The hiring manager wants to know that you're serious about the role and find enjoyment in the responsibilities. Types of Customer Service Interview Questions Customer service interviews may include a number of different question types. If a candidate carefully addresses each point you’ve asked them to discuss, that means they’re an engaged and sincere listener. 3. Can you tell me about a time when you received poor customer service? One of the many responsibilities of a customer service representative is handling complaints from unhappy customers. What did you do with that feedback? In your past work, have you ever received negative feedback from a customer? If you don't, consider providing an example using one of the company's own services or products. ", 15 Customer Service Interview Questions (With Sample Answers), 9 Ways to Provide Excellent Customer Service. 4. What they want to see is that you're capable of recognizing your errors, learning from them and performing more effectively the next time you're faced with that situation. Can you give an example of how you handled alerting a customer when your product/service caused a major problem? I told him I was just as frustrated as he was that the coupon was no longer valid and offered him some alternative discount options.". 10. Use descriptors for yourself that align well with the necessary skills for a customer service representative in your answer. Reference: WomenCo. ", Related: 9 Ways to Provide Excellent Customer Service. You know what you consider to be great service; does your candidate have the same high expectations? Why should we hire you as bank customer service representative? 6. You won’t be left groping for questions, your interactions will be more memorable, and you’ll be able to standardize the circumstances under which you assess candidates. Every customer service support representative faces the issue of irritating or abusing customers. The same answer can be packaged in wildly different ways according to a customer’s temperament, and it’s important to know if your future teammate can adapt their tone. People who can talk about their interests and carry on a casual conversation typically perform well in a customer service role. There’s no greater skill for customer service employees than the ability to communicate clearly and with the appropriate level of detail. When interviewing potential support hires, you always run the risk of repeating the same questions, receiving the same answers, having the same small talk, and then promptly forgetting all the important details. 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. I think working in customer service is absolutely vital, since I'll get such a great feel for what customers need and want. Providing outstanding customer service is paramount for all companies — with 76% of consumers saying they view customer service as a “true test” of how a company values them, according to a 2015 Aspect report. Here are some good storytelling questions to get you started: An active listener is a prepared problem solver. The core of the interview will most likely focus on competency questions. 17. 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. What do you enjoy about customer service? The best candidates will be able to walk you through their approach to situations where they didn’t immediately have an answer. She left in a much better mood.". You can also zag by how you conduct interviews. 15. If the company issued specific guidelines to mitigate the problem, I would adhere to those.". If so, how? Before your interview, it’s important to “figure out your story. Most people will respond warmly (“A 9!”), but her follow-up coaches more candor into the dialogue: “How could they get to a 10?”. It can give them time to formulate their thoughts, and it can also result in them revealing more than they initially intended. 11. Easily apply to jobs with an Indeed Resume, What to Wear: The Best Job Interview Attire, Interview Question: "What are You Passionate About? 1. 5. Why is it something you’re interested … Can you tell me about a time when you received poor customer service? Hiring managers want to see that you understand the company's hierarchy and have a good command of in-the-moment problem solving to ensure you can meet the customer's needs. 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