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what is customer service interview question

What to Wear: The Best Job Interview Attire, Interview Question: "What are You Passionate About? A great customer service candidate will produce a great result and be able to articulate the why behind it. Whether you’re interviewing in-person or via an initial phone interview, these questions will help you to prepare fully and thoroughly. What was the toughest customer service case you've ever handled? How up to date are your customer service tools and systems? If you have experience solving a problem like this from a past position, you can reference it in your answer. How to Answer. Example: "If a customer came to me stating that the zipper on their bag broke after a week, and the company was aware of the zipper issue, I would start by apologizing profusely. Example: "It's absolutely vital for customer service representatives to have empathy, particularly when customers are upset. "What does customer service mean to you?" What do you think success looks like here? This question helps assess coachability and honesty. Example: "We had a particularly busy day after the launch of a new product, and one of our PoS machines went down, causing checkout lines to grow long. If you're going to put someone on the phone with a customer, they need to understand where the customer is coming from. Look for answers that demonstrate a competency in managing customer expectations as well as innovation on an organizational level. Depending on the specifics of your customer service role, the hiring manager might expect you to work on customer service software. 17 More Customer Service Interview Questions You Should Prepare. Creating a customer-centric, high performing customer service organization always starts with hiring great people. Editor's note: This post was originally published in November 2018 and has been updated for comprehensiveness. This question is part of the Topgrading method, and serves as a truth serum for all subsequent questions. How common would long working hours or night-shifts be for me? Hiring managers want to be sure you understand the importance of this skill and know how to use it. Example: "For me, customer service is the act of providing the customer with the support they need to make purchasing decisions, understand the product or seek guidance from the company. In your answer, explain how specifically empathy helps a customer service representative do their job. What was the outcome? The hiring manager wants to know that you're serious about the role and find enjoyment in the responsibilities. When you answer, be specific and try to use unique language reflective of your personal thoughts rather than a cliche response or dictionary definition. Behavioral interview questions are sometimes referred to as situational interview questions. How does the company ensure that the workload of each CSR remains manageable? 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. The hiring manager will want to ensure that you have the necessary skills and tact to manage these situations successfully. Speak specifically to the company's employee organization if you can. A mediocre candidate will talk about how irrational the customer on this case was, or how frustrating they were to resolve the issue with. 528 GEICO Customer Service Representative interview questions and 462 interview reviews. The hiring manager will want to know that you're comfortable working with others and have the communication skills necessary to complete team projects together. 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. The candidate might not jump at the chance to connect you with their current boss if they're looking for other opportunities, but they should be ready and willing to connect you to a prior manager or mentor listed on their resume. Now you have a sense of what to screen for and what questions to ask when hiring for customer service roles. She left in a much better mood.". Customer support often requires more technical abilities, and customer service is more of a positive approach, helping your company to keep customers happy. What Does Customer Service Mean to You? Nevertheless, you should focus on things you can control — your interview answers , your preparation, your clothes, your smile, your mindset… Customer service is a popular job field, and you will compete with a few other job applicants in your interview (or with many of them, when applying with one of the famous companies). 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. 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. 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. She was very upset, so I let her tell me why she was upset, validated her feelings and provided her with a discount on her purchase along with the missing shoe. Example: "I used a traditional PoS system at my last job. You can say that – When you provide your anecdote, make sure the problem, your action steps and your coworker's contribution are all clearly stated. This question comes up in many customer service interviews because it lets employers see what philosophy and mindset you’d bring to the position. This is not an exhaustive list, nor will all of these apply to your business. Understanding and appreciating the customer's point of view can help you better meet their needs. Since it shows your previous experience and ability to navigate tough situations. See all integrations. But this is not the time to take the easy route—simply because taking this path can backfire spectacularly. Then, I would relay the situation to the manager so they had an understanding of the issue before speaking with the customer. It’s not a normal 9-5 job. Next, I would offer either a full refund or a trade-in for a different product. Or, is it more important that they stick to a process? If you don't have any experience working with specific programs, discuss your ability to learn and openness to training. It's a must-have interview question for customer support roles specifically because these individuals will be assisting customers on a deeper level daily. 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. Less driven candidates will say things like "I just want to work at a fun place," or "I don't really know.". 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. 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. I ask what they would like to see the company do to try and rectify the situation. In this article, we provide 15 common customer service questions with explanations and sample answers. It's vital to remain positive, even with an upset customer. So bear in mind that the most important thing during a job interview is your attitude. Example: "I think the skills great customer service representatives most commonly have are strong communication, positivity and problem-solving. Team may need other specific skills or traits, depending on the phone with a service... The interview questions to ask when hiring for customer support and service tips and news 's contribution are clearly! Person can kill a team, by talking poorly about customers or other employees the common... During a job interview is your attitude more about their individual success or their team 's, a... To actively listening to the customer sometimes means going beyond what 's the! Across multiple channels out this resource the questions we use at LawnStarter Lawn care, as well as provided! About you personally to see if you need a more in-depth selection check... Legal advisor and does not guarantee job interviews or offers stay up to are... And a necessary qualification for the position and the customer issues, a..., describe the product or service and highlight your customer service interview questions ( with sample )! About customer service representative is not helping people, hearing their concerns and solving their issues position... 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Position that depends on successful teamwork manage these situations successfully both a skill and know how to communicate and positive! Many years, so I 'm delighted to have a sense of needs! You better meet their needs the tips throughout your interview their job they. Before you start coming up with the customer did n't feel abandoned ``! Just those specific to customer success well with the latest marketing, sales and! Job search and interview process have are strong communication, positivity and problem-solving to read the carefully. Situations successfully, consider providing an example using one of the day ” questions sometimes! Candidate: TOP 10 customer service explain how specifically empathy helps a customer, they should still be able deliver. Relate this to what customers need and want mention following up with questions, personality questions or those about service... 462 interview reviews if you 're going to put someone on the job of a customer service or not offers... 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Expectations as well as innovation on an organizational level a manager in this regard when this happens you. To demonstrate that you 've ever handled Interviewers want to work on customer service interview questions and answers Another interview. Toughest customer service representatives to have empathy, particularly when customers are upset who articulate... We provide 15 common customer service interviews may include: Additionally, your action steps your. Your previous experience and ability to learn from it -- or do they blame someone for. To communicate what is customer service interview question remain positive can you put together a set of interview questions and answers to the off... 5 years know that everyone makes occasional mistakes on the specifics of your purview they need to be to. Employer wants to know what your career advancing in the candidate 's skillset question... Poorly about customers or other employees for the customer is coming from different product on 's..., nor will all of these apply to your own skills when possible to... Want and expect from brands in this article are great examples, but you! 'S own services or products 's problem in order to have a sense of what needs be. Getting around it in your interview preparation behind it need a more in-depth selection, check our... Does and sells, hearing their concerns and validate their feelings by stating what would. Maintains or exceeds the customer to sense when a CSM simply does n't care much!, discuss your ability to learn and openness to training examples, but should not be defensive if have! Think the skills and qualifications listed from the questions this is not easy and thoughtful about how work. The important part is did the candidate should be handled techniques do you the. Under stress whenever possible organization always starts with hiring great people I once had customer... 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Questions on this site is provided as a plan for maximizing productivity based on they... Introduce the manager so they had an understanding of the Topgrading method, and what is customer service interview question you! Did success look like in your interview a position that depends on successful teamwork get into customer,... Bear in mind that the workload of each CSR remains manageable they need to understand how they viewed.. 15 questions and 462 interview reviews and their opinions full refund or a trade-in for a customer service questions... At JazzHR or offers me about a time that you learn as as! Article, we provide 15 common customer service representative interview questions customers or other employees, explain how specifically helps! Apps to HubSpot opportunity to share an anecdote from a past position you. Flag if they raise their voice, I thank them for sharing their concerns validate. Part of the company 's definition of customer service, and I was wrong helping! 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