The quality of a company's customer service can make or break a business. Since many companies offer similar products, exceptional customer service may be what distinguishes one company from its competition. Companies are looking for the right kind of people to represent their businesses to their customers and your answers to customer service interview questions must show them you're that person.
When you interview for a customer service job, all your communication skills are being scrutinized.
While the exact wording of the questions you will be asked may vary, your answers must demonstrate that you have the core skills needed to succeed in customer service, skills such as:
Here are 6 example customer service interview question answers to help you prepare for your job interview.
Provide an example of an interaction with a customer that shows the quality of your customer service.
Your example should address the following points:
- Making a positive first impression
- Listening and asking the right questions to determine what the customer needs
- Having good product knowledge so you can answer questions and satisfy customer needs
- Politeness, promptness, accuracy, respect
- Following up with customers to make sure they are satisfied
- Taking the extra step/going the extra mile
What would you do if you could not meet the needs of an important client?
Talk about being well mannered and polite. Say you would explain the situation to the client, adhere to company policies, and apologize that you could not meet their needs. Avoid being defensive or overly apologetic.
And if the customer service job you're interviewing for is in a call centre, take a look at the call center interview questions on the next page.
The open-ended customer service interview questions you are likely to be asked require preparation. Without thinking of situations and preparing answers before your interview, it will be difficult to respond concisely and thoroughly. The examples you prepare should describe the specific situation, explain what you did, and describe the results. Focus on what happened, what benefit resulted, and what you learned.
And as well as customer service interview questions, be prepared for some more general job interview questions too.