Interview

18 Customer Service Representative Interview Questions and Answers

Learn what skills and qualities interviewers are looking for from a customer service representative, what questions you can expect, and how you should go about answering them.

Customer service representatives are the frontline of customer relations. They are the ones customers turn to when they need help with a product or service. They also act as the company’s representative to the customer.

In order to work as a customer service representative, you need to be able to handle customer complaints and inquiries. You also need to be able to provide information about the company’s products and services. To help you prepare for your interview, we have listed some common customer service representative interview questions and answers.

Common Customer Service Representative Interview Questions

What do you think are the three most important skills for a customer service representative?

This question is a great way for the interviewer to learn more about your customer service skills and how you would apply them in their company. When answering this question, it can be helpful to list specific examples of when you used these skills in previous roles.

Example: “I think that three important skills for a customer service representative are active listening, problem-solving and empathy. In my last role as a customer service representative, I had many customers who were upset or frustrated with our products or services. Being able to actively listen to what they were saying helped me understand their concerns better so I could solve the issue. Empathy was also an important skill because it allowed me to put myself in the customer’s shoes and try to understand why they felt the way they did. Finally, being able to problem-solve helped me find solutions to issues quickly.”

What do you think sets excellent customer service apart from average customer service?

This question can help interviewers understand your perspective on customer service and how you would apply it to their company. When answering, consider what makes excellent customer service in your experience and why it’s important.

Example: “I think the most important thing that sets excellent customer service apart from average customer service is empathy. I believe that when a representative understands and cares about the needs of their customers, they’re more likely to provide an exceptional experience. In my last role, I had a manager who always stressed this point. She told us that if we were ever unsure of how to handle a situation, our best bet was to put ourselves in the shoes of the person we were helping and try to solve the problem from their perspective.”

How do you think technology is changing the customer service landscape?

Customer service representatives need to be able to use technology effectively. Employers ask this question to make sure you’re aware of how technology is changing the industry and that you can adapt to these changes. In your answer, explain two or three ways technology has changed customer service. Explain what you would do differently if you were in a customer service role.

Example: “Technology is definitely changing the landscape of customer service. Customers are expecting more from companies because they have access to so much information about products and services online. I think it’s important for customer service representatives to be knowledgeable about the products and services their company offers. This way, we can provide customers with answers to their questions quickly and efficiently.”

In your opinion, what is the best way to handle an angry or upset customer?

Customer service representatives often have to deal with upset or angry customers. Employers ask this question to make sure you know how to handle these situations in a professional way. In your answer, explain that it’s important to remain calm and respectful when dealing with an upset customer. Explain that you would try to understand their concerns and help them solve the problem as quickly as possible.

Example: “I think it’s very important to remain calm and respectful when handling an upset customer. I would listen carefully to what they are saying and try to empathize with their situation. If there is anything I can do to help resolve the issue, I will offer my assistance. For example, if a customer is having trouble with their order, I might offer to send out another shipment at no cost.”

What do you think are some effective ways to upsell products or services?

Upselling is a sales technique that involves encouraging customers to purchase more expensive products or services. Employers ask this question to make sure you know how to use your customer service skills to increase their company’s revenue. In your answer, explain two or three ways you would upsell products and services to customers.

Example: “I think the best way to upsell is by asking questions about what they’re looking for in a product or service. For example, if someone comes into our store looking for a new laptop, I might ask them what they like about their current laptop and what they don’t like about it. Then, I can show them some of our most popular laptops that have similar features as their current one but are also compatible with different software.”

Do you have any experience handling billing problems or issues regarding account status?

This question can help the interviewer understand your experience with customer service and billing. If you have previous experience, share a specific example of how you handled it. If you don’t have any experience, you can talk about what you would do if faced with this situation.

Example: “In my last position as a customer service representative for an internet provider, I had to handle many billing issues regarding account status. One time, a client called in asking why their bill was so high. After checking their account, I noticed they were using more bandwidth than usual. I explained that there was nothing we could do about the bill since it was already due. The client understood and thanked me for explaining.”

Have you ever had to deal with a difficult customer issue that required creative problem-solving?

Customer service representatives often have to solve problems for customers. Employers ask this question to learn more about your problem-solving skills and how you’ve used them in the past. In your answer, share a specific example of when you had to solve a customer issue that was unique or challenging. Explain what steps you took to find a solution.

Example: “At my previous job, I once had a customer who called me because they were upset with their purchase. They said that they ordered a certain item but received something completely different. When I asked if they wanted a refund or replacement, they said neither. Instead, they wanted me to send someone out to pick up the incorrect item so they could use it as a decoration.

I thought this request was strange, but I told them we would be happy to do that. We sent someone out to get the item and then mailed it back to them. The next week, they called again to say they loved the new decoration.”

What do you think is the most important thing to remember when working with customers?

This question can help the interviewer understand your customer service philosophy. Your answer can also tell them how you would approach working with their customers. When answering this question, it can be helpful to refer back to a specific experience that helped you develop your philosophy.

Example: “I think the most important thing is to remember that each person has different needs and expectations when they call or visit our business. I try to treat everyone as an individual and make sure I am listening carefully to what they are saying. This helps me better understand their concerns and find solutions that work for them.”

In your opinion, what are some effective ways to build rapport with customers?

Customer service representatives must be able to build rapport with customers in order to provide excellent customer service. Employers ask this interview question to see if you have any special techniques for building rapport quickly and effectively. In your answer, share two or three ways that you can connect with customers on a personal level.

Example: “I think it’s important to show empathy when speaking with customers. I always try to put myself in their shoes and understand what they’re going through. Another way I like to establish rapport is by asking open-ended questions. This helps me learn more about the customer and shows them that I’m interested in getting to know them better. It also gives me an opportunity to explain how our company can help them.”

Do you have any experience using sales techniques to close deals? If so, could you please describe how you typically go about doing this?

Customer service representatives often need to close deals with customers in order to meet sales goals. This question helps employers understand how you might approach this task and whether or not you have experience doing so. If you do, share an example of a time when you closed a deal for your previous employer.

Example: “I’ve never had to use sales techniques to close a deal, but I am familiar with the process. In my last role as a customer service representative, I helped a customer find the right product by asking them questions about their needs and preferences. Then, I used that information to help them find a suitable solution.”

Are you familiar with any industry-specific software or technology that is commonly used in customer service environments?

Customer service representatives often use software and technology to help them perform their jobs. Employers ask this question to make sure you are familiar with the tools they use in their company. Before your interview, research what types of software or technology the company uses. In your answer, let the employer know that you have experience using these tools. Explain how you used the tools to benefit your previous employers.

Example: “I am very familiar with customer relationship management software. I’ve been using it for several years now, so I feel confident using it to manage my workday. It helps me stay organized and keep track of all of my tasks. I also find it helpful when communicating with customers because I can easily send messages to other team members. This makes it easy to collaborate with others on projects.”

What do you think are some common mistakes that customer service representatives make?

This question can help an interviewer determine how you might avoid making the same mistakes in your role. When answering this question, it can be helpful to mention a mistake that you have made and what you learned from it.

Example: “I think one of the most common mistakes customer service representatives make is not listening carefully enough to their customers. I’ve had instances where I was so focused on finding information for a customer that I didn’t listen to everything they were saying. This led me to miss some important details about their situation, which caused me to provide them with incorrect information. Now, I always try to pay close attention to my customers and ask questions if I don’t understand something.”

What are your thoughts on employee engagement within a company’s customer service department?

Employers ask this question to see if you understand the importance of employee engagement in a customer service department. They want to know that you’re willing to go above and beyond for your team members, as well as customers. In your answer, explain how important it is to have an engaged workforce because it can lead to better customer experiences.

Example: “I believe that having an engaged workforce leads to better customer experiences. When employees are happy at work, they’re more likely to provide excellent customer service. I also think that when employees feel appreciated by their managers, they’ll be more motivated to do their best work. I would make sure my team knows that I appreciate them and value their input. I would also encourage open communication between all departments so we can learn from each other and improve our processes.”

How do you think customers’ expectations of customer service have changed in recent years?

This question can help an interviewer assess your awareness of current customer service trends. It also helps them understand how you might adapt to these changes in the future. Your answer should include a brief overview of recent trends and how they may affect your work as a customer service representative.

Example: “I think customers’ expectations have changed quite a bit over the last few years, especially with the rise of social media. Customers are more likely to share their experiences online, so I believe that many people expect companies to respond quickly to any issues or complaints they post online. They also want to feel like they are being heard by the company, which means providing excellent customer service is even more important than it was before.”

Do you have any experience dealing with irate or dissatisfied customers? If so, could you please describe how you handled the situation?

Customer service representatives often have to deal with irate or dissatisfied customers. Employers ask this question to make sure you know how to handle these situations and can keep your cool. In your answer, try to explain that you understand the importance of remaining calm in stressful situations.

Example: “I’ve had to deal with a few angry customers in my previous positions. I always try to remain calm when dealing with them so they don’t get even more upset. I find it’s best to listen to what they have to say and empathize with their situation. This usually helps diffuse the situation and makes them feel heard. If they are still upset after I’ve listened to them, I will offer to help them solve their problem as much as possible.”

Are there any particular types of customer service scenarios that you find challenging to deal with?

Employers ask this question to make sure you are comfortable with all aspects of customer service. They want to know that you can handle any situation a customer might bring up and that you have the skills necessary to solve their problem. In your answer, explain what it is about these scenarios that makes them challenging for you and how you would overcome those challenges.

Example: “I find it difficult when customers are upset or angry. I try my best to remain calm in these situations, but sometimes they get so loud that I have trouble hearing them. To deal with this challenge, I make sure to listen carefully to everything they say and write down notes as they speak. This helps me remember important details and ensures I don’t miss anything.”

In your opinion, what are some effective ways to diffusing tense situations with customers?

Customer service representatives often have to diffuse tense situations with customers. Employers ask this question to make sure you know how to handle these types of interactions. In your answer, share two or three strategies that you use to help customers feel more comfortable and calm.

Example: “I find it helpful to listen carefully to what the customer is saying. This helps me understand their concerns better. I also try to empathize with them by acknowledging how frustrating the situation must be for them. Finally, I try to diffuse the tension by offering solutions to their problem. For example, if a customer is upset because they are having trouble using an app, I might offer to walk them through the steps on the phone.”

What do you think companies should keep in mind when designing their customer service strategies?

This question is a great way for the interviewer to assess your knowledge of customer service best practices. Use examples from your experience and explain how they can help companies improve their strategies.

Example: “I think it’s important that companies keep in mind the needs of their customers, as well as their own employees. I’ve worked at several companies where we had a lot of policies in place, but sometimes these policies didn’t make sense or were too strict. For example, one company I worked for would not allow us to transfer calls to other departments if we weren’t able to answer them. This led to long hold times for callers who needed to speak with someone else. We eventually got permission to transfer calls when necessary.”

Previous

18 Creative Director Interview Questions and Answers

Back to Interview
Next

17 Marketing Manager Interview Questions and Answers