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. Even with extensive training and experience, customer service representatives won’t know how to help every customer. What steps did you take to … 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. Most people don’t dream of being in customer service and don’t want to stay there forever. How did you approach things?”. 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. And she was thrilled that I was able to give her ___ as compensation for her hassle. If you work in customer service long enough, you’ll be misunderstood once or twice. What were you able to improve from that experience? 1. I love talking to people from different backgrounds, finding out about their lives and helping them find solutions to their problems. They want to know what’s going to keep you motivated besides the paycheck. – Customer service can literally make or break a … Why should we hire you as senior customer service representative? So employers want to make sure there’s something that will motivate you and keep you going when a day gets difficult. It will be the job of customer service agent to build a positive relationship with the customer. The hiring manager will want to ensure that you have the necessary skills and tact to manage these situations successfully. Maybe you helped them find their lost child as the store was closing. That’s a good way to organize your answer. Think about those things that aren’t on the job description. We’ve looked at 10 of the most common questions you’ll hear in a customer service interview now. … An injury to a customer (if you’re in retail, etc.). “Tell me about a time you were under a lot of stress at work and how you dealt with it”, 12. Can you provide an example of how you might answer the phone? We’re going to look at 17 sample customer service representative interview questions, including the top behavioral customer service interview questions. 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. What’s One Time You Worked With a Difficult Customer and How Did You Resolve the Situation? If you are applying for the position of Customer Service/Customer Support, these interview questions and answers will help you prepare for you interview. So try to use the S.T.A.R. Learning the “ins and outs” of customer service can boost your people skills and help you learn about a vital part of the organization. What to look for in an answer: “I’m definitely a people person! 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.”. Exceptional customer service is all about maintaining a positive and friendly attitude that makes a good first impression and leaves a lasting one.”. 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. Interview Questions for Health Care Customer Service Representatives: 1. How do you go about prioritizing your customers’ needs?”, 14. Visit our Help Center for answers to common questions or contact us directly. Next, the interviewer is going to want to see if you have a basic understanding of the purpose of customer service. What happened and how did you attempt to fix the situation?”, 17. That’s what to talk about when answering this interview question. Why would you be a good fit for our company as a customer service rep? They’re not asking customers, “Was Jake a nice guy when he helped you?”…. How did you make sure the customer was satisfied? Use these sample Customer Care Representative interview questions during your hiring process to identify qualified candidates with strong customer service skills. To excel at providing thorough and enthusiastic customer service, customer service representatives must possess a talent for nurturing strong customer relationships. Employers don’t just want someone who does the bare minimum or sticks to their exact job description as a customer service representative. Free interview details posted anonymously by Conduent interview candidates. You don’t need to lie and say this is your dream job…. 11. This question is a great follow … Please note that we are not your career or legal advisor, and none of the information provided herein guarantees a job offer. 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?”. The key here is honesty. 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. There are 7 other behavioral interview questions that you’re very likely to hear, too, though. 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. 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. That’s the general approach I’d take when answering this type of question in your customer service interview. So I’m going to leave you with those as well. That’s the basic idea when answering this interview question. ). What They Want to Know: Interviewers want to see how your definition … (No matter how great you are). 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 … So brush up on your past experience and review your own resume when preparing for your interviews. 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. 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. method (mentioned earlier!) 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. She said she’d be back soon to shop again.” (Result). Knowing the best customer service interview questions to ask is a key element to finding the right rep. Appeasing an irate customer is no easy task, but delighting them can be even more challenging. 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. And that’s how they evaluate their customer service representatives. Submit a Customer Service interview question . 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.. You’ll notice a lot of customer service surveys say, “From 1-10, how likely are you to recommend the company to a friend?”. We regularly pooled our knowledge and resources to address tricky customer complaints and handle a large amount of incoming calls during peak times. Ask this question to determine if a candidate is willing to go the extra mile for a customer, even in a tense situation. 10 frequent non-technical questions for Customer Service and Sales Representative: 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. Result. “Tell me about a time you made a mistake at work, what happened?”, 13. Tell me about a time that you were unclear about a customer’s request. Describe what customer service means to you. … 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. What to look for in an answer: “I never pretend to know an answer if I don’t. If you need more job interview materials, you can reference them at the end of this post. Customer service interviews may include a number of different question types. Are you preparing for Customer Service Representative Interview? Customer Service Interview Questions and Answers: 1. Sample Interview Questions: Customer Service Representative. We have an inventory of frequently asked job interview questions you’ll be asked. This is a tough interview question because it’s so open-ended. method that we discussed earlier to tell a story of how you improvised in the past to find a solution to an unexpected problem. If you don’t have any previous customer service experience, don’t worry. What does “good” customer service mean to you? Customer Service Representative Interview Questions. 28 Common Second Round Interview Questions, 11 Final Interview Questions to Prepare For, How to Answer “Are You a Leader or Follower?” (Interview Question). 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. “She was very grateful and completely understood after I explained ___. Get our free PDF with the top 30 interview questions to practice. 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. Prepare your customer service interview answers to the interview questions on this list: Tell me about your previous work experience in customer service. How well do you work under high pressure/in high stress situations? We’ve got you covered! 11 Customer Service interview questions and answers. The thing about hiring great Customer Support Representatives is that there’s only so much that you can train. How did that experience help you avoid problems/mistakes/difficult situations later in your career? 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. Answers for “where do you see yourself in 2-5 years?”, Next, you’ll want to prepare for behavioral questions. These are questions that start with phrases like, “tell me about a time you had to ___.”. 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. Here’s some further reading on answering the “what motivates you” interview question. Want to work in sales eventually? 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). Providing exceptional customer service is a team effort that requires constant collaboration to build a strong, positive image of the company. I’m also really interested in learning more about how automation can make the customer service process faster and more efficient.”. Ask this question to find out if a candidate knows how to respond calmly and efficiently in these situations. 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