Customer Service Interview Questions With Answers

Mirjana author

Mirjana Rajčić

Chief Business Officer

⏱ Reading Time: 9 minutes

With the rise of flexible time-work policy, remote work and an increasing demand for gig economy workers, customer service jobs seem to have come under the spotlight. The only thing you need is a computer and a good Internet connection, and you can work as a customer service agent from any place in the world.

🚀 Read Customer Service Agent Guide for Beginners 🚀

However, getting a customer service job and going through various job interviews with your potential employers can cause a lot of stress. Not to mention that if you are new in this field, there is a whole bunch of questions you might be asking yourself.

This is where we come to the rescue! We’ve singled out a few of the most common interview questions to help you out and make this whole process a walk in the park.

Let’s check them out.

How to Prepare for a Customer Service Interview?

The first step is to try and find out everything you can about the company you’re applying to. Dig deep in their website content, learn about their expertise, find out what their mission and vision is and how these agree with your views.

Research their products/services and think about how you can make a contribution by becoming a part of their team. Go through their social media channels and find out what kind of language they use when communicating with their customers.

Remember that the more information you have, the more prepared you will be to answer any kind of question. This will give an additional boost to your self-confidence and you will perform in the best possible light in your interview. All of this increases your prospects to get into the next evaluation round.

How to Define Good Customer Service?

Good customer service always has the same outcome – a happy customer. This isn’t always the easiest thing to do in the world. The amount and type of requests you get can be sometimes overwhelming. The kind of customer service a company provides depends mainly on its customers and the company’s expectations and mission. So in a way, it is difficult to provide a unique formula of „good“ which would work in all companies.

So one more important thing before you attend your customer service interview is to take a close look at the job ad and all responsibilities listed. This will give you a good first impression of what this company values.

Customer service interview preparation

Picture 1. Interview preparation

Apart from that, think about what you already know about customer service. Also research new trends and best examples. In this way your potential future employer will see that you are really interested in this job and that you are well-informed.

Also, don’t be afraid to tell something nice about your past professional experiences. This is not boasting, this is just letting your interviewer know which skills you have and how you use them. Think about the time you provided a solution for a problem you’ve experienced in your previous job (be it customer service or some other). Emphasize your contribution and what you learned from that.

8 Customer Service Interview Questions [With Answers]

A smile can open a thousand doors right from the start. So bear in mind that the most important thing during a job interview is your attitude. Be relaxed, friendly and smile when you come to shake hands – this already guarantees a great first impression. You can start with an informal chit-chat if you asses that the situation and your interviewer are suitable. Stay positive and look your interviewers in their eyes – this will give an impression that you are confident and that you’ve got everything under control.

Customer service interview questions

Picture 2. Customer service interview questions

What is Customer Service?

Interviewer’s point of view: 

This is a question where an interviewer wants to find out whether your definition of customer service matches the company’s values. With your response you are practically revealing what you consider to be your business values. So the interviewer here wants to check whether your values correspond to the criteria of customer service set by the company.

Answer example:  

In my opinion customer service is one of the most important parts of any business. Customer service representatives don’t only help customers in resolving their problems. They are here to turn every customer’s interaction with the company into an amazing customer experience. And by customer experience, I’m referring to meeting all expectations a customer can have, both in terms of products and services.

What Does Good Customer Service Mean to You?

Interviewer’s point of view:

If an interviewer asks you this question, one thing is sure – they are testing your perception of this job and your values, both as a customer service agent and as a customer. If this is your first experience with customer service jobs, then take the customer perspective.

Think about what would really make you happy as a customer. And feel free to search for good customer service examples on the internet before the interview for some inspiration.

Answer example:  

 I think that the number one feature of excellent customer service is patience towards customers. Good customer service needs to show that the company really listens to their customers’ problems. And most importantly it implies that the problems are resolved fast and efficiently.

I had a great experience a couple of weeks ago. I had to do a car-security check and my service company where I usually do these has reserved a slot to fix my tires. Unfortunately, I had to cancel at the last moment, because I had to attend an unexpected meeting. And after 5, 6 emails and calls with rescheduling and trying to find the best time for me, I really thought that they would lose patience. But they actually made the reservation and the customer service representative was really friendly and polite! This is what I call fantastic customer service.

What Do You Know About Our Product or Service?

Interviewer’s point of view:

This is where your preparation gets tested. It shows how much you’ve explored what the company does and how well you understand the key processes, as well as your general ability to do research. This is your signal to show off all you’ve done while preparing for this interview.

Answer example:  

XY company is focused primarily on small businesses. They are the primary target since you develop features that are for companies of smaller size. Apart from that, the XY company is looking into new job prospects. After launching new features, the company is targeting more prominent companies since these features are applicable to their needs. This is a great move since it will definitely increase the company’s revenue and market share.

Customer service skills

Picture 3. Customer service skills 

Why Do You Think You’d Be a Good Fit for Our Company?

Interviewer’s point of view:

If you get this question than the interviewer wants to make a connection to the company’s culture. This type of question is similar to „Why should we hire you’“. In this case the interviewer would just like to see if you would make a good fit into the company’s atmosphere and culture.

Answer example:  

After a thorough research on your company, I can see that you nourish a friendly company atmosphere and that you are making an effort to protect the environment as well as to optimize your business to be more sustainable. With my skills and expertise I would fit perfectly in such a company culture. I am a great listener, I’m always oriented towards solving a problem and I consider myself a good listener. I’ve gathered relevant experience and have an extremely positive attitude towards doing anything in my life, so I think I could be a valuable asset for your customer service team.

Why Do You Want to Work in Customer Service?

Interviewer’s point of view:

This is the moment where you can express your passion for customer service, for communication in general or just this brand or product that you as their employee would represent. List what motivates you to give your best – maybe there will be something that your interviewer is looking for.

Answer example:  

I am extremely flexible and I get a kick out of resolving problems related to customer service. I’m completely aware that communication with people is not always easy, but if the final outcome is a happy customer then there isn’t a problem big enough to discourage me.

Tell Us About a Time You Had to Deal with a Problematic or Rude Customer

Interviewer’s point of view:

This question is asked to check how you respond to stressful situations. The interviewer is primarily interested to see whether you handle difficult situations involving unhappy and rude customers with ease and what is your attitude towards cases like this.

Answer example:  

I remember one customer who called me because he had an issue with one of our features. He was extremely impolite and aggressive.

Throughout the whole conversation I kept my calm and I led him through the process. First I apologized for the inconvenience and asked him for a bit of patience while I look into the problem. When I checked in our system, we had no reported issues from the Q&A team.

After that I performed a deep check and after going to the back-end I realized that this customer didn’t activate this feature in the right way. Then I gave him detailed instructions on how to set up this feature. And finally, I’ve offered him assistance next time a new update or new feature comes out. He was really happy. He apologized a million times. He even sent a written apology via email and rated my service with 5 stars.

Tell Us More About Your Customer Service Experience

Interviewer’s point of view:

With this question the interviewer is simply interested in your previous work experience, related to the one you’re applying for. If you’ve had a lot of similar jobs in the past, you don’t have to go through all of them. Single out the most relevant ones or the ones where you’ve had the best results. If you don’t have much experience in this area, try to focus on some characteristics and skills you’ve gained, which are relevant for customer service. Some of the skills that are always welcome are great communication skills, ability to listen, patience, problem-solving, etc.

Answer example:  

In my previous position where I worked for XY years/months I’ve had a similar role, but it was more focused on sales and customer growth. While working in this position, I’ve learned a lot about customers’ needs and demanded customer service skills. I think that I’ve gained the best of both worlds – sales and customer service, and this is an extra perspective I can bring into your team.

What Are the Top Qualities of a Person Who Needs to Deliver Reliable Customer Service?

Interviewer’s point of view:

This question is also closely connected with your preparation for the interview. Every company has its own values which they nourish. For example for some companies put an extra emphasis on fast response time, others on customer satisfaction or meeting the customers’ expectations. Be honest when replying and try to keep in mind what your research about this company has shown, and finally how your role fits in the entire process.

Answer example:  

I truly believe that the most important thing is to be patient and warm with customers. It will leave a good impression on customers, it may soften their anger or distress about their issue and they will eventually have a better customer experience. On the other hand being kind is not enough. It is crucial for me to be able to solve all customers’ issues efficiently and the fastest possible.

How to Make the Best Impression on the Interview?

You can never be fully prepared for all kinds of questions. On the other hand there is a lot you can do before the actual interview. The company’s website gives a great insight into their values and goals, their social media activities can tell a lot about how they interact with their customers and you can find out everything about their product/service online. You can even try and use it to get more acquainted with possible issues they might experience.

Take a look at the most outstanding customer service skills for great customer service and see what you can present and bring into the team. If you have time, you can always learn more with online training courses for the agents.

Interested in Paldesk Live Chat and Helpdesk for your business? Learn more about how live chat can create a personal connection with customers.

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Customer Service Interview Questions With Answers was last modified: July 6th, 2020 by student@paldesk.com
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