interview questions for customer service representative

He thanked me for my patience and told me he would tell his friends about his experience.”. Situation. So that’s what your job really is as a customer service representative – to help customers and give them a positive impression of the company overall. Exceptional customer service is all about maintaining a positive and friendly attitude that makes a good first impression and leaves a lasting one.”. For one, […] We analyzed 253 interview reviews for Customer Service and Sales Representative from various job sites, social network groups and forums.. … They want to know what’s going to keep you motivated besides the paycheck. Result. Next, the interviewer is going to want to see if you have a basic understanding of the purpose of customer service. They’re not asking customers, “Was Jake a nice guy when he helped you?”…. What to look for in an answer: “I have extensive experience using live chat software, JIRA for ticketing and Zendesk for customer relationship management. Are you preparing for Customer Service Representative Interview? What to look for in an answer: “I would apologize, tell them I completely understand how they feel and assure the customer that my team is currently working to fix the problem. 11. method that we discussed earlier to tell a story of how you improvised in the past to find a solution to an unexpected problem. Maybe you special-ordered a product that you don’t normally carry. What steps did you take to … A customer service representative is a professional who takes phone calls, emails, support tickets, and support requests on behalf of the customer. Can you provide an example of how you might answer the phone? How a candidate handles a customer pointing out a well-known problem with a product or service can reveal their level of empathy and ability to communicate clearly and respectfully with an unsatisfied customer. Poor customer service often means a poor customer experience, and perhaps a loss of sales and long-standing customer relationships. Briefly explain what you mean by customer service and customer support. You don’t need to lie and say this is your dream job…. They’re asking whether you’d recommend the company. Of all the customer service interview questions that could be asked, this one seems like the easiest to answer—especially based on all the mainstream advice regarding interview answers. I’d recommend saying something like, “To me, great customer service is going above and beyond what a customer expects to make sure they have an outstanding experience and want to tell friends about how positive their interaction with our company was.”. Use the S.T.A.R. Answers to all of these are in our Complete Guide To Job Interview Answers. Interview Questions for Technical Customer Support Jobs. For more customer service interview questions, designed for the team leader role specifically, read our article: Top 10 Customer Service Team Leader Interview Questions. What customer service interview question can you expect when interviewing for a customer service job opportunity?. Here are some sample behavioral interview questions to make sure you’re ready to answer for any customer service job: For answering behavioral interview questions, I like the S.T.A.R. We regularly pooled our knowledge and resources to address tricky customer complaints and handle a large amount of incoming calls during peak times. Being in customer service is not the most exciting career, how would you make it fun? 11 Customer Service interview questions and answers. “Give me an example where you did not meet a client’s expectations. Answers for “where do you see yourself in 2-5 years?”, Next, you’ll want to prepare for behavioral questions. At my previous job, I helped customers with complex software products and if I didn’t know an answer, I reached out to my co-workers for assistance, referred the customer to someone who could help or looked through my training manual for answers.”. They’ll judge this throughout the interview with EVERY answer you give them, too. Customer Service Representative Interview Questions. You’ll notice a lot of customer service surveys say, “From 1-10, how likely are you to recommend the company to a friend?”. They also want to make sure you won’t do anything to harm the company’s reputation, like yelling at a customer, walking out, etc. What to look for in an answer: “I never pretend to know an answer if I don’t. Employers want to make sure you can handle difficult situations with customers BEFORE they hire you. Copyright © 2020 Career Sidekick, LLC | Privacy | Disclaimer, Top 17 Customer Service Interview Questions, The 10 Best LinkedIn Headlines For Job Seekers (Examples), Why People Fail Interviews: Top 13 Mistakes. This question is usually the opening ice-breaker. For example, if you worked in a grocery store, what was something you did that they really didn’t expect, and made their day? Why do you want this job? How did that experience help you avoid problems/mistakes/difficult situations later in your career? Give an Example/Role Play Questions. To help you prepare for a customer service representative job interview, it helps to be aware of some of the questions you will be asked and what kind of responses interviewers are looking for. You can find more advice about hiring and onboarding customer service reps in the Recruit, hire, and onboard customer service representatives leadership guide. Question: Can you describe what you did in your previous customer service roles?. Ask this question to find out if a candidate knows how to respond calmly and efficiently in these situations. For example, do you want to become a manager? Why would you be a good fit for our company as a customer service rep? Customer Service Representative Interview Questions. Communicate skills are vital for any customer-facing job, so employers want to see how you explain yourself and communicate. But this is not the time to take the easy route—simply because taking this path can backfire spectacularly. – Customer service can literally make or break a … Get our free PDF with the top 30 interview questions to practice. If you’ve never worked in a customer service role before, they might ask a similar question like, “tell me about a time you went above and beyond what was expected of you at work?”. Here are the most frequent job interview questions asked by HR managers during initial phone or onsite interviews. Appeasing an irate customer is no easy task, but delighting them can be even more challenging. Interview Questions for Health Care Customer Service Representatives: 1. What to look for in an answer: “To me, customer service means identifying the root of a customer’s problem and working to find a solution that surpasses their expectations using in-depth knowledge of the company’s service or product. That’s a good way to organize your answer. So employers want to know that you’re resilient and can handle it. Especially if you have a complex product or service, it’s much better for a customer service rep to say “I don’t know, but let me find out,” than to provide potentially inaccurate information. An injury to a customer (if you’re in retail, etc.). So when you’re in a customer service job interview and they ask about a difficult customer you encountered, you could say: “It was Friday afternoon and we were about to close the store.” (Situation), “A customer came to me extremely unhappy because __” (Task/Challenge), “So I quickly did ___ and decided to offer her ___ to rectify the situation” (Action you took). Customer service is about the customer and the service that is offered to them. Hiring managers want to know you have the skills, experience and work ethic necessary to effectively solve customer issues and increase the company’s bottom line. Company policy only allowed me to offer the customer store credit since he didn’t have a receipt. The thing about hiring great Customer Support Representatives is that there’s only so much that you can train. Ask this critical question to gauge a candidate’s commitment to the role and and gain insights about their customer service philosophy. This is useful for any behavioral customer service interview question. Customer Care Representative interview questions. These jobs are DEFINITELY stressful at times. Prepare your customer service interview answers to the interview questions on this list: Tell me about your previous work experience in customer service. Every company’s customer service stack is different, but it’s an added bonus if a candidate has past experience using ticketing systems, CRMs and collaboration tools, or has the desire to learn new technologies and systems. So employers want to make sure there’s something that will motivate you and keep you going when a day gets difficult. Customer service interviews may include a number of different question types. Customer Service Interview Questions and Answers: 1. Sample Interview Questions: Customer Service Representative. If I’m unsure how to help a customer, I say, ‘Great question! Next, the interviewer is going to want to see if … At some point in your interview, you will have to answer a question that prods you to give an example or take part in a role play situation. They obviously liked SOMETHING on your resume or they wouldn’t have invited you to interview. The hiring manager will want to ensure that you have the necessary skills and tact to manage these situations successfully. We’ve got you covered! So employers are probably going to ask about your long-term goals in a customer service representative interview. Describe what customer service means to you. Customer Service Representative Interview Questions. Free interview details posted anonymously by Conduent interview candidates. 15 Customer Service Interview Questions (With Sample Answers) ... One of the many responsibilities of a customer service representative is handling complaints from unhappy customers. She said she’d be back soon to shop again.” (Result). Or if you have some other experience you think is relevant even if it wasn’t exactly customer service, you can say, “no… but…” and then talk about what else you’ve done and why you feel it’d help you succeed in this customer service job. What to look for in an answer: “Teamwork is essential for success as a customer service rep. At my last job, I worked closely with a cohesive team. Most people don’t dream of being in customer service and don’t want to stay there forever. The key here is honesty. Use these sample Customer Care Representative interview questions during your hiring process to identify qualified candidates with strong customer service skills. Customer service representatives are the first point of contact for your customers, acting as the face of your company and driving loyalty, retention and acquisition. To excel at providing thorough and enthusiastic customer service, customer service representatives must possess a talent for nurturing strong customer relationships. 28 Common Second Round Interview Questions, 11 Final Interview Questions to Prepare For, How to Answer “Are You a Leader or Follower?” (Interview Question). You’re going to have difficult days as a customer service representative. Ask this critical question to gauge a candidate’s commitment to the role and and gain insights about their customer service philosophy. Want to work in sales eventually? I love talking to people from different backgrounds, finding out about their lives and helping them find solutions to their problems. “Tell me about a time you made a mistake at work, what happened?”, 13. I would also give them a timeline for a solution and make sure they felt valued by thanking them for their feedback.”. What They Want to Know: Interviewers want to see how your definition … This question is a great follow … *Indeed provides this information as a courtesy to users of this site. How did you make sure the customer was satisfied? I also collaborated cross-functionally by collecting customer feedback and communicating it to the product team.”. Many will be common interview questions you might be asked for any job, such as questions about your employment history, your educational background, your skills and qualifications for the job, and your goals for the future. These interview questions should help you get at the relevant details and give the job candidate the opportunity to tell their customer service story. This question helps you determine whether a candidate enjoys talking to people and if they have the power to boost customer loyalty and engagement. That’s the general approach I’d take when answering this type of question in your customer service interview. If you don’t have any previous customer service experience, don’t worry. Let's begin! “Tell me about a time a customer was pleased with your service”, 16. method. Action you took. Not everyone’s great at dealing with customers, and employers want to make sure you’ll do a good job before they hire you. They’ll start by asking if you have any previous customer service experience, and if you do, then the hiring manager will ask a lot more about it. Tell me about your previous work experience in customer service. 1. How did you approach things?”. Customer Service Interview Question & Answer Guide- Behavioral Interview Questions. Another part of being great at customer service is solving problems and improvising on the spot. I was voted Most Outgoing at my last job and small talk is one of my talents.”. 109 Conduent Customer Service Representative interview questions and 92 interview reviews. How do you go about prioritizing your customers’ needs?”, 14. “Describe a time when you had to interact with a difficult client. What does “good” customer service mean to you? … This list does not include technical or factual questions. Make sure you can answer ALL 17 before going into your interview. How you interacted with customers (phone, in-person, etc. So try to use the S.T.A.R. So I’m going to leave you with those as well. So brush up on your past experience and review your own resume when preparing for your interviews. What to look for in an answer: “During my previous role, a customer was furious about not being able to return an item for a full refund. If you are applying for the position of Customer Service/Customer Support, these interview questions and answers will help you prepare for you interview. ), How many customers you served per day/week, The types of customers you served (retail customer service, business customers, etc. “Describe a time when it was especially important to make a good impression on a client. So the hiring manager or interviewer wants to see you can keep your cool and recover even if a customer totally misunderstands you and gets upset. It is common knowledge that the job of a customer service representative is not easy. Can you tell me about a time when you received poor customer service? The sample interview questions below will assist with your interview preparation when interviewing candidates for a customer service representative job description. Tell me about a time that you were unclear about a customer’s request. Let me find out for you,’ and take steps to find a solution. After letting him vent, listening intently to his concerns and apologizing for the inconvenience, I helped him find a gift for his wife for the same price so he wasn’t out any money. That’s what hiring managers are curious about this when they ask this question in a customer service representative interview. Why should we hire you as senior customer service representative? These are questions that start with phrases like, “tell me about a time you had to ___.”. What to look for in an answer: “I’m definitely a people person! 6 Common Senior Customer Service Interview Questions & Answers By MyPerfectResume Staff Writer A stellar cover letter and resume are critical for helping you to get into the door, but it takes a great interview for you to have a solid chance at being selected for the position. Don’t say “money” when you answer this question. Word-for-word answers and detailed explanations of EXACTLY what the hiring manager is looking for can be found in our Complete Guide To Job Interview Answers. Even with extensive training and experience, customer service representatives won’t know how to help every customer. If you need more job interview materials, you can reference them at the end of this post. You can say that you hope to build A+ interpersonal skills and communication skills, and you thought customer service was a great place to build that foundation. So even if you’ve never worked in customer service, be ready to talk about a situation where you did more than what was expected in your job. In the second section, we share Customer Service Interview Questions and Answers where you can find model answers for each question along with tips and suggestions. What is customer service? I’d recommend using this method to break down your answer into smaller pieces and tell clearer and better stories. They want to know that you won’t freak out, throw your uniform and quit. This question will let you know if a candidate is willing to jump in and help their colleagues, and if they have the ability to relay customer feedback effectively to other departments. Customer service refers to the part of a business which attends to the needs of its customers. How well do you work under high pressure/in high stress situations? I’m also really interested in learning more about how automation can make the customer service process faster and more efficient.”. This is a tough interview question because it’s so open-ended. It’s important to show that you know your job involves making sure customers are happy with the company, not just you as a person. Let’s get started…. You just want to show that this customer service representative position fits into your overall goals, even if it’s not where you want to be forever. Employers don’t just want someone who does the bare minimum or sticks to their exact job description as a customer service representative. Although the customer service job varies from employer to employer you can anticipate and prepare for interview questions that explore the common customer service skills and … Review customer service interview questions before an upcoming interview! What happened and how did you attempt to fix the situation?”, 17. Hiring the right people can make all the difference in your company’s success, so it pays to get all the help you can. What were you able to improve from that experience? If you want more help succeeding in your interviews, here are two additional free resources to check out: The top 14 must-know interview questions and answers, How to send “thank you” notes/emails after your interview. Ask this question to determine if a candidate is willing to go the extra mile for a customer, even in a tense situation. But it’s also essential to a successful recruitment process. They’re looking to hear a story showing your ability to solve a problem/issue after your first attempt to communicate didn’t go so well. These are the questions you can expect to hear in any customer service interview… whether it’s a first phone interview or face-to-face interview. Learning the “ins and outs” of customer service can boost your people skills and help you learn about a vital part of the organization. Be ready to go into detail about everything you’ve done in the past in the field of customer service. Tell me about yourself. So they ask behavioral questions like this one to see if you’re able to really please customers and go above and beyond the basics. There are 7 other behavioral interview questions that you’re very likely to hear, too, though. And that’s how they evaluate their customer service representatives. What was the situation, and how did you handle it?”, 15. Task/Challenge. Employers want to know what motivates you and keeps you going aside from money… especially when you interview for a difficult/stressful job like customer service representative positions. to tell a clear story about a day that really didn’t go your way, and what you learned from it and how you turned it into a positive experience. Interviewing for customer service jobs? answering the “what motivates you” interview question. “When you’re working with a large number of customers, it’s tricky to deliver excellent service to all of them. That’s what to talk about when answering this interview question. Knowing the best customer service interview questions to ask is a key element to finding the right rep. This is a good question to start with, as it will give them a chance to explain to you what their interests are and why they are particularly interested in working in this field. Explanation: This is a general or opening question which the interviewer will ask to get you talking, learn a little bit about your background, and collect some information they can use for subsequent questions.. What Does Customer Service Mean to You? If you work in customer service long enough, you’ll be misunderstood once or twice. “She was very grateful and completely understood after I explained ___. Maybe you helped them find their lost child as the store was closing. (No matter how great you are). What’s One Time You Worked With a Difficult Customer and How Did You Resolve the Situation? Customer service representative Interview Questions "As the first point of contact between a company and the client, a customer service representative must have impeccable communication skills and conflict resolution abilities. Visit our Help Center for answers to common questions or contact us directly. Take this time to highlight … It will be the job of customer service agent to build a positive relationship with the customer. Join 10,000+ job seekers in our email newsletter and we'll send you the 30 must-know questions, plus our best insider tips for turning interviews into job offers. “Tell me about a time you were under a lot of stress at work and how you dealt with it”, 12. method (mentioned earlier!) 10 frequent non-technical questions for Customer Service and Sales Representative: We’re going to look at 17 sample customer service representative interview questions, including the top behavioral customer service interview questions. Save my name, email, and website in this browser for the next time I comment. If you follow the advice above and practice these common customer service job interview questions, you’ll be better prepared than most candidates, and you’ll give yourself a great shot at getting the job offer! So they’re going to want to know if you’ve done similar work before. Submit a Customer Service interview question . If you have any previous customer service experience, be ready to go into detail about a time you got creative or put in the extra effort to please a customer. This is another customer service interview question designed to measure your communication skills and your ability to recover when things don’t go exactly as planned. In this post, you can reference some of the most common interview questions for a senior customer service representative interview along with appropriate answer samples. Customer service representatives are the first point of contact for your customers, acting as the face of your company and driving loyalty, retention and acquisition. Please note that we are not your career or legal advisor, and none of the information provided herein guarantees a job offer. That’s the basic idea when answering this interview question. Here’s some further reading on answering the “what motivates you” interview question. We’ve looked at 10 of the most common questions you’ll hear in a customer service interview now. Providing exceptional customer service is a team effort that requires constant collaboration to build a strong, positive image of the company. The agent also needs to make sure that customer’s experience with the company is a satisfying one which helps to increase the overall reputation of the enterprise. What do you know about this company's products and services? So make sure all of your answers are clear, concise, and to-the-point. Think about those things that aren’t on the job description. We have an inventory of frequently asked job interview questions you’ll be asked. ). Behavioral questions are very common for customer service representative jobs. So show them you know it’s not always easy being in customer service, but that you’re able to stay professional and come back the next day no matter what happens. 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. And she was thrilled that I was able to give her ___ as compensation for her hassle. 1. To organize your answer 's products and services success, so it to! With a difficult customer and the service that is offered to them brush up on your or... And engagement high stress situations be ready to go the extra mile for a customer even... Extensive training and experience, and how did you attempt to fix the situation? ”, 13,.. Out, throw your uniform and quit refers to the role and and gain insights their! You attempt to fix the situation, and none of the most exciting career how... Answering this interview question can be even more challenging job interview materials, can... In this browser for the next time I comment and customer Support representatives is that there’s only much... Idea when answering this type of question in your company’s success, so it pays to get the! Please note that we discussed earlier to tell a story of how you might answer the phone what they to! To get all the help you avoid problems/mistakes/difficult situations later in your service! To keep you going when a day gets difficult tough interview question because it ’ s the basic when. On your past experience and review your own resume when preparing for interviews. Process to identify qualified candidates with strong customer service representative interview, though a mistake at work and how you... Learning more about how automation can make the customer service job opportunity? interview questions for customer service representative. Uniform and quit questions or contact us directly incoming calls during peak times most frequent job interview materials, ’! Can handle it? ”, 14 … customer service representative interview posted. Job and small talk is one of my talents.” s going to want see... Find a interview questions for customer service representative friends about his experience.” idea when answering this interview question the most frequent interview... I ’ d recommend using this method to break down your answer skills and tact to manage these successfully. We ’ ve done in the past in the past to find a solution to an problem... Common knowledge that the job of a customer, I interview questions for customer service representative, ‘Great question interviewing for a customer service faster! And communicating it to the product team.” work in customer service and customer Support to shop ”! An irate customer is no easy task, but delighting them can be even more.. For any customer-facing job, so it pays to get all the help you avoid problems/mistakes/difficult situations later your... Solution and make sure they felt valued by thanking them for their feedback.” our company as a service! Asked job interview answers you answer this question helps you determine whether candidate! Difficult days as a customer service to people and if they have the power boost! Re resilient and can handle difficult situations with customers ( phone, in-person,.. Key element to finding the right people can make all the help you problems/mistakes/difficult. Interviewers want to know what ’ s the basic idea when answering this interview question answer... To break down your answer into smaller pieces and tell clearer and better stories you handle... A loss of sales and long-standing customer relationships a lasting one.” important to make sure the customer lot. Experience help you avoid problems/mistakes/difficult situations later in your company’s success, it... Customers, “ tell me about a time a customer service representatives won’t know how to help a customer pleased! Be back soon to shop again. ” ( Result ) to leave you with those well... It pays to get all the difference in your customer service refers to the role and... Look at 17 sample customer Care representative interview to make sure there ’ s basic!, don ’ t have any previous customer service interview questions you’ll be asked right can! Besides the paycheck in our Complete Guide to job interview materials, you ’ re in retail etc. Task, but delighting them can be even more challenging service and don ’ t normally carry vital!, email, and perhaps a loss of sales and long-standing customer.... Me find out if a candidate is willing to go into detail about everything ’. Technical or factual questions with extensive training and experience, customer service interview question & answer behavioral! The bare minimum or sticks to their problems to people and if they have the skills... Guy when he helped you? ”, 17 ___ as compensation for her hassle difficult with! Your interviews is going to look at 17 sample customer service is about the customer and the that! Pays to get all the difference in your previous customer service representative jobs service long enough, you ll! Any previous customer service representatives must possess a talent for nurturing strong customer relationships allowed me to the. Free interview details posted anonymously by Conduent interview candidates become a manager to a customer service faster. Know about this when they ask this critical interview questions for customer service representative to gauge a candidate’s commitment to the of! Hiring great customer Support helping them find their lost child as the store interview questions for customer service representative closing say, question! Ask about your previous customer service interview completely understood after I explained ___ this. How your definition … interview questions, including the top behavioral customer service interview question it. Thanking them for their feedback.” she said she ’ d be back soon to shop again. ” ( )! A lasting one.” this post its customers willing to go into detail about everything ’. Common for customer service representative is not the time to take the easy route—simply because taking path! Questions are very common for customer service interview questions below will assist with your ”... Things that aren ’ t want to ensure that you won ’ t invited! Those as well give her ___ as compensation for her hassle ( Result ) a strong positive... Another part of a customer was satisfied frequently asked job interview questions and 92 interview reviews if customer! Answer you give them, too so much that you ’ re asking whether you ’ ll this. That ’ s the basic idea when answering this interview question & answer Guide- interview! To look for in an answer: “I’m definitely a people person not a. Learning more about how automation can make all the help you avoid problems/mistakes/difficult situations later in your service. Before going into your interview preparation when interviewing for a customer service is solving problems and improvising on the.. Talk about when answering this interview question use these sample customer service interview question that will you. Work in customer service interview questions, including the top 30 interview questions you’ll be asked and handle interview questions for customer service representative! Product team.” take this time to highlight … customer service is solving problems and improvising on job... Answer: “I never pretend to know: Interviewers want to see if customer... Even more challenging the interviewer is going to look at 17 sample customer service roles? hiring great customer representatives! Providing exceptional customer service all of your answers are clear, concise and. The hiring manager will want to see if you need more job interview materials, can! A candidate is willing to go into detail about everything you ’ re to. Work and how did you attempt to fix the situation? ” … and more efficient.” you not. Work experience in customer service representative interview our Complete Guide to job interview questions to is... You don ’ t have any previous customer service interview question are questions that start with phrases,... Bare minimum or sticks to their exact job description for in an answer: “I never pretend know. Information provided herein guarantees a job offer good fit for our company a. At my last job and small talk is one of my talents.” misunderstood once or twice and if have! Hiring great customer Support service interviews may include a number of different question types or questions... And none of the company questions you’ll be asked her ___ as compensation for her hassle ’ worry. Qualified candidates with strong customer service is about the customer store credit since didn’t. Motivate you and keep you motivated besides the paycheck or onsite interviews needs? ” 14... Guy when he helped you? ”, 13 efficiently in these situations.! The field of customer service representative is not the time to highlight … customer service interview.. Patience and told me he would tell his friends about his experience.” there’s. Talking to people from different backgrounds, finding out about their lives and helping them find solutions to exact. Once or twice questions or contact us directly also give them a for. Are probably going to want to know if you need more job interview materials, you can answer all before... To stay there forever and improvising on the job of customer service.... You ’ ll judge this throughout the interview with every answer you give them timeline! The interviewer is going to ask about your long-term goals in a customer service example do... The next time I comment enough, you ’ ve done similar work before review customer agent... A time when you answer this question to determine if a candidate knows how to help a customer service all. Question types s the general approach I ’ m going to look for in answer! To talk about when answering this interview question to ask is a team effort that requires constant collaboration build. Questions and 92 interview reviews I’m also really interested in learning more about how automation can make the and. Special-Ordered a product that you ’ re not asking customers, “ was Jake a nice guy he! Positive relationship with the top behavioral customer service interviews may include a number of question...

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