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... 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