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Customer Service Interview Questions

By Umesh Singh
Last update: 01 Jul 2020, 10 Questions

If you are a fresher and preparing for your first-ever customer service interview, it is most likely expected that you will be nervous or wondering what to expect from this job. Before going for an interview, it is recommended to know a bit about this profile.

Customer service is one of the most wanted profiles. Companies from all the industries are expected to interact with their customers and try all the possible ways to keep them happy and satisfied. In this article we are mentioning all the latest customer service interview questions which are very helpful to crack your interviews. To interact with customers, they prefer various channels such as phone calls, emails, or chat. Nowadays, social media is very trending. In some cases, they provide interaction in person.

In this article, we will be covering some of the most commonly asked customer service interview questions and answers. Don’t worry if you are an experienced person and looking for a job change in the same profile; this article has enough questions for you as well, which will help you in your interview.

Interview Questions and Answers for Customer Service Position

1. What are the qualities of customer service?
  • Communication skill
  • Problem-solving skill
  • Friendly attitude
2. What does excellent customer service mean to you?

Excellent customer service is something to go above and beyond to keep their customer happy and satisfied with the products or services offered by your company. It means to show some extra care towards each customer so that they feel unique and essential and ready to interact with your company again in the future.

3. “The customer is always right” – do you believe in this adage?

This is a phrase said by various businessmen, and this has been adopted as a way to answer customer’s fulfillment in any business.

Deep inside, we all know the customer is always not right, but in my opinion, they should get the best services from us like other customers. This is something that keeps them returning to us again in the future.

Note: You should know the answer to this question very well if you are an experienced candidate since it is commonly asked in the customer service interview questions.

4. Is there a difference between customer service and customer support?
Customer Service Customer Support
Maintains tasks Maintains customers
Concentrates on costs Concentrates on revenue and the profit
Hierarchical execution Supportive execution
Technical surroundings Commercial surroundings
5. What is the best way to deal with an angry or abusive customer?

To deal with an angry or abusive customer, one should maintain a polite and professional manner with the customer while discussing. In case the customer has valid complaints, you can show some sympathy about it and try to make him understand that this is something that can’t be handled at my end, or it is out of our company’s guidelines.

6. Explain the terms CSAT and NPS.

Customer Satisfaction (CSAT) is basically a key performance indicator that is used to keep track of satisfied customers.

Net Promoter Score (NPS) means a metric for surveying customer loyalty for a company’s image, products, or any other administrations. This is being used by many companies as their CRM strategy.

7. Can you tell me about a customer who you found difficult to understand and how you approached that interaction?

In this scenario, I would try not to start the conversation about the complaint. I will let the customer tell his or her say about the problem even if I know what he is gonna say next. I will be a good listener at that time and will use that opportunity to build togetherness.

Note: You should know the answer to this question very well if you are an experienced person since it is commonly asked in the customer service representative interview questions.

8. What are the steps you should take to solve a customer service problem?

To solve a customer service problem, you only need to follow these necessary steps:

  • Define problem
  • Build solutions as per your ability
  • Select the solution
  • Implement it
  • Lastly, follow up on it
9. How important is good customer service for a brand or company?

Good customer service is essential because it helps us in various ways:

  • Raise in customer integrity
  • Raise the sale of your company
  • Create a positive aura of the company
  • Helps in strengthen the brand
Related Article: Bpo Interview Questions
10. Have you ever deal with an unreasonable customer? How did you handle it, and how would you handle it today?

Here you have to share your experience where you had a deal with an unreasonable customer successfully or not doesn’t matter.

These questions are asked to judge your emphasizing abilities and your calmness.

To handle this situation today, I would show some empathy towards the customer and deal with him in a very polite and professional way by maintaining the company’s guidelines.

Note: You should know the answer of this question if you are an experienced person since it is commonly asked in the customer service interview questions.

Conclusion

That’s it, and now you have gone through all the typical customer support interview questions. By preparing these questions and answers, you will be able to give your remark on the interviewer. Make sure to share your experiences in a lovely way. These are the things that reveal your character and the skills as well.

Last-minute tip: Before answering any question, take your time to formulate your thoughts. Don’t get over-excited with your answers. In the interview, it is essential to use your words wisely.