"I identified that we were not getting the feedback we needed Common customer service interview questions include those questions that explore the job candidate's understanding and knowledge of the principles and practice of customer service help and customer support. appreciation for what my team does by spending time on the front lines, it What exactly can you expect in a customer service job interview? We’ve looked at 10 of the most common questions you’ll hear in a customer service interview now. Learn interview answers that will get you hired. What Do You Know About [Our Product or Our Company]? I decided to call the soup kitchen and not only did they have extra tables, but they were also able to send them over in the van they used to pick up donations. Customer Service Interview Questions . Or maybe you love the company’s mission and want to be a part of it. to follow, providing training, coaching and mentoring, cross training employees to handle different functions, scheduling employees according to call and query volumes, introducing new technologies and applications, providing information via an interactive website or other digital and improved customer satisfaction". In that case, a good strategy for answering is to put yourself in the customer’s shoes. The goal would be to identify whether there was any miscommunication. motivations with specific rewards tied to the employee's interests and needs. I love being able to draw on my knowledge of the hotel and the surrounding area to make sure somebody has the best vacation possible, and I want to transition into a role where this sort of interaction is the bulk of my job. I’ve learned that by listening to the customer’s desires, concerns, and perspective, I’m able to figure out the best way to solve any issues that come up. A customer wants to return a package of food that is open and half gone. Working in sales for two years helped me build confidence, and taught me the importance of customer loyalty. This has set us apart from our competitors But if you’re hit with a specific scenario question you haven’t prepared for—or don’t have a real-life example of—you might need to talk about what you would do in that situation (instead of what you did do). Behavioral questions about decision making and problem-solving. Both qualities are an advantage in customer service roles. You combed through job boards, tailored your resume, and wrote your cover letter. They want to know that you won’t snap at a customer and that you won’t burn out. If you’re interviewing for an entry-level customer service position, you’re less likely to be asked this question. Be prepared to talk about that and how this specific role fits into your career goals. In your answer describe receiving feedback from customers to identify areas They’ll ask questions like these: This question comes up in many customer service interviews because it lets employers see what philosophy and mindset you’d bring to the position. I knew I had to help them quickly reconnect so that they could complete their assignment on time without added stress. The core of the interview will most likely focus on competency questions. For example, if you’d been transferred a few times, the last thing you’d want is to have to talk to yet another person. I understand that to them, I represent a company that has done something they see as wrong. “I’m not looking for someone to magically fix the situation, just looking for someone to take ownership over it,” Bell says. While it’s impossible to know exactly what questions will be asked at your customer service interview, you can still go in confident that you know what types of questions will be asked—and what qualities recruiters and hiring managers are really looking for at the end of the day. How Do You Keep Yourself Motivated When People Are Being Mean to You? mission and objectives, Identify the specific processes that will result in goal Tests the candidate’s customer service … Why is it something you’re interested in?” says Eliza Bell, who works in recruiting at SquareFoot and has hired for customer service roles in the past in addition to working as a rep herself. However, on days when it feels like I’m only getting angry customers, sometimes I like to unwind by blasting my favorite music on the drive home.”. The range of customer service roles available is huge. Positive approach to situations in the workplace. And you have to consider how you’ll keep going even when that 50th person goes off on you—not just so you can tell the interviewer but so you know for yourself that you can manage the job. She's excited to be back to a city that's only humid eight months of the year. Experience motivating customer service associates. If You Have No Customer-Facing Experience at All: What Drew You to Apply to This Job. So if you’re a truly entry-level candidate, be ready to get into the nitty gritty of why you want to work with people and why you want this job in particular. How would your customer service team describe you as a manager? “Describe a time [when] you remained calm—understanding the customer wasn’t directly upset with you—and were able to empathize with them and suggest new ideas or improvements based on what was being communicated to you by the customer to partner in de-escalating the situation.”. Tell me about the cost efficiencies you introduced in your last job. But be honest. “I’ve been using your company’s makeup for years. If there was, I’d follow the standard steps based on this new information. It’s better for everyone involved if you actually like your job. Click the title to continue … Examples of behavioral interview questions. What does entry level mean for a job? Questions About Customer Service . At some point in your interview, you will have to answer a question that prods you to give an example or take part in a role play situation. To ensure we knew about all the experiences our customers have I instituted a response So before you head into your customer service interview, think about why you applied to this job and try to pinpoint why you’d like to be in customer support in general. If I needed to go to someone else for assistance, I would try to keep the customer on my line if at all possible while I got the information I needed. How would you handle a difficult customer? That way I could advocate for them and they could feel like someone was really on their side in helping to solve their problem.”. For example, maybe you answered the phones at your last job working the front desk somewhere or sent text messages (and responded to them) as a volunteer for a nonprofit group. For more customer service interview questions, designed for the team leader role specifically, read our article: Top 10 Customer Service Team Leader Interview Questions. Why this job? ... Our interview questions and answers are created by experienced recruiters and interviewers. your insight into what the job demands and how you can bring real value to the Ideally, you’ve applied for a job where you’d be using a medium you’re comfortable with. Be sure to think about how you’d respond to each of the questions above and recall a few stories that really exemplify your customer service skills. Top 5 Teamwork Interview Questions. The most common are in-person, phone support, email support, and chat support, but social media is gaining in popularity as well. Customer Service Manager Interview Questions. However with the pace of everything increasing online I understood that difficult to do their job and stay motivated. You’ve landed a customer service interview. Briefly explain what you mean by customer service and customer support. For example, maybe you’d go for a quick walk or make sure to listen to some of your favorite songs over your lunch break. In this case, the interviewer wants to know how you’d handle a particular kind of challenging situation—a customer who’s been passed around (possibly being put on hold each time) and starting to feel like no one is able or willing to help them. I researched Talk about that. – Customer Service Interview Questions and Answers I am always looking for ways to improve from a professional perspective. © Copyright 2020   |   Best-Job-Interview.com   |   All Rights Reserved. developing them is another strong motivational tool. This question evaluates how you’ll do in whichever medium the role is focused on. Or you can talk about a time when you came into a situation and were able to learn new software or become familiar with a new tool quickly. Describe a time when you worked well as part of a team. creating a means for customers to provide immediate feedback it was easier to These are designed to explore your career history in more detail than the general customer service interview questions we’ve discussed above. And if helping an exasperated customer come away with a resolution gives you particular satisfaction, be sure to mention it. 15 Toughest Interview Questions and Answers! remains consistent is that I employ a hands-on approach. Maybe you want to learn how to create a good customer or client experience for people or you eventually want to move into IT support. Customer service is a popular job field, and you will compete with a few other job applicants in your interview (or with many of them, when applying with one of the famous companies). Top interview questions look for evidence you can do the job—so learn to give it! What do you like/dislike the most about customer service? department? Before joining The Muse, Regina worked scooping ice cream, attending parking lots, breaking into cars (legally! 11 Essential Customer Service Manager Interview Questions and Answers. For example, if you applied to a phone support job, telling your interviewer you prefer to communicate over email will be a red flag. If you are applying for the position of Customer Service/Customer Support, these interview questions and answers will help you prepare for you interview. I want to bring all of that experience to a company that values customer service as much as yours does.”. They were yelling and threatening to cancel their account. So bear in mind that the most important thing during a job interview is your attitude. If you’re coming from another public-facing role—like retail or hospitality—you likely have tons of experience interacting with customers and helping to solve their problems. While it’s impossible to know exactly what questions will be asked at your customer service interview, you can still go in confident that you know what types of questions will be asked—and what qualities recruiters and hiring managers are really looking for at the end of the day. ... pertain to the role. Examples include: Focus on identifying and meeting individual Before your interview, spend time researching the company and its products and be prepared to speak about them. "I identified that customer satisfaction with our email support What’s really key here is showing that you’re invested enough in this opportunity to learn about the company and do your homework before the interview. To be prepared to answer this question, think about the difficult situations you’ve been in, and how you dealt with them. And recruiters and hiring managers know that. response within 24 So in answering the question, detail the steps you might take to try to solve the customer’s problem yourself—and how you might deal with any frustration they bring to the conversation. 3 Essential Customer Service Interview Questions and Sample Answers. Get all 21 interview questions and suggested answers for your Customer Service Manager Interview, plus FREE bonus access to our bestselling online interview training course, which contains over 50 powerful video modules to quickly get you interview ready (and they work for ANY interview). How do you employ this data to achieve your customer service goals? Interview questions and answer examples and any other content may be used else where on the site. for improvement, looking at every touch-point in the customer life-cycle and In the past, I’ve found that it’s been easier for me to form a connection with the customer when we’re communicating in real time, rather than over email, social media, or even chat, which can all have lag times between responses.”. The reason you want to be in customer service and what customer service means to you should go hand-in-hand. Try to think of several stories to use ahead of time for behavioral interview questions like this one and practice adapting them in response to different kinds of questions. If you exhausted all the resources at your disposal and still had to escalate the call, that’s OK. Interviewers will understand that not every problem is an easy fix. Companies in all industries need to interact with their customers and keep them happy, and these interactions happen across a number of channels—in person, over the phone, via email or chat, and increasingly, over social media. Discuss how you identified the opportunity for cost saving and how you 8 Customer Service Interview Questions [With Answers] A smile can open a thousand doors right from the start. Give me an example of how you have managed an under-performing staff member. Attends to the team member and the service that is open and half.! Processes in the hot seat method again and recount an actual situation you handled in a customer wants to for. Means taking on some responsibility to try to help them quickly reconnect that... On this new information you’re not with that in mind the specific customer service interview.. Answering this question evaluates how you’ll do in whichever medium the role is focused on was, follow. 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