Customer Service Interview Questions And Answers Examples Pdf

customer service interview questions and answers examples pdf

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Plan for common customer service manager interview questions and be confident that you are ready to impress the interviewer as the right job candidate. Before your interview find out as much as you can about the company, your interview answers should be relevant to the stated objectives and needs. Demonstrate your insight into what the job demands and how you can bring real value to the customer management position. What do you consider the criteria for a successful customer service department?

7 Common Customer Service Representative Interview Questions & Answers

Mike Simpson 0 Comments. When it comes to jobs in the workforce, few positions require an applicant to wear as many hats as those worn by a customer service representative. Great customer service representatives are often the face and physical representation of an organization, providing the human experience for consumers who are looking for information regarding products and services , placing orders , dealing with problems , issues and complaints and in some cases, processing returns.

Ok, so before we get started we wanted to let you know that there are over other difficult traditional interview questions you could be asked in your job interview. Sounds stressful right? A good customer service representative should be someone who is:.

Yes, this list seems overwhelming…but this list is exactly why, when it comes to securing a customer representative position, hiring managers are so particular in who they hire.

It takes a special person to be a customer service representative and a good hiring manager is going to make sure that individual matches up to all those traits. This list also means that, as a job seeker who is interested in interviewing for a customer service representative position, you should be prepared for an incredibly wide array of potential interview questions.

The first thing we need to do is take a quick look at the types of questions you might reasonably expect to answer in a customer service interview, starting with the traditional ones. These are questions designed to quickly let the interviewer know who you are and what your background and qualification level is before moving into the more in-depth questions like behavioral and situational. To brush up on how to answer these and to see an impressive list of example questions and tips and tricks on how to answer them, check out our post on the Top Ten Interview Questions and Answers.

Following the basic round of questions, many hiring managers interviewing potential customer service representatives will then start to really focus in on behavioral and situational questions. Of course not! Ooh, see what we did there? While this might seem like a no-brainer tip, this is a critical step you should take even before applying for a customer service position, much less accepting an opportunity to interview.

Go back over our list of desirable traits for a customer representative and ask yourself honestly if these all apply to you. Get to know what the job is like and what the employees are expected to know. Dig a little deeper than you normally would into what the company stands for and what their history is. Not only will you be able to go into the interview with a good idea of what you could possibly be doing in the future, it will help you tailor your situational questions in such a way that they align with the policies and guarantees the company already has in place.

Now is also an appropriate time to get to know exactly what products or services you might be expected to deal with. Regardless of what the company is producing, be it a physical product, a less tangible service or a combination of both, knowing exactly what the company produces and how the public interacts with them is critical when it comes to providing customer service. That means participating in the interview as though you already have the job… by showing your interviewer outstanding customer service.

Show up to your interview well dressed and early, make sure you have multiple clean and professional copies of your resume and business card on hand, and start the conversation off with a friendly and firm handshake. Make eye contact, offer genuine smiles, remain engaged in the conversation and answer the questions your hiring manager asks you with confidence and honesty.

Of course, the opposite is also true. The perfect answer is one that strikes a balance between being too self-reliant and being too indecisive. Make sure you also include how your personality aligns with the desired traits of the ideal customer service representative. While it might seem like an obvious answer to just focus on doing your job and doing it well, good customer service is deeper than just checking boxes off on the HR description for your position.

The hiring manager is curious about what you think good customer service is. This can be a trap question meant to lure you into recalling an event when you had amazing customer service that may or may not have bent the company rules.

Focus instead on answers where both the representative and the company treated you with respect and went above and beyond without bending rules or doing anything underhanded or shady. Remember how we told you in the tips and tricks that it was a good idea to learn everything you could about the company and their products before you go into the interview?

This question is why. Take detailed notes. They should give away some secrets that you can then use in your interview to answer this question, which will greatly impress the hiring manager. This answer also relies on the homework you did ahead of the interview. If you want a more in-depth explanation of how to answer this question, check out our article Why Do You Want to Work Here?

While this might seem like a simple question that should be included in the skills section, this is a question with several other questions wrapped up in layers. Yes, the hiring manager wants to know if you have the skills to do the job, but they also want to know how you solve problems, how you handle conflict , and how well you get all this done while still managing to preserve the integrity of the company within the guidelines of the mission.

This question absolutely relies on a concrete solid example from your past. Make sure your answer includes the situation you were in, the task you were tackling, the action you took and the result of that action. Sound familiar? Brush up on our STAR Method of answering behavioral questions for a refresher as well as other example behavioral questions!

Yes, the STAR method applies here as well. Make sure you draw from an experience that include specifics…and be honest. As long as you include the specifics of the situation, the task you were tackling, the action you took and the ultimate results of those actions including, if applicable, what you learned from your unhappy customer all while demonstrating your ability to problem solve, learn from your mistakes, and ultimately maintain the integrity of the company in a professional way, then this answer could be just as valuable to a hiring manger as stories about how you won the day each and every time.

With this specific question, the hiring manager is really asking you to demonstrate how well you communicate with customers and how you interpret and address their needs. Again, remember to focus on qualities, which in this case, are going to be problem solving and adapting as well as teamwork. The key to questions like this is to remember your goal is to make things right for the customer, and that can mean finding someone who does know the answer.

Mike is a job interview and career expert and the head writer at TheInterviewGuys. His advice and insights have been shared and featured by publications such as Forbes , Entrepreneur , CNBC and more as well as educational institutions such as the University of Michigan , Penn State , Northeastern and others.

By Mike Simpson When it comes to jobs in the workforce, few positions require an applicant to wear as many hats as those worn by a customer service representative. Click the link below to get your copy now! What Is Your Greatest Strength? And more! Search The Blog Search for:.

7 Customer Service Representative Interview Questions and Answers

Customer service representatives must have a specific set of skills and qualifications to perform their jobs well and be able to communicate that during an interview. In order to have a successful interview, applicants must prepare ahead of time. In this article, we provide 15 common customer service questions with explanations and sample answers. Related: Guide to Customer Service. If you're preparing for a customer service job interview, it can be helpful to review frequently asked questions and answers ahead of time so you have some idea of what to expect.


interviewing customer service reps by providing: • A different category of interview questions. • A few specific question examples. • Examples of good answers.


Customer Service Representative interview questions

If you've been offered an interview for a position, it means you did an excellent job presenting your qualifications in your resume and cover letter. The next step is equally if not more important. Interviews are absolutely critical to the hiring process because they are typically the first time you and the hiring manager get to meet face-to-face.

Common customer service interview questions include those questions that explore the job candidate's understanding and knowledge of the principles and practice of customer service help and customer support. The prospective employer wants to know that you have the right approach to providing good customer service. Have good interview answers prepared.

Make sure that you are interviewing the best Customer service representative candidates. Sign up for Workable's day free trial to hire better, faster. You can educate them about the product, give them scripts, and walk them through manuals and processes, but after that, they have to be able to connect with your customer on a human level. The best customer support representatives have a genuine desire to help customers. They love to talk.

15 Customer Service Interview Questions (With Sample Answers)

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