17 Customer Service Liaison Interview Questions and Answers

A customer service liaison is responsible for maintaining relationships between a company and its customers. This position is important for ensuring customer satisfaction and retention.

If you’re interested in becoming a customer service liaison, you should be prepared to answer customer service interview questions. These questions will assess your customer service skills, as well as your ability to handle difficult customer service situations.

In this guide, we’ll provide sample customer service interview questions and answers that you can use to prepare for your interview.

Are you comfortable working with a team of people to provide customer service?

Customer service liaisons often work with a team of people to provide the best customer experience. Employers ask this question to make sure you’re comfortable working in a collaborative environment and that you can communicate effectively with your team members. In your answer, explain how you enjoy working as part of a team and what skills you have that help you collaborate well with others.

Example: “I love collaborating with my colleagues to solve problems for customers. I find it helpful to bounce ideas off other team members when I’m trying to come up with solutions to challenging situations. I also think it’s important to share credit with my coworkers when we all do our jobs well. For example, if someone on my team finds an innovative way to improve our customer service, I would be happy to give them recognition for their idea.”

What are some of the most important qualities for a customer service liaison?

Employers ask this question to make sure you have the skills and abilities needed for the role. They want someone who is organized, friendly and empathetic. When answering this question, think about what your previous employers valued in you. Try to include those qualities in your answer.

Example: “I believe that empathy is one of the most important qualities a customer service liaison can have. It’s our job to understand how customers feel when they call or email us with questions or concerns. I also think it’s important to be organized because we are often juggling multiple tasks at once. Finally, I think it’s important to be friendly because we interact with customers all day long.”

How would you handle a situation where two customer service representatives are arguing about who is responsible for solving a problem for a customer?

This question can help the interviewer assess your problem-solving skills and ability to work with others. Your answer should show that you are willing to collaborate with your team members, but also take responsibility for your actions.

Example: “I would first make sure both representatives understand the customer’s issue. Then I would ask them to explain their side of the story. After hearing both sides, I would determine who was responsible for solving the problem. If it is a shared responsibility, I would offer to help solve the problem together.”

What is your process for resolving customer complaints or issues?

Customer service liaisons often need to resolve customer complaints or issues. Employers ask this question to learn about your process for resolving these types of problems and how you handle them. Use your answer to explain the steps you take when working with customers who have concerns. Explain that you try to be empathetic and helpful in all situations, even if a customer is upset.

Example: “I always start by listening to what the customer has to say. I make sure they feel heard and understood before moving on to problem-solving. After hearing their complaint, I research the issue to find out more information. Then, I work with my team to solve the problem as quickly as possible. In some cases, we can fix the problem right away. If not, I communicate with the customer regularly until the issue is resolved.”

Provide an example of a time when you went above and beyond to help a customer and solve their problem.

This question can help the interviewer understand your dedication to customer service and how you might approach a similar situation in this role. Use examples from previous roles or include stories about helping friends or family members with their problems.

Example: “In my last position, I had a regular client who was having trouble finding the right gift for his wife’s birthday. He would call me every week asking for suggestions, but he never seemed satisfied with any of them. Finally, I asked him what she liked to do for fun and found her an experience that they could enjoy together. She loved it, and he thanked me repeatedly for all of my help.”

If a customer calls in with a problem and you don’t know the answer, what is your process for finding the solution?

This question can help the interviewer determine how you handle uncertainty and whether you are willing to ask for help. Your answer should show that you value your coworkers’ opinions and expertise, even if you don’t need them to solve a problem on your own.

Example: “If I am unsure of the solution to a customer’s issue, I first try to find out as much information about their situation as possible so I can better understand what they are looking for. Then, I will call my supervisor or another coworker with more experience in this area to get their opinion on the best way to resolve the issue. If they have any additional advice, I will relay it to the customer and follow up with them after our conversation to make sure everything is resolved to their satisfaction.

What would you do if you were unable to find the answer to a customer’s question and they were getting increasingly frustrated?

This question can help the interviewer determine how you handle challenging situations and whether or not you have the ability to problem-solve. In your answer, demonstrate that you are willing to do whatever it takes to find an answer for a customer and keep them happy until you can provide them with the information they need.

Example: “If I was unable to find the answer to a customer’s question, I would first apologize for my inability to help them and then ask if there is anything else I could do to make their experience more positive. If they still needed assistance, I would research the issue as thoroughly as possible before contacting my supervisor for additional support.”

How well do you handle stress and pressure?

Customer service can be a stressful job, especially when you’re working with customers who are upset or angry. Employers ask this question to make sure you have the ability to handle stress and remain calm in these situations. In your answer, share how you manage stress and provide an example of a time you did so successfully.

Example: “I am able to handle stress quite well. I find that if I take deep breaths and focus on my work, it helps me get through any difficult situation. At my last job, I had a customer who was very upset about their purchase. They were yelling at me and making threats. Instead of getting stressed out by the situation, I took some deep breaths and focused on calming myself down. Then, I listened to what they were saying and responded calmly. This helped diffuse the situation and allowed us to come to a resolution.”

Do you have any experience working with customer service software tools?

This question can help the interviewer determine your comfort level with using technology to complete tasks. If you have experience working with customer service software, describe how it helped you perform your job duties more efficiently. If you don’t have any experience with these tools, explain what other technologies you’re comfortable using and why they are beneficial for completing your work.

Example: “I’ve worked in customer service for five years now, but I haven’t had the opportunity to use a specific software tool. However, I am very familiar with Microsoft Office applications like Word and Excel. These programs allow me to create reports that summarize my team’s performance and provide valuable insights to management. I also use Google Drive to collaborate with my team members on projects.”

When a customer has a positive experience with your company, how do you encourage them to leave a positive review online?

Customer service representatives often have the opportunity to influence customers’ opinions of their company. When a customer has a positive experience, it’s important for you to encourage them to leave a review online so that other potential customers can see how satisfied people are with your company.

Example: “I always ask if they would be willing to write a review on our website or on an independent site like Yelp or Google Reviews. I let them know that we value feedback and use reviews as a way to improve our services. If they say yes, I give them my business card and tell them that I’ll send them a link to the review once it’s live.”

We want to increase the number of customer service calls that are resolved within five minutes. How would you help us accomplish this goal?

This question can help the interviewer determine how you would contribute to a company’s overall success. Use your answer to highlight your customer service skills and ability to work as part of a team.

Example: “I believe that one way we could increase the number of calls resolved within five minutes is by training all employees on the most common questions customers ask when they call in for support. This way, frontline employees can provide answers to these questions without needing to transfer the call to someone else. Another strategy I think would be helpful is implementing an online chat feature so customers can get their questions answered quickly.”

Describe your communication style.

Employers ask this question to learn more about your interpersonal skills. They want to know how you interact with others and whether or not you can communicate effectively. When answering, think of a time when you had to explain something to someone in a way that they could understand it. Explain the steps you took to ensure that person understood what you were saying.

Example: “I find that I am very good at explaining things to people. In my previous role as an administrative assistant, I often helped coworkers who needed assistance with their tasks. If someone asked me a question, I would first make sure that they understood what I was saying. Then, I would break down the task into smaller pieces so that they could follow along. I always made sure that they knew exactly what to do.”

What makes you qualified to work as a customer service liaison?

This question can help the interviewer determine if you have the skills and qualifications to work in this role. Use your answer to highlight your customer service experience, communication skills and ability to solve problems.

Example: “I am passionate about helping customers find solutions to their issues. I enjoy using my problem-solving skills to come up with creative ways to meet a customer’s needs. My previous job required me to act as a liaison between our sales team and our support team. When a customer had an issue that couldn’t be solved by one of our support representatives, they would contact me for assistance. I always made sure to listen to what the customer was saying and provide them with helpful information.”

Which customer service roles have you previously held that you would like to improve upon?

This question is a great way for employers to learn more about your experience and how you’ve grown as an employee. When answering this question, it can be beneficial to mention any skills or knowledge that you have gained over the years that you would like to apply in your new role.

Example: “In my previous position, I was responsible for handling customer complaints via email. While I am proud of the work I did in this role, I feel that I could improve upon my phone communication skills. I find that when speaking on the phone with customers, I am able to better understand their concerns and provide them with solutions. I hope to use these skills in my new role.”

What do you think is the most important aspect of customer service?

This question can help the interviewer understand your priorities and how you would approach customer service. Your answer should show that you value customers, their needs and their time. You can also mention a specific skill or quality that helps you provide excellent customer service.

Example: “I think the most important aspect of customer service is making sure that I am providing my customers with exactly what they need. This means listening to them carefully so I can learn about their concerns and find solutions for them. It also means being honest when something goes wrong and finding ways to make it right as quickly as possible.”

How often do you think customer service liaisons should meet to discuss customer issues and complaints?

This question can help the interviewer understand how you plan and organize your work. Your answer should show that you are organized, dependable and able to meet deadlines.

Example: “I think customer service liaisons should meet at least once a week to discuss any issues or complaints we have with customers. This allows us to stay on top of our responsibilities and ensure that all customer concerns are addressed in a timely manner. I also think it’s important for us to share what we’ve learned from each interaction so we can support one another as we solve problems.”

There is a customer service representative who consistently misses their quota. How would you address the issue?

This question can help an interviewer understand how you would handle a challenging situation. Use your answer to highlight your problem-solving skills and ability to work with others.

Example: “I would first meet with the representative to discuss their goals for the month, as well as what they’re doing to achieve them. If I notice that they are missing quotas because of a lack of training or resources, I would offer my assistance in helping them learn more about the company’s products and services. If it seems like they aren’t putting forth enough effort, I would let them know that I expect them to reach their quota by the end of the month.”