You’ve been invited for a customer service interview. Show
Congratulations! But.. you’re nervous and don’t know what to expect? Don’t worry. A bit of preparation will ease your nerves and help you start with your best foot forward. Explore 18 customer service interview questions with sample answers, and win that interview! If you need a checklist, download a PDF to keep around for last-minute checkups. Customer interview questions and answers:
First things first, though. Your answers to recruiters’ questions should be anything but chaotic. That’s why it’s crucial to establish a framework that will keep them organized and logical. One of the easiest and most effective ways to do so is by using the so-called STAR method. STAR stands for:
Following this simple structure will surely help you stay on track. Also, check out this article ”How to Use the STAR Method for Interview Questions” to learn about the practical aspects of using STAR in interviews for various positions. Let’s jump straight into it then— 1. Tell me a little about yourself.No matter what job you’re applying for, you’ll most likely get this question. The interviewer asks about your professional self, not about your private life. Don’t mistake the two. By starting a customer service interview with this question, your future employer hopes to get a summary of your background and skills. It also presents them with what you think is most relevant to the position. This question is your pitch. Show that you know what the role is and how you fit in it. Tips
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2. What does customer service mean to you?This interview question for a customer service representative is designed to see if your definition of customer service is in line with what the organization stands for. Your answer will tell the employer if you’re a good match for the position and for their business. Tips
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3. Are you a team player?Yes! The answer is yes. Even though a customer service representative seems like a lone wolf type of job, it is not. There will be many times when you don’t know how to help a customer, and you need help from your coworkers. By asking this customer service interview question, the employer wants to know how well you play in a team. They want to hear that you can recognize when a situation goes beyond your capabilities and are able to pass it to someone who can deal with the problem better. Tips
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4. What are your biggest strengths and weaknesses when interacting with a customer?This is a very specific question. You could also hear a simple “What are your strengths and weaknesses?” When you hear this question in a customer service interview, the employer wants to know what you are good at and what you need to improve. Don’t be afraid to tell them about your struggles but make sure to mention that you’re working on them and want to improve. Tips
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5. How do you keep cool in a stressful situation?This interview question for a customer service position is to check if you can handle being in a stressful environment. You’ll need to speak to dozens of people, each with an individual problem, every day. Can you handle different types of customers? This is your time to prove to the employer that you can handle being in a fast-going workplace. Tips
Example Answer If you need some help with staying calm under pressure, check out this video:
6. What do you do when you don’t know the answer to a customer’s question?This will put you on the spot. The interviewer wants to know how you deal with being caught off guard. There will be plenty of times when you don’t know the answer to a client’s question, especially at the beginning of your employment. This is normal, and that’s why your employer wants to know if you can handle it. So, how to answer this customer service interview question? Tips
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7. What motivates you?The interviewer wants to know what drives you to accomplish results. What’s important to you in the workplace? The answer to this client service interview question will give the employer an idea of your values and the best reward. Tips
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8. Why do you think you would be a good fit for this position?This is your chance to present yourself as the perfect candidate for the company you apply to. The employer wants to know what skills you have to make you the right person for the job. Tips
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9. What skills do you have that will be useful in this job?The interviewer could also word this customer service interview question as “What skills can you bring to the job?” These customer service job interview questions are there to see if you would be a good fit for the job and how well you understand it. What are the attributes you will bring to the support team? Tips
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10. What attracted you to apply for this position?By asking this customer service question, employers want to know if you understand the job and know what the position requires. What did you like about the job description and the company that made you apply for it? Tips
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11. Why should we hire you?During your customer service interview, answers won’t come easy. With this question, the interviewer wants you to present a few reasons why they should hire you. They want to find out what they are going to gain when you join their business. Tips
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12. Can you tell me about your previous customer service experience?This behavioral interview question for a customer service representative covers your experience in the area. The employer wants to know how prepared you are for the role. Yes, your experience is on your resume, but this is your chance to talk about everything you learned and did at your previous workplaces. Tips
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13. Can you walk me through what you do after answering a customer’s query?To answer this interview question, you need customer service experience. Your interviewer wants to know the process you operate when handling customer’s inquiries. For this one, you’ll need a bit of preparation and imagination. Tips
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14. Describe a time when you provided high-quality customer service.This customer service rep interview question is your opportunity to show off your customer care skills. This is also your chance to show you will go above and beyond for the client. Tips
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15. Tell me about a situation where you had to solve a difficult problem.This situational interview question for customer service allows your interviewer to discover your problem-solving skills. You will have to handle many requests every day, and some of them are bound to be situations you’ve never heard of before. In other cases, you know the problem, but the customer seems very unhappy, and it easily escalates. Tips
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16. Describe a time when you made a mistake at work and how you handled it.You don’t want to talk about your failures, but in this case, you need to own your mistakes and show how you handled them. This is a customer service interview question to ask when the interviewer wants to learn how you pick yourself up after a wrong move. Tips
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17. What’s important to you in the workplace?The interviewer asks this question to find out if their company is the right fit for you. The closer your ideal environment aligns with theirs, the more potential you have to grow and be happy there. Tips
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18. Let’s say I decreased in size to the size of an ant. I then fell into a vase. What should I do?It is a very random question a future employer may ask you. It could be this one or something more like “What’s the next book I should read and why?” The interviewer wants to see how you handle questions you don’t know the answer to. Since you’re joining a new company, you will not know the answers to customers’ questions initially. You need to be able to handle the situation nonetheless, and this will let the employer see if you can. Tips
Example Answer Google interviews are known to be tough and tricky. Once, they asked: “You shrunk to the height of a nickel and got thrown in a blender. The blades start moving in 60 seconds. What do you do?” If you want more of those questions, check out this article with answers to 15 Google interview questions. 5 questions you should ask your interviewerWhen the interviewer finishes their interview questions for the customer service position, they will most likely say, “That’s all the questions from us. Do you have any questions?” Make sure you have questions. This is your chance to get to know the company better and show your interest in the role.
Cass Thompson has more great examples of questions you want to ask at the end of an interview so go check out her video:
SummaryThat’s all for the customer service job interview questions and answers. The best practice is to look through them twice. The first time to prepare the skills and experience to match the questions. The second time is to make sure your answers sound right. 5 key tips for you to take away today:
Remember to take your application materials with you, dress appropriately, and keep a positive attitude. You’re ready as long as you keep calm. You’ll do great. We have a small checklist you can download and keep close by when preparing for your customer service interview. We have a small checklist you can download and keep close by when preparing for your customer service interview. Download Checklist
Watch this great video with some additional customer service interview questions and answers. How would you describe your customer service experience answer?So an effective answer might be, I am actually a customer myself and I'm consistently impressed by the quality of your products and service. In the rare instance I have an issue with an order, I have been able to speak to a real person and have been really impressed with the fast solution oriented approach.
What is customer service experience examples?What are some examples good customer service?. The store owner who remembers — and appreciates — repeat customers. ... . The online merchant that sends personalized video message to each new customer. ... . The online store that proactively addresses shipping issues. ... . The associate who comes up with the perfect greeting.. How would you describe good customer service skills?Types of great customer service skills
Relatability – managing human interactions naturally and effectively. Sensitivity – reading the customer's emotions while keeping your own in check. Accountability – remaining professional, prompt and prudent. Positivity – being solution-oriented, confident, proactive and ...
How would you describe your customer service job?A customer service representative supports customers by providing helpful information, answering questions, and responding to complaints. They're the front line of support for clients and customers and they help ensure that customers are satisfied with products, services, and features.
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