Customer Service Representative Interview Questions
Customer service representatives work in all industries to support the needs of customers and handle questions and concerns. Working as a customer service representative requires certain skills, such as patience, communication, and problem-solving, so interviewing for these roles often involves answering questions related to these essential skills.
Top Customer Service Representative Interview Questions & How to Answer
Here are three top customer service representative interview questions and how to answer them.
Question #1: What does customer service mean to you?
How to answer: An interviewer asks for a definition of customer service to learn more about the applicant's awareness of the role and its importance. When you answer this question, talk about the key duties of customer service reps, including handling issues and answering questions, to demonstrate your knowledge of the department and its role in ensuring customer satisfaction.
Question #2: Describe a situation when you interacted with an upset customer and how you resolved their concerns.
How to answer: Using the STAR method (situation, task, action, result) can help you tell a story of when you dealt with an unhappy customer and what actions you took to resolve their concerns. Choose a situation that ends with a resolution and a happy customer.
Question #3: What skills do you think are most important in customer service?
How to answer: Answering a question about important skills allows an interviewer to determine whether your views and values align with those of the organization and the needs of the position. Before your interview, review some of the main skills listed in the job posting and touch on them in your answer.
How would you respond to a customer that is complaining they have a hole in a product they just purchased?
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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. Less
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Apologize for the damaged item and explain what you can do to replace the. Item
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Apologies For the damaged item and explain what you can do to replace the item
How would you deal with screaming customers or stressful environments?
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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. Less
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Real calm hear the customer out. Empathize with and assure you are here to help them Less
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Calming voice, listen closely and stay optimistic without being defensive.
What do you consider exceptional customer service?
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feedback, listening, patience, allowing a customer to vent before you are able to assist, but without swearing. Less
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that was good, but I would ombit the swearing, also your tone of voice, and smile while talking to your customer Less
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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 Less
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.'
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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. Less
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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.
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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. Less
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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. Less
What are the weak points of the Equalogic product line and how would you overcome objections about them.
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I discussed the various well known weaknesses of the product and explained that no product is perfect and that one needs to make sure to properly position a product so that the weak points of it are not important. Also, it is important to know if these aspects of the product are relevant to the customer's requirements. Less
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.
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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 Less
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.
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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? Less
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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 Less
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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. Less
Describe a time when you forgot something.
35 Answers↳
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. Less
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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. Less
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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. Less