Dear Readers, Welcome to Customer Service Interview Questions and Answers have been designed specially to get you acquainted with the nature of questions you may encounter during your Job interview for the subject of Customer Service. Good answers are honest, but polite. What do you know about our products and services? Would you be willing to introduce us to a current or former boss as a reference? Problem-solving is an ability that can often be improved. You're looking for whether this person cares more about their individual success or their team's success. What have you done to improve work processes in the customer service division? Exceptional customer service … Why do you want this job? Some of your interview questions will also be behavioral. How to Answer … "What does customer service mean to you?" The best answer is when the candidate explains how they understand that the pet peeve is their own personal downfall, and how they proactively avoid making this pet peeve a problem for others. If it's not a 9 - 5 job, you will be asked about your availability to work evenings, weekends, and holidays. Marketing automation software. Make sure you choose questions … Make sure you have a sense of their mission, their products, the population they work with, and the company culture. Remember, these traits are just those specific to customer success. They must be driven, but not entitled. Answer: A customer service representative answers questions and resolves problems for a business's customers or clients. A good strategy for answering both situational and behavioral questions is to use the STAR interview response technique to describe a situation from the past that exemplifies how you would handle a similar challenge in the future. Basically, a customer service scenario is a schematic script with a bunch of pre-made answers to some common questions or issues. What have you done at your current company to increase revenues, reduce costs, or save time? In this article, we'll cover what you need to screen for and what questions you can ask in your interview process to determine if a candidate is a good fit for your team. What do you do when you don't know the answer to a question? Editor's note: This post was originally published in November 2018 and has been updated for comprehensiveness. Also, be prepared to share why you want to work in a customer service role, both in general and specifically with this company. Recommended approach Customers don’t always know the right person to contact … Customer Service Skills Chapter Exam Instructions. Possible answer 2: Customer service … "Use product documentation for your own products or pick a multi-step process such as finding and opening a file on a computer," he recommends asking. What did success look like in your previous role? Look for answers such as "success was measured by the whole team reaching a CSAT of X%" or "our goal was to increase renewals by Y%." This is a good question to ask to get the conversation flowing -- and to potentially identify candidates that don't share the same philosophy as you and your company. What have you done to be a better customer service representative? When a client or customer calls the business, a representative will open the customer… This comes recommended by Michael Jones, a customer support manager at JazzHR. Another variation of this question is, "What is good customer service?" The candidate's answer to this question will speak specifically to their personal and professional values -- and if those values align with those of your business. A situational interview question is more hypothetical than a situational interview question. Many customer service representative jobs have schedules that include nights and other irregular hours, so an employer may want to know if you are able to work a variety of shifts. Can you walk me through every step in a common process? What was your biggest failure in your previous role, and how did you recover from it? Customer service is about the customer and the service that is offered to them. In addition, you’ll also find tips below on how to prepare for an interview, as well as a list of specific interview questions. As we detailed a previous blog post about creating a customer success plan, we established that all customer service representatives should have the following four traits: Customer success managers must be hungry, ready to learn, and eager to jump in. Even though jobs in customer service vary, there are basic principles of good customer service that are important for every employee to follow. You can think of customer service scenarios as of a … Customer Service Psychometric Tests. Look back at your resume and list any experiences you have had that demonstrate your ability to meet those requirements. They also want to make sure you won’t do anything to harm the company’s reputation, like yelling at a … Employers want to make sure you can handle difficult situations with customers BEFORE they hire you. Stay up to date with the latest marketing, sales, and service tips and news. Practice answering these questions, so you’ll feel more comfortable and confident during your interview. Make sure you choose questions that screen for the qualities you believe will lead to success on your team. Here are examples of some of these types of interview questions, along with examples of the best answers. If you're going to put someone on the phone with a customer, they need to understand where the customer is coming from. To prepare for your interview, make sure you know the requirements of the job. In order to screen for empathy, determine a person's philosophy of how angry customers should be handled. These traits and characteristics are most important when it comes to hiring a new customer service rep because you can teach team members specific best practices and skills, but it's tougher to teach these character traits. 2. Free and premium plans, Content management system software. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '854d4e62-f193-483a-9da9-e3fc34b3128e', {}); A good customer service interview question helps you determine if a candidate has drive, coachability, positivity, empathy, and shares your company values. Customer Service Interview Questions and Answers: 1. Some candidates will give a cop-out answer. What do you think success looks like here? Are you interviewing for a job in customer service? This question helps assess coachability and honesty. What does good customer service mean to you? You're looking for signs that the candidate knows how to empathize with others, and that they can turn a terrible experience into a positive one. Customer service roles are heavily focused around the satisfaction and well-being of a client. Look for answers that demonstrate a competency in managing customer expectations as well as innovation on an organizational level. What are the top three qualities everyone who works in customer service must have to succeed? How would you rewrite this canned response? Premium plans, Connect your favorite apps to HubSpot. 1) What is Customer service? All right ninjas, let’s get going! Asking candidates what their personal customer service philosophy or mission is is a good way to identify those who would be a good company culture fit -- and those who might not be. You'll find indicators of what's expected. It is one of the most popular customer service interview questions, so try to get the answer ready in advance. The best pick things up very quickly. What They Want to Know: Interviewers are eager to know what you consider to be quality customer service and how you would provide it to customers. Good answers will speak to the importance and impact of customers on a company's growth, a commitment to servant leadership, a belief in the power of retaining customers and helping them see success with a company's product or service, an interest in working with and learning from others, and a belief that customer success can transform companies in the same way as marketing and sales. In addition, you’ll probably be asked situational interview questions. Top 5 Tips For Answering Customer Service Questions … The hiring manager expects you to have done your homework. Solving for the customer sometimes means going beyond what's in the job description to provide a stellar experience. Customer Service Interview Questions (and Answers to Look For) Your customer service interview questions should screen for the criteria you previously defined. Talk to me about a time when you were unable to help the customer with their problem – what was the issue and how did you handle the situation? This question is particularly suited for customer support roles because we're entering into the age of the experiential economy, where it's not enough to provide satisfactory outcomes. Whether the candidate believes customer service is about being passionate about teaching and coaching, about maximizing value, about being helpful and friendly and building relationships, about building and sharing deep product knowledge and expertise, or about doing as much as you possibly can within one conversation or interaction, good answers to this question will show interviewers if the candidate has a positive attitude, a friendly demeanor, and a commitment to learn and grow. Provide the candidate with a poorly-written canned response (such as the last response you got from your cable company), and give the candidate a few minutes to rewrite it. Ask this question about every company they have on their resume. Build My Resume. What would you do if the customer is wrong. Written by Ryan Farley Access 100 additional customer support and service interview questions. These are similar to behavioral interview questions, in that they ask you about different work experiences. 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. The interviewer is interested in learning how you responded in specific circumstances in order to get insight into how you would handle a similar situation if you were to be hired. Only then can you put together a set of interview questions. Don't refresh. This is a good question to start with, as it will give them a chance to explain to you what their interests are and … Mention profitable product sales, positive/fruitful customer instruction, customer care with patience and any communication which leads to improved customer service or a sale. Explain a time when you assisted in resolving a dispute between others. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '9bd7b1f5-84de-470c-a00d-dfb243e3d3ac', {}); Originally published Nov 12, 2020 8:47:59 AM, updated November 12 2020, 18 Customer Service Interview Questions and Answers. Review this list of 15 questions and answers to help you prepare for your next interview. However, it also gives you a sense of how well they understand your business. Will You Be Able Work In A Computerized Environment As Customer Service Representative? Effective written and oral communication skills are key in a customer-facing role, and a good "answer" will be clearly-written, without jargon, and without sounding like a robot. Customer Service Manager Interview Questions - Process Management. A negative person can kill a team, by talking poorly about customers or other employees. As mentioned above, while you prepare for your interview it’s vital to do some research on the company you are interviewing with. How important is verbal communication vs written? In the answer to this question, you're looking for positivity and empathy. Bad answers involve blaming others or dodging the question entirely. Give an example of a time that you changed a customer’s emotions from frustration to joy. What should you do if a customer asks a question you don’t know the answer to? A great candidate will not speak ill about the customer, but will show how they empathized and did their best to come to a resolution that worked for them -- and they'll spell out the problem-solving strategies they used along the way. Even better if they can relate this to what customers want and expect from brands in this regard. Tell me about problems with the products or services you previously supported. We’ll also follow up those tips and tricks with ten of the most common customer service interview questions along with a brief explanation on why hiring managers ask these questions and what you should focus on when you answer them. This question helps you screen for positivity. This is a way to determine if a candidate is driven or not. Are there any reasons why you can't work your assigned hours regularly? This is not an exhaustive list, nor will all of these apply to your business. The candidate should be able to articulate the difference between a good and an "above and beyond" outcome. Alison Doyle is the job search expert for The Balance Careers, and one of the industry's most highly-regarded job search and career experts. Answer 20 questions in 15 minutes. A mediocre candidate will talk about how irrational the customer on this case was, or how frustrating they were to resolve the issue with. It's a red flag if they only reference their individual goals over those of the team's. This is not an exhaustive list, nor will all of these apply to your business. Possible answer 1: Good customer service does not only mean that the customer receives a solution to his/her problems but that the solution is delivered with kindness, patience, and respect. What time management techniques do you use when balancing your call volume vs. internal responsibilities such as follow-ups and administrative work? Many customer service jobs require employees who are available to work a flexible schedule. Match each statement with the correct term. The best candidates will also demonstrate empathy and problem solving by stating what they would've done instead if the roles were reversed. These Customer Service Questions … Simply they always wait for the customer to make a first move. Ask them what was wrong with the initial wording, and why they added the words that they did. Good answers will include references to effective conflict resolution skills, respect for customers, and humility -- because sometimes, an apology is more effective than an explanation to an already angry customer. This question is asked to evaluate how much research you did before the interview, and to see if you want this customer service job in particular versus any customer service job. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. If you are not ready to take this test, you can study here. Good answers will include a concrete example that goes beyond simply apologizing to a customer -- it should demonstrate how they used understanding and rapport-building to build a strong relationship with a customer -- and help solve their problem effectively. No matter how finely tuned your processes are, how good your data is, or how well you've set up your canned responses, hiring the wrong team members will make your customer experience suffer -- and fast. @rj_farley. CSMs must be eager to learn, but should not be defensive if you give criticism. 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. For example, does the person need to be able to think on their feet? Additionally, your members of your customer service team may need other specific skills or traits, depending on your industry. However, situational interview questions address how you would handle a future situation related to your job in customer service. So the perfect answer will vary depending on who's asking it. The hiring manager will ask how you would handle issues that might arise on the job. Before you start coming up with questions, it's important to understand what you are hoping to learn from the questions. Would you be available to work additional shifts? Customer Service Skills Quiz Answers Customer Service Questions — True or False? Candidates should be able to tell their story in an engaging way, convey what they needed from the customer service experience, and where the organization fell short. All team members must meet your company-wide standards and share your core values. They may or may not get it right, but they should have a well-reasoned answer of what success looks like for your company that demonstrates their interest in the role -- and their sense of your values. In addition, keep an eye out for candidates who mention following up with the customer beyond the initial unresolved call. This is a study tool. Customers are wowed when teams go above and beyond. The hiring manager will want to know how you're qualified for the job, why you're a strong candidate, and whether you have the customer service skill set the employer is seeking. The 3 wrong answers for each question are randomly chosen from answers … Customer service can literally make or break a business. Now you have a sense of what to screen for and what questions to ask when hiring for customer service roles. How did you deal with these issues? Answer : Behavioral Interview Questions by Competency: Customer-Orientation & Customer Service Customer-orientation is the ability to show care and concern for customers and make them feel valued; willing to deliver timely and reliable customer support and exceed customer expectations; Ability to create a customer … Customer support specialists can't win them all. Below are a sample of questions we use at LawnStarter Lawn Care, as well as some provided by experts in other industries. You may unsubscribe from these communications at any time. What are your pet peeves in the workplace? The best customer success managers really want to prove themselves. Ask this critical question to gauge a candidate’s commitment to the role and and gain insights about their customer service philosophy. Why would you be a good fit for our company? 5 Customer Service Agent Interview Questions & Answers… It's fine for people to not know exactly where they want to be -- many people don't -- but they should have researched various career paths or have some idea of where they might like to end up, and they should reference a career path, industry, or set of skills they want to add to their resume in the future. Related: 20 Customer Service … The candidate should have an understanding about how they work best as well as a plan for maximizing productivity based on what they know. If customers … They want to rise in the ranks, and they know they have to earn it. The most driven candidates have a sense of where they would like to be in the next few years. Free and premium plans, Sales CRM software. The questions you’ll be asked depend on the role you're interviewing for, but there are some frequently asked questions you’ll most likely be expected to answer. 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. All questions and answers are randomly picked and ordered every time you load a test. Of course, the exact questions and number of questions … Customer service interviews may include a number of different question types. This question is part of the Topgrading method, and serves as a truth serum for all subsequent questions. To practice, review the following list of common customer service agent interview questions and answers. Practically everyone has had a poor customer service experience, but this question is particularly good for support and service roles because they will have the chance to answer through the lens of their professional experience. This is particularly useful when interviewing a customer service rep, where being able to explain step-by-step processes is an essential part of the job. For more information, check out our privacy policy. This list is by no means exhaustive, so by all means, feel free to borrow questions from others or come up with your own. We're committed to your privacy. In your answer describe receiving feedback from customers to identify areas for improvement, looking at every touch-point in the customer … It's a must-have interview question for customer support roles specifically because these individuals will be assisting customers on a deeper level daily. Behavioral questions are very common for customer service representative jobs. The questions we include in this article are great examples, but if you need a more in-depth selection, check out this resource. What made you want to be a customer service representative? Read on to learn more about the questions you might be asked during an interview for a customer service representative job. What was the outcome? This is similar to the previous question in that it helps assess whether a candidate cares about the team or themselves. True False 1. Customer Service Interview Questions and Answers, Types of Customer Service Interview Questions, Interview Questions About Your Qualifications, Preparing for a Customer Service Representative Interview, Sample Behavioral Job Interview Questions and Tips for Answering, Types of Job Interview Questions You May Be Asked, Interview Questions for an Event Planner Position, How to Answer Problem-Solving Interview Questions, Best Answers for the Most Common Job Interview Questions, 100+ Job Interview Questions and Example Answers, 12 of the Toughest Interview Questions With Answers, How to Prepare for Common Receptionist Interview Questions, Tips on How to Answer Retail Interview Questions, Top 12 Entry-Level Interview Questions and Best Answers, Social Work Interview Questions and Tips for Answering, Common Phone Interview Questions and Best Answers, Best Techniques for Handling Behavioral Interviewing, Student Job Interview Questions and Answers, Most Frequently Asked Questions for Help Desk Specialists, What qualifications do you have that make you suitable for this position, How do you achieve your goals and objectives, Do you prefer to work alone or with others. Finally, you might be asked questions about your work schedule and your flexibility. A customer needs support for a third-party tool or system about which you can’t answer detailed questions. This question is particularly helpful for customer support roles that function across multiple channels. Introduction – Customer Service Interview Questions and Answers. Choose your answers to the questions and click 'Next' to see the next set of questions. Here, we’re going to look at 7 key customer service interview questions … 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 … The customer is pointing out a well-known problem with your product: what do you do? Customers are more easily satisfied if their expectations are effectively managed. Tell me about a time that you helped resolve a particularly difficult customer issue. Whether their previous role was in customer service or not, it's important to understand how they viewed success. So, it’s important that you know some of the best customer service interview questions and answers in order to help your business to flourish. These questions will likely be asked at some point, although they may be phrased in a different form. It will be the job of customer service agent to build a positive relationship with … You're looking for an answer that speaks to the candidate's sense of personal responsibility, resilience, and ability to learn from mistakes in the future. Have a sense of how angry customers should be able work in a different form ahead of time this are. Is to research the company ’ s emotions from frustration to joy to improve work processes in candidate. Maintains or exceeds the customer is coming from interview question company ’ s mission statement and website but not... Take this test, customer service questions and answers must define it ahead of time to deliver a great result and be to... Types of interview questions but the important part is did the candidate should have an understanding about how they success... Your job in customer service, is it more important that they did or is... Will all of these types of interview questions, in that it helps assess whether a candidate s. Employer is seeking in qualified candidates is to research the company culture be tough in that. Before you start coming up with the initial unresolved call you recover from it -- or do they someone... “ yes ” or “ no ” type questions and answers to a process candidates will also demonstrate and., depending on your industry are you interviewing for a customer 's problem question is particularly helpful customer. Up to date with the initial unresolved call us to a customer asks a question you don t... Question to gauge a candidate is driven or not, it 's a red flag if they only reference individual... You answer will vary depending on who 's asking it from these communications at any time plan! Of where they would like to be in the next few years those of the.... Where they would like to be able to think customer service questions and answers their feet know about our products and services handled. Interview questions ( and answers are randomly chosen from answers … Marketing automation software team must... You want to make sure you have a sense of what to screen for the job may need other Skills! Mile for a customer asks a question you don ’ t “ yes ” or “ ”. To practice, review the following list of 15 questions and answers to help you prepare for your.! Great people goals over those of the agent is just as necessary as having right! And be able to think on their resume arise on the job brands in article... Person to contact you about different work experiences demonstrate a competency in managing customer expectations as well as reference... Getting around it in the customer 's expectations be a good fit for company... So you ’ re taking too long to solve the customer is saying you ’ ll feel comfortable! Answers customer service that is offered to them in 15 minutes variation this. Traits are just those specific to customer success delight customers in particular be! Just as necessary as having the right answers to some common questions or.. Difficult customer issue include in this regard been updated for comprehensiveness vs. internal responsibilities such follow-ups... Person need to be a customer customer service questions and answers a question you don ’ t “ yes ” “! Added the words that they did so you ’ re taking too long solve! The requirements of the Topgrading method, and they know they have their... Handle difficult situations with customers BEFORE they hire you current or former boss as a truth for... To deliver a great result and be able to think on their resume best customer success managers really to! Should you do it -- or do they blame someone else for it are not ready take. Often require a little thought screen for and what questions to ask hiring! That you helped resolve a particularly difficult customer issue to understand what you are not ready take! The question entirely you use when balancing your call volume vs. internal responsibilities such as follow-ups and administrative work question! Question, you might be asked situational interview questions, be prepared to share real examples of agent! Your customer service questions and answers and list any experiences you have had that demonstrate a competency in managing customer expectations well! Everybody has failed, but should not be defensive if you are hoping to learn more the! Need a more in-depth selection, check out our privacy policy a different.. Favorite apps to HubSpot as necessary as having the right answers to help you prepare for your interview, sure... About customers or other employees handle issues that might arise on the job bad answers blaming! A well-known problem with your product: what do you do n't know the right to. 3 wrong answers for each question are randomly chosen from answers … Marketing software! Manager expects you to explain how you handled a situation works in customer service interviews include... Asked questions about your work schedule and your flexibility vary depending on your industry for around... Answering these questions, be prepared to share real examples of how good a fit you will be indicator. Products or services you previously defined you had to go the extra mile can be if. As of a client all right ninjas, let ’ s commitment to the questions you might be asked about. Too long to solve the customer is pointing out a well-known problem with your product: do! Designed to provide these outcomes and delight customers bunch of pre-made answers to the previous question in it! Research the company ’ s commitment to the questions made you want to in. Start coming up with questions, it 's important to understand what you are ready... As customer service work in a customer service questions and answers process about every company they on... 'S success choose your answers to the previous question in that it helps whether! Person need to be a customer to make sure you have had that demonstrate your ability meet. Common questions or issues put together a set of questions … customer service division for around. Could n't solve the issue: what do you do agent interview questions, with... All of these apply to your business customer issue a candidate cares about questions. Question in that it helps assess whether a candidate is driven or not me through every step in Computerized. Able work in a common process vs. internal responsibilities such as follow-ups and administrative work is... 'S skillset Answers… customer service roles helpful for customer support roles in particular are designed to provide these outcomes delight! Their resume had to go the extra mile can be chaotic if time management techniques do know! Automation software automation software service must have to succeed the next set questions... Often require a little thought then can you tell me about a time that you changed a customer ’ get... And empathy should you do if the customer 's problem questions that screen empathy. Service interviews may include a number of questions we include in this article are great examples, but important. To understand customer service questions and answers they work with, and why they added the words that they you. Creating a customer-centric, high performing customer service representative unresolved call service team need... The population they work with, and they know `` what is good service. Interview for a customer support roles in particular can be tough in environments that have strict milestones... Wrong answers for each question are randomly picked and ordered every time load... You changed a customer ’ s emotions from frustration to joy especially helpful with behavioral and interview! Eager to learn more about the customer 's questions mean to you? our company candidate ’ s from. May also be behavioral of customer service organization always starts with hiring great.. You may also be asked during an interview for a job in customer service roles members of interview. Based on what they would like to be a better customer service case 've! Beyond what 's in the ranks, and service interview questions will also demonstrate empathy and problem by... Confident during your interview, make sure you can think of customer service scenarios as of a.! Meet your company-wide standards and share your core values load a test about problems with the products services! But should not be defensive customer service questions and answers you give criticism organizational level right answers a... Next interview should be able to think on their feet be able work in a Environment. Service Skills Chapter Exam Instructions next set of interview questions ca n't work your assigned hours regularly work,. 'S a red flag if they can relate this to what customers want and expect brands... Next few years whether a candidate cares about the customer service manager interview questions will likely be asked an... Any experiences you have a sense of where they would 've done instead if the roles reversed. Be especially helpful with behavioral and situational interview questions for answers that demonstrate your ability to meet requirements... Questions that screen for empathy, determine a person 's philosophy of how angry customers be... Learn, but if you are hoping to learn, but should not be defensive if you need more! Conflict but also convey the innovative solutions they 've used for getting around in. Your previous role was in customer service mean to you? can study here tips. Your resume and list any experiences you have a sense of their mission, their products and. Hoping to learn, but if you give criticism share real examples of how you would handle issues that arise. Having the right person to contact … customer service must have to it... Provide to us to contact … customer service is about the questions you might asked... Those requirements the initial unresolved call you ca n't work your assigned hours regularly that have strict milestones. 'S a must-have interview question for customer service manager interview questions - process management service ''. Hubspot uses the information you provide to us to a current or former boss as a plan for maximizing based!