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Customer Service Interview Questions

By Admin
Last update: 01 Jul 2020, 15 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

Here in this article, we will be listing frequently asked Customer Service Interview Questions and Answers with the belief that they will be helpful for you to gain higher marks. Also, to let you know that this article has been written under the guidance of industry professionals and covered all the current competencies.

1. What do you do when your customer points out major issues reading any service?
  • Validate if this is an actual issue
  • Identify the reason behind it
  • Find the most straightforward approach to get that issue fixed
  • Fix the issue
  • Do the sanity testing to make sure the issue is fixed
  • Identify other areas to see if this change has affected them or not.
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2. Tell me about a time when a customer was reporting a technical issue that you didn’t know the answer to. What was your approach, and how did it end up?

If you have experienced this, then share your experience with the interviewer truthfully.

If not, then remember the basic rule: Never say, “I don’t know.” Instead, you can say I will get back to you with the information you have requested. Then talk to your supervisors and get the solution; otherwise, you can redirect the call to them.

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3. When responding to a customer, how do you decide what information to include and what to leave out?

While responding to the customer, first of all, I will make sure to show some gratitude towards the customer for their effort. Then after analyzing the customer’s request, I will provide all the possible solutions that can be offered. I will not include anything that misleads the customers.

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4. In your past work, have you ever received negative feedback from a customer? What did you do with that feedback?

Share your experience if you have ever received some feedback like this. Be honest and share your experience; there is nothing wrong with getting negative feedback. Feedbacks are always useful, whether they are negative or positive.

But make sure these behavioral interview questions are specially designed to root out your responses and to judge you if you’re actually a relevant candidate for the profile or not.

Answer it to show some positive attitude that you will take those negative feedback positively and try all the possible ways to improvise on them.

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5. How would you handle a customer you can’t understand?

Here you have to be straight forward if you can’t understand what your customer is saying, ask them to explain.

The best approach is you can repeat back to the customer what you understand by their explanation; so that you both will get on the same page.

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6. What are the qualities of customer service?
  • Communication skill
  • Problem-solving skill
  • Friendly attitude
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7. 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.

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8. “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.

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9. 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
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10. 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.

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11. 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.

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12. 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.

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13. 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
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14. 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
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15. 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.

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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.