Common Customer Service Interview Questions With Answers

What constitutes good customer service and what customer service is are frequent interview questions for this kind of customer-focused position.

Your interviewer will be curious to learn how you would interact with customers and assist them if you are applying for a job in customer service.

This article provides the most frequent interview questions you might encounter when applying for a position as a customer service representative. 

Read also: How To Write An Entry-Level Customer Service Resume

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Most Frequently Asked Customer Service Interview Questions And Answers 

1. What Is Good Customer Service?

I believe making sure the customer is happy can be summed up as customer service. 

The more comprehensive version is to make sure the customer or client is happy with the offered product or service, as well as with the sales, delivery, installation, use, and other purchasing process elements.

2. Elements Of Good Customer Service

The elements of good customer service are:

  • Product Awareness

Having a thorough understanding of the company’s products is essential for delivering top-notch customer service, whether you’re discussing books, online advertisements, or widgets. 

You should be prepared for your interview by having a thorough understanding of the business, its standing with clients, as well as its services and products.

  • Attitude

In a retail setting, smiling and saying “hello” to customers can go a long way. A friendly and patient demeanor is crucial for any customer service position, whether it be done over the phone or in person. 

Showcase your upbeat and engaging demeanor to everyone you encounter during the interview process. 

  • Efficiency

 Customers value responses that are quick and efficient, so be prepared to tell the interviewer about your successes in providing efficient customer service.

Any actions you’ve taken to increase your workplace efficiency are worth discussing with interviewers.

  • Problem-Solving

Customers are looking for assistance, whether they need a new shirt for a wedding or a replacement part, and part of providing good customer service is resolving issues and responding to inquiries. 

You can talk about some of the issues you’ve resolved at work, including the approach you took and the steps you took to resolve the issue.

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3. What Does Good Customer Service Mean To You?

Being able to assist customers in making the best decisions for them requires having a thorough understanding of your inventory, experience with your products, and good customer service. 

I used to spend a few minutes per month at my former job researching the newest products to make sure I was well-versed in their advantages, features, and performance so I could advise customers with authority.

4. Why Do You Think You’d Be A Good Fit With Our Company?

 I can tell from our conversation and from looking through their social media pages that your company values providing warm, welcoming, and personalized service.  

Wedding dress shopping is an emotional experience, so I’ll make an effort to provide a personal touch and address each client’s needs. 

I routinely surpass monthly quotas at my former job and frequently gain from recommendations to friends. 

Also check: How To Determine If A Job Is A Good Fit For You

5. Why Do You Want To Work In Customer Service?

Finding the ideal outfit for a customer and ensuring that they leave the store feeling confident about their appearance gives me a lot of satisfaction. 

I really like the clothing offered by your company, especially how it’s made to fit people of all sizes.

6. Tell Me About A Time You Had To Deal With A Difficult Customer, And How You Handled It.

A client once expressed extreme dissatisfaction with his meal, although I didn’t see anything wrong with the plate when I looked at it. 

I started by asking him what was wrong. He turned out to have a dairy allergy, and there was cheese sprinkled on the plate. I apologized and acknowledged the situation because empathy is helpful. 

I then offered to have his meal remade in the kitchen. I told my manager about it as well, and she was able to get him a free drink. 

After the meal, he left a sizable tip and expressed regret for not disclosing his allergy at the beginning of the meal when I had asked about dietary preferences and allergies.

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7. What Would You Do If You Did Not Know How To Help A Customer?

In these circumstances, I double-check my work before reaching out to coworkers or my manager for additional assistance. 

I recall a time when a customer called to ask how to delete a program. Although it seems easy, following the manual’s instructions did not succeed. 

I explained to him that this was an unusual circumstance and I apologized for taking so long to come up with a solution. 

I double-checked the manual, made sure I was following the directions, and then I got in touch with a coworker who knew more about these kinds of problems. 

We were able to resolve the issue as a team, and we then updated the training manual to reflect our fresh perspective.

8. What Are Two Or Three Qualities A Person Needs To Deliver Strong Customer Service?

To make a good first impression, I think it’s critical to be warm and friendly with customers. 

Additionally, by doing this, you can stop rudeness, rage, and other negative feelings from taking over the situation. 

However, I also think that being efficient and finding quick solutions to problems are important.  

9. What Would You Do If A Customer Said You Were Taking Too Long To Handle An Issue?

I frequently work to prevent that feedback by providing customers with an estimate of how long a task will take and the potential reasons why it might take some time. 

And if I received this criticism, I would begin by accepting it without taking offense. I’d probably say something like I’m sorry that it’s taking longer than expected to resolve this issue.

I would then look for workable solutions, like returning the customer’s call, sending an email with an update, or taking some other action to free up the person’s time. 

That would help the customer feel satisfied after the interaction.

10. Tell Me About Your Previous Customer Service Experience.

I sold clothes there for many years at my former job and I wanted to investigate something different after that. 

I once worked on a cooperative international team at an international company and handled problems over the phone. 

11. How Can You Improve A Dissatisfied Customer’s Experience?

Actively listening to what a customer has to say has proven to be the most effective method for making them happy. 

Customers occasionally just want you to listen to them and give them the impression that the business values their input. 

I once had a customer who discovered there was only one shoe in her shoebox when she got home. 

She was extremely upset, so I listened to her reasons for being upset, acknowledged her feelings, and gave her a discount on her purchase in addition to the missing shoe. She was much happier when she left.

12. Describe A Time You Collaborated With A Peer To Solve A Problem

After a new product launch, we had a particularly busy day, and one of our point-of-sale systems malfunctioned, resulting in lengthy checkout lines. 

I talked about the problem with another rep, and we decided that one of us would operate the last POS system while the other would walk the line, checking in with customers and providing a coupon as a token of our appreciation for their patience.

13. How Would Past Coworkers Or Classmates Describe You?

My coworkers at my previous job dubbed me “Smiley” because always smile often since it seems to boost my confidence and ease customers’ minds.

14. What Role Does Empathy Play In Customer Service?

Customer service agents must have empathy at all times, but especially when customers are upset. 

The customer can tell that the business cares about them when I take the time to listen to them and understand their perspective, which greatly improves my ability to solve problems.

15. Describe A Mistake You Made Handling A Customer Service Problem And How You Would Handle It Now

I once worked in a position where I didn’t know how to use the headset that was provided, but I was too ashamed to ask for assistance. 

I made the mistake of attempting to figure it out on my own and omitted crucial instructions. During my following shift, a coworker helped me with the headset. 

Now, if I encountered a similar problem, I would immediately seek assistance so that I could start my work effectively.

16. How Would You Handle A Customer You Know Is Wrong?

I once assisted a client who attempted to use a coupon that was no longer acceptable. He was very upset that I refused to accept the coupon and kept insisting that I was mistaken and that he was right. 

I admitted to him that I shared his frustration that the coupon was no longer valid and provided him with a few different ways to receive discounts.

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17. How You Would Handle A Customer Who Was Upset About A Known Problem With Your Product Or Service?

If a customer contacted me complaining that their bag’s zipper had broken after a week and the business was aware of the problem, I would begin by profusely apologizing. 

After that, I would follow any specific instructions the business issued to address the issue like proposing a full refund or a product exchange.

18. Are You Proficient In The Use Of Any Customer Service Software?

At my previous job, I utilized a traditional POS system. I learn very quickly, so I’d be happy to take training in other programs to expand my skill set and do the job more effectively.

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19. What’s Your Process For De-Escalating A Customer Argument?

I normally start by paying close attention to what my clients are saying before attempting to help them relax. 

I always make an effort to remain composed by taking deep breaths, regardless of how loud they become. 

When the customer is finished, I thank them for sharing their worries and acknowledging their emotions. 

I enquire as to what they would like to see the business do to try and resolve the issue. I’ve discovered that doing this helps to at least calm the customer’s emotions so we can get to work on the real issue.

20. What Are You Hoping To Do In Five Years?

In the following five years, I would dearly love to work for this company as a manager. Since I’ll gain such a strong understanding of what customers need and want, I believe working in customer service is essential. 

I believe this job is a great fit for me and my career goals because I enjoy the responsibilities of working as a customer service representative.

Prepare For Your Customer Service Interview 

Some tips you should consider when preparing for your customer service interview include:

  • Seek out chances to give insightful examples.  
  • Have a positive attitude during the interview because most businesses will be looking for those traits in people who provide customer service.
  • Seek out opportunities to show that you are aware of the needs of the company and that you know how to provide effective customer service.
  • Do your research and become knowledgeable about the business and the goods and services it offers.
  • Practice responding to the questions in this article so that you’ll feel more at ease and so that you’ll be more at ease and assured during your interview.
  • Be prepared to provide specific examples of excellent customer service in your response, either from your professional experience or from your own consumer experiences.
  • Prepare to ask your interviewer some questions that will help you leave a good first impression such as on customer service, company culture, or logistics.  

Hope this guide helps you prepare for your customer service interview with the provided frequently asked questions and answers.

Have a great day.

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