3 weeks later. But that was back in July. This process is so long for me. You might get the call sooner since I think they want to get classes started in October.
Also it's a phone interview if you pass that the in person interview is next. Which is what I'm waiting for.
Update; so I took the online test last week on Thursday and passed, then yesterday (Thursday) I got a phone call and the last asked if now was a good time for the phone interview. I was surprised that she called me to do the phone interview, I expected it to be scheduled in advance. SoI did that and she said I passed that also and I would be getting a call from the local office to come in for an in person interview. So it was exactly 1 week for me from Test to phone interview. I am assuming things are speeding up now. I am sitting on pins and needles waiting for the in person. I really hope its soon because I have other interviews next week and naturally I will have to accept an offer if I get one first (the bird in hand thing) but I want to give Verizon the priority as thats my first choice. Interesting thread we have here. Where is everyone located? I am in NYC
Anyone now when the next training will be in the New York area? I am also still waiting for my in person interview. I hope its soon otherwise I will have to accept another offer I have pending
Waiting for in person interview also. Very slow process. Seriously, how does Verizon expect to hire quality people with this kind of process? Do they not realize that someone who is in demand is not going to sit around waiting for them to schedule an interview for weeks and weeks?
I am in NYC and have my phone screening today. Came here looking for advice. I have a temp job lined up that starts in a couple of weeks, so at this point I can afford to wait...this is my first choice as well.
NYC how did your phone interview go? I'm in YonkersI also had my phone interview this week on Wednesday and passed. They called me today to schedule my in person interview for next week, Monday in Valhalla. I'm nervous as hell. I know how to answer the questions but the problem is I get so nervous at interviews I sometimes blank out. anyone know how many STAR questions they typically ask?
Had the in person interview over a week ago - still haven't heard back. Anyone know what the wait time is to get a hiring decision? If this drags out much longer I will have to accept another offer
I took my interview last Tuesday myself. I am waiting too. They said 7-15 days, so I hope it will be soon.
I took my interview last Tuesday myself. I am waiting too. They said 7-15 days, so I hope it will be soon.
They told me a couple of days. Still waiting
Has anyone been hired yet and can let us know how long it took to get the job offer from the time you did the face to face interview?
I applied the job on 10/1 and received an email for online assessment on 10/2, however I completed the 2 hours assessment on 10/3 night time and the webpage only showed " Thank you for completing the assessment(s). " , so I am curious how you guys can get the assessment result immediately ? Anybody can share the whole process with average time frame ?
You should receive an email letting you know if you qualify or not.
I've gotten a call today from a closer office setting me up for a face to face interview there. I told them I had a f2f interview already at a different office and was curious what the status was. They told me they are still doing interviews and will let me know when they finish at that office. I've been waiting 23 days. So I feel better that I know what's going on, even if the process has been slow.
I got my email for my online assessment an hour after doing it. But this whole process for everyone has been a long process. I'm sure you will find out soon.
I applied 6/27/16, email to take test on 7/17/16, passed test, on 8/20/16 got call to schedule face to face interview for 09/05/16. Got email the next day, thanking me for interview & that I will hear from them soon. Called recruiter 2 was later, she said I passed face to face & was still interviewing other & they are awaiting finalists. As of now it's been 4 week & a few days & still nothing. If I passed interview, what's the hold up? Or maybe it's just that many people that applied. I'm not sure, but this has been a very long and stressful procedure. Background, I have long year of sales and call center experience, so this is worrisome. Any of you guys had to wait this long for an offer?
I applied to the call center in Pittsburgh on Sunday, received the assessment email on Monday. Took it same day, got the call for the phone interview yesterday! And received a phone call for the face to face interview set up first thing this morning! (10/13/16) I set it up for this coming Monday. The process isn't taking so long from my own experience. This has all happened in the matter of 4 days.. however does anyone have any suggestions for the panel interview?!
I applied 6/25 myself and have been through this long process like you. I applied to 2 locations since they are within driving distances from me. I was told they are still doing interviews and when they are finished I will be contacted. My aunt who was in HR said they are required to hit a certain number of interviews before making announcements. I'm not sure if this is still true today, but I think it makes sense being how long this process is.
I'm still waiting applied 6/14/2016 had a face to face on 9/14/2016 got the email the next day , called and said unqualified after the face to face and waiting for a answer back so you are not alone
This is late but may help others,,,For interview, be confident & if you have actual sales experiences, use that in your answers, it shows. Don't lie, be honest & show interest. Show that you have what it takes & carry yourself that way. Body language is key. The interview is normally with a manager & a supervisor. & learn to see a pen or any piece of object.
Has anyone heard back yet? Regarding face to face?
I called the recruiter and she said they were rushing to get through canadite's interviews and fast as possible and they haven't call anyone back yet. This was for the Philadelphia office. They told me in my interview classes started 11/07 which is soon so I'm not sure what's going on with them. It's ridiculous
Any news on the 11/07 class 👆
No news so far. I am hoping this week will be the week. I think they are going to have to push back that 11-07 class. Nobody on this forum here has said they got a call. Which I guess you can view as a good thing since they haven't passed on us. We just have to wait for this pain in the butt company to hurry up.
I just called them classes are filled already so looks like bad news :( she said I had to re apply for the January classes
I had 6 years experience in the same exact job, but was laid off 3 years ago because of a company surplus and I still didn't get the job. I got hired at 18 years old and my previous job was a cart collector at a supermarket! They are a joke I have no clue how I was passed on. the woman I called said I qualified after the f2f interview. But I guess I wasn't their final choice.
I applied on 11/14 took test on 11/16 right after yest got email saying qualified. Received call on 11/21 for in person which is on 11-29.
I did the phone interview and got a call within 30 minutes to set up the face to face interview. Maybe I just got lucky...
I was send for invitation as to apply as programme directory then send my application and resume later they send me again email saying the your the leading person and do online test,again i did it with 2and half hour very complicated but managed and they send me certification with A then i send the recruiter and he told me to send my skype for intervew to be shedule,i am waiting for 2wks but no responed.what do you think this hiring process
Describe a time when you forgot something.35 Answers
Hi, was ur interview on February 3? If so I was there too for the language customer service, what language did u applied? Did u hear something from them yet? Good luck. Thanks.
Hi Frenchie! I was actually there on 2/2/16. I'm a non-language applicant. I haven't heard anything yet though still hopeful! Did they tell you when you could expect to hear back? Any news? I wish you the best as well and hopefully we'll get an opportunity to work together!
Hi again thanks for your time to respond, no I still haven't heard anything n I checked my application online n it still showing pending/active, I don't know what taking them so long but I am a little worried because training supposed to start next month n they would say something by now. Let's keep hoping to hear good news from them. Lets keep each other posted. Have a great day.
Hey Frenchie! No worries, happy to respond! It's a little more comforting knowing there's someone else anticipating a call as well. I'm thinking that they may want to have a few training classes as they've also posted temporary csr positions since our interview session but who knows! I will definitely keep you posted if I hear anything. Stay positive and thanks for responding!
Check your email Frenchie!
Yes it is a relieve to talk to u lol. Yea I saw that they posted the temporary CSR, let's hope so. I am so anxious to know I hate waiting for answers lol. Will definitely keep u posted too thanks. Enjoy ur day.
Have you checked your email Frenchie? I received an email on last Thursday congratulating me for being successful in the interview process but advising that training classes are full but they're anticipating filling positions within the next 6 mos.
Hey, congratulations it's a very good news, no I didn't receive email from them yet. Oh wow so u can't make it to training this coming month? Did they tell u they will let u know when there are openings? Is it for O'Hare? I live in Houston but the job that I applied for will b in O'Hare. Have a good night my friend. Thanks.
Hi there I was also there on the 2nd of Feb. I've been awaiting an email. There have been a few bumps during the process but I'm patiently waiting. Spoke to my assigned recruited yesterday and she advised that we're just awaiting fingerprints. They were just completed on Fri/26. Background and medical cleared. She also advised that I'd receive my onboard portal email by next week. I'm super anxious about this new opportunity yet anxious about playing the waiting game. Fingers and toes crossed.
Hi Frenchie! Thank you! No. Doesn't look like I'll be making it to training this month. They said they'd contact me when more openings become available. The position is for O'Hare and I truly hope you hear back from them soon with training info!
Hi CLH! Congratulations! When did you receive your offer of employment and when do you start training? Is the training still only from 6a - 2p? Don't be anxious about the waiting game...you're totally in!!! You'll be starting before you know it!
Technically, I had not received an official offer of employment. I've just been keeping in contact with the recruiter. Although, I'm still in the processing phase. Yes, I was reminded that training is from 6 AM to 2 PM for the first three weeks and 7 AM to 3 PM the last week. I was reading your post, and it's unfortunate that you were advised that the training class was full. I had no idea that that could happen. I truly hope that that is not my situation. I am eagerly ready to quit my current position.
CLH, I seriously doubt that your situation is like mine so don't even worry about that. Congrats again! You're going to have a blast at United! Very fun job!
Thank you very much. For whatever your situation is, I wish you the best. Maybe things will change and a spot will open up soon. Hope to see you at training as well on the 21st of this month.
You're welcome and thank you for your kind words! If not the 21st for me, hopefully soon! I'll keep you posted if I hear anything in the near future and thanks for your insight!
Well hello everyone, specially my friend anonymous lol, congratulations to CLH n welcome to our discussion board haha. Well FINALLY I received a phone call telling me that I passed the interview now I have to do my French language test on Tuesday yeaaa, hopefully it's not going to b hard lol but at least I am moving on. Anonymous OK so u live in Chicago? Well as for me I have to b there temporary until I figure out what I am going to do. My best friend lives there but on the southside of the town, so I'll probably find somewhere to live if I'm going to training. CLH so u didn't get cjo letter yet? Have a good day n by the way I am a female lol just in case u guys are wondering just like I'm wondering about ur gender?
Hey Frenchie! That's GREAT news!!!! Congratulations! I'm so very happy for you! I'm sure you will pass the language test with flying colors! I too am female and yes I live in Chicago. Did they give you any info on when your training class starts? Maybe you'll be in class with CLH on the 21st! So glad we have our own small forum! Hopefully more will join!
Hi Frenchie. Nice to talk with you. I too am female. I received my contingent job offer the day of my interview. I'm still in the processing phase. Drug test, background check, & finger prints all completed. Just waiting on onboard portal invite. Hope to see you in training on the 21st. Hi Anonymous!!
Hi CLH! You received your cjo the day you interviewed?!? That's awesome!!! Good times ahead!
Hey guys thanks yea I am excited n hope that I can pass the language test fingers crossed. Anonymous OK cool chatown girl lol, well hope we can all meet at training or at the airport soon. N no no training dates yet just the info for the test. CLH good job u must did very good for them to hire u on the spot because they told everyone in my group they would hear from them. Did they also call ur references? Hope to see u in training too. Good luck to all of us n may God make it easy for us.
N thanks for the gender clearance lol, just wanted to know who I am talking to. Good night.
Hey girls!!! Thanks Frenchie. There were a few candidates that received cjo on the 2nd. It came to a surprise for me. Well I received my onboard invite yesterday. It contained a medical questionnaire, legal documents, and a plethora of UAL information. My recruiter advised an update of my process. They're still awaiting my drug testing results (?). She said it's not unusual, though I completed that the day of my interview. But she advised it's nothing to be alarmed about. That she will call me to advise what to bring on the 21st. I'm so ready to leave my current employer.
Hi, wow that's definitely a great news, u r on ur way soon, I hope that we can all b there at once. U welcome n keep the positive vibe. I guess u live in Chicago too CLH? Well have a great weekend until we talk again. Hi Anonymous just keep being patient n hopeful God is Good. Kisses
Thank you for the encouragement! God is good and He definitely knows what's best for us all! It's a privilege for United to have you both at the forefront to represent them! We need more like you in customer service positions!
Hi, u r so welcome girl n yes indeed God only do what's best for us n to him we leave all our affairs. N thank you to u as well n one day will come where we all will wear United uniforms with a BIG smile. Have a wonderful weekend my dear.
Hello ladies. Just wanted to see if anyone else received their onboard welcome email for the March 21st class? I am very grateful to have received mine yesterday. Pretty eager to begin this new journey. I just hope to be doing it with you two. My prayers are with you. Talk to you both soon and truly hope to see you in class on Monday. ❤️
Hi CLH! I am actually still in the waiting room hoping for a cjo soon! I can't believe it's almost March 21st! Best wishes to you as you embark on an exciting time in your life! I hope to meet you in person someday soon. ;)
Hello ladies, actually y'all are not going to believe what happened. So I passed the language test than 2days later a call from United telling me congratulations we want to give u the job if u r still interested, n of course I said yes, so to make a long story short I went to Houston airport to do drug test, fingerprints because she wanted me to B on March 21 class 3days later I received a call from background people asking for my education information since it's international so I have provided that yesterday on the 14 n by noon I HAVE RECEIVED MY ONBOARD WELCOMING ME TO UNITED, N FINISHING THE PAPERS WORK. TODAY AROUND 9:00 RECEIVED A CALL SAYING they are going to put me on the April class because my background is not ready yet n that the March 21 class is now filled. I was so ready for Monday but this happened. OMG can y'all believe that? Anyway I hope that everything will b OK to go for next month. So disappointed. CLH congrats again, anonymous don't worry ur time is right around the corner. CLH do u mind giving me ur email I would like to give u a message for somebody who's going to B there 2. Thanks girls.
Oh no!!!!! Frenchie, look at it this way. Definitely not the best news but certainly not the worst! As much as you were looking forward to starting on Monday all is not lost. At least you're guaranteed a spot in the April class. Fret not! Everything happens for a reason! You now have a little more time to prepare for your new start date. Take care and keep me posted!
Hello lady hope all is well. Yea I know, like u said everything happens for reason. So I am not worried anymore just waiting for God to say so. I'll keep u posted, take care girl. I guess CLH started class today.
Hey Frenchie! Yeah, class started this week for her. Have they given you your start date for the April class?
Hi ladies. I'm sorry I've been MIA. Training started this. I'm having a blast and I absolutely love my couch as well as my mentor. They're great!!! Has anyone started yet?
Frenchie, sure. What's your email?
Where did you get your fingerprinting done. I was told I would fly to their hub for processing.
Are you willing to work flexible hours?34 Answers
I just had mines .... but how the email was sent and worded they made it seem like it was a video interview did it seem that way to you ? I got of work early just to practice what I was gana say and than I hop on there and it literally took me 5 min smh lol .
I have my interview this Thursday at a hotel hope it all goes well ! :)
Anyone get an offer? How many folks showed at the hotel for the interview?
I interviewed at the hotel today @8:00 am and was offered the position on the spot. I was supposed to receive the background check and drug screening emails but haven't received anything yet. Anyone else have this problem?
After my interview I was told I'll hear something within 5 business days did anyone hear anything about the drug test
I received my background check confirmation email yesterday Feb 28th. Just waiting for my drug test email confirmation as well.
How did the drug process go?
I had trouble to but they was supposed to send it to your email right after the hiring process. If you are still having trouble got to Newark airport terminal C the united recruiting office. Even though they are unclear about certain things ask
The lady that did your paper work should be there
Has anybody did their drug test yet? or has gotten their confirmation email?
I spoke to the recruiter today. We should be receiving the drug test confirmation emails by the end of this week if this helps anyone.
Did my drug test today! Also received an email stating I will get another update on Mach 17 regarding my status (background check; fingerprint & drug test results). United will have two training classes beginning on March 27 and another beginning on April 3. If anyone gets any correspondence from United, please let me know...
I'm still waiting for an email regarding when my first day of training will be ... anyone else on the same boat?
Same here! I was told I would get an email update today (march 17); but no email! I called and was told my background check is still pending! Anyone get a start date yet?
Received my start date today March 27! Yay! Good Luck Everyone
I haven't received my start date yet, but did they tell you what time training will start everyday?
Yes, On Monday, March 27. And my schedule days off are Saturday & Sunday for the duration of training.
What time does it start? 8am?
Anyone else received their start date?
What time are the training classes start and end ??
Waiting for my start date as well??
What time does the training classes end during the day???
Anyone get an April 17th start date?
I got my start date today. Mines is April 3rd. Is there a April 17th class also???
I was originally emailed the start date of April 3rd, but was called afterwards telling me that I would be in the April 17th class due to it being less seats than they originally thought for April 3rd. Anyone else have this problem?
No I'm in the April 3rd class. And it is 2:30pm to 11:00pm mon thru Friday. Weekends off
Last comment ^^^ same as you ! I start April 3rd and same time. You got an IG or something ?
I texted you, don't know if you got it though
Hey is anyone going to the class for April 17th???? Just curious. My application took So Long
I’m so confused on all this. I got a CJO and then I took my drug test and passed I also have been notified that my background was sent over to the recruiter. There was a discrepancy of one month on the employment verification but it’s staying pending employment processs on United site. The verification company said they are done on their end. I’m getting no where. I got my CJO about 2 weeks. I have no idea when training is or even if I have a job?
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