19 Customer Service Interview Questions with Expert Answers

If you have a customer service interview, you need to prepare the answers to your customer service interview questions, don’t worry we got you covered. We will walk you through the most common customer service interview questions and sample answers so you are well prepared.

This blog also features some rare and challenging customer service interview questions that may stump you in an interview.

Keep reading to learn how to answer customer service interview questions.

1. Tell me about yourself

When answering this question, you can demonstrate your relevant experience and skills. Limit your answer to your professional background and mention things in context to customer service. For instance, you could state, ‘I have a degree in communications and have worked in retail for three years where I sharpened my problem solving skills and developed passion for helping customers.’

2. What does customer service mean to you?

While answering this question, highlight the need to satisfy a customer’s needs and surpass their expectations. I could say customer service to me, is listening to customers and really trying to understand what their concerns are, and doing whatever you can to make sure they’re happy. And it’s not about creating long term relationships, it’s about creating positive experiences that build long term relationships.”

3. Give me some examples of brilliant customer service

Share general principles of excellent customer service, like personalization, proactive communication, and resolving issues quickly. You do not have to use specific personal examples in this case

Sample Answer: “Customer service is brilliant when you exceed expectations. Which includes proactive communication, personalizing the experience and following up to the customer.” An excellent service is ultimately one where a problem is resolved quickly and smoothly, and then followed up to make sure you are satisfied.

4. How do you see customer service evolving in the future?

Talk about what customer service trends are out there: AI, chatbots, or personalized experiences.

Sample Answer: “With the help of advanced technology like AI and data analytics, I see customer service becoming more personalized and proactive. Routine queries will be handled by automation, but human interaction will still be important for more complex issues. Companies will be able to predict what a customer needs and supply the solution before the customer even knows they need it. And I think customer service will become more integrated across different channels, such as social media, chatbots, the phone and in person, to make the experience feel more seamless.”

5. Do you prioritize multiple customer inquiries when you are working under pressure?

This question tests your skill to manage your time. Explain how you manage to work on multiple tasks without compromising on any of them. You could say, “I prioritize the urgent ones and take forward the critical ones first set the right expectation on response time with other customers. I use task management tools (Name a few) to stay organized”

Some customer service interview questions are behavioral and you’re supposed to answer them in relation to a past event. Such questions are asked to analyze your problem-solving skills and your approach towards a certain situation. Some of these questions are mentioned below:

6. Tell me a time when you bent the rules helping a customer. What happened and why did you bend the rules?

Give an example of when you were flexible enough to meet a customer’s need. Be sure to explain your reasoning, and how it ultimately helped the company.

Sample Answer: A customer once asked for a refund outside of our usual return window. Normally we give refunds within 30 days but this customer was just outside that time frame and they had a genuine issue with the product. I then went to my manager to explain the situation and after a word, we decided to make an exception since the customer was loyal to us and had never requested for a refund before. We bent the rules to retain the customer’s trust and loyalty, and they kept doing business with us.”

7. Describe a time you went above and beyond for a customer

Over here, you need to show your commitment and dedication towards great customer service. You can do so by responding:

“In my previous role I had an elderly customer come in struggling with her smartphone. Instead of sending her to the tech support, I gave her specialized and step by step instructions on smartphone usage. Next day, I called her and guided every thing like making video calls and taking a screenshot.”

8. Can you tell me about a time when you made a great contribution to your team?

This is a teamwork question.

Sample answer: In my previous role, I observed that many team members were having trouble with a new software system. “ I decided to make a quick reference guide which increased efficiency and decreased errors across the team.”

9. In your past work, have you ever received negative feedback from a customer? What did you do with that feedback?

This question tests your ability to receive criticism and get better with it. Make it honest and talk about how you used the feedback.

Sample answer: “I once got some feedback that I was speaking too quickly when explaining product features. I worked on slowing down my speech and this has only helped me communicate better”

10. Tell me a time when you provided brilliant customer service

Choose a particular example when you did more than what the customer expected.

Sample Answer: I remember a customer called in at my previous job because their product delivery had been delayed multiple times for logistical reasons. I heard their concerns and immediately got in touch with the logistics team to speed up the process. However, I also gave the customer a discount on their current order and free express shipping on their next order. I kept them updated throughout the process, went the extra mile, and the customer not only was satisfied but left a glowing review, stating that I had done everything I could to resolve the issue quickly and efficiently.”

11. Tell me a time when you received poor customer service

Share your experience of bad customer service. This question tests your understanding of good customer service.

Sample Answer: Once I was in a store with a question about a product and the staff didn’t seem interested in helping at all. They were dismissive, and didn’t care to explain the product. I had a great reminder of how important active listening to customers is.. This motivated me to always make sure my customers feel valued and heard in any situation.”

Next comes up the situational based customer service interview questions which are asked to analyze your approach and handling capabilities. The situational questions are about the situations that might arise in the job. Let’s look into some of the situations that the interviewer might ask you.

12. What would you do if you didn’t know the answer to a customer’s question?

You can’t know everything in customer service. So, when you don’t know the answer to a question, being honest and transparent is important.

Sample answer: ‘’That is a great question! ‘I want to make sure I’m giving you the accurate information, so I’ll have to look into that for you.’’ Next, I’d promise the customer I would get back to them quickly with an answer. In fact, if I could I would try to get the information as fast as possible while the customer is still on the line. I would have set clear expectations for when to expect a response if I didn’t.

13. Whilst dealing with a customer, how would you decide which information to leave out and which information to include?

Sample Answer: I would provide the customer with only relevant information and leave out any unnecessary details as that would only confuse and overwhelm them. Next, I’d ask them if I’m clear enough and have solved their issue.

14. How would you handle an angry customer?

How to deal with angry customers is the most common question asked in customer service interview questions. Share example using the STAR method (Situation, Task, Action, Result). For example, I have a customer who was irate about a late delivery in my previous role. I heard him out, apologized, and gave  expedited shipping for free. He appreciated the gesture and became a loyal customer.

This response tells your ability to handle difficult customers with empathy, professionalism, and a focus on finding solutions. It also shows your understanding of the importance of customer retention in customer service roles.

15. If someone in the customer service team was not doing their job the right way, what would you do?

Mention your team oriented approach and your first instinct would be trying to help your colleague in a constructive way. If the problem doesn’t go away, suggest that you bring it up with a manager.

Sample Answer: If I did see a colleague not performing their role as I would expect, I would handle it in a very discreet manner.” I would first help them if they need help or advice. I would take the matter up with my supervisor, and make sure it gets dealt with, if their behavior didn’t improve. The goal would always be to have a positive work environment and the customer gets the best service possible.”

When it comes to interview questions for customer service, employers most importantly ask about your customer service representative skills and experience. The customer service questions given below are asked to see your customer interaction skills. Let’s explore these interview questions and answers for customer service position

16. What customer service skills do you have?

When responding, it’s essential to emphasize certain skills that exactly relate to customer service.

“I have good communication skills and can listen actively to customers and give them clear and concise solutions. I use my problem solving skills and I can think on my feet and come up with creative ways to solve customer issues. I am also very empathetic and can connect with customers and understand what they need. I also have good time management skills, which helps me deal with several customer inquiries at once and still provide high quality service.”

17. Describe your previous customer service experience

Sample answer: “I have more than five years of experience in customer service in different industries. When I was working as a customer service manager at XYZ Company, I managed a team of 12 customer service representatives. While I was there, I created a new training program that saw customer satisfaction ratings rise 25%. Before that I was a customer service representative in a call center where I had to deal with an average of 50 calls per day. From this experience I learnt how to solve customer issues in the shortest time possible but still remain positive.”

18. Why should we hire you for this customer service representative position?

Highlight your relevant skills, your passion for customer service, as well as how your background makes you a perfect candidate for the role. Make your strengths fit the company’s needs.

Sample Answer: I have a passion for helping people and providing top notch customer service. I have the ability to manage customer inquiries that are difficult and do so with patience and professionalism while working to find the best solution for the customer. I am an ideal fit for this role as I have strong communication skills, pay attention to detail, and can resolve conflicts well. I’m also adaptable, a fast learner and want to contribute to your team’s success.”

19. Do you have any questions for us?

Always have a couple thoughtful questions ready. It shows that you are interested in the company.

Sample Answer: “Yes, thank you. I’m interested in your customer service training approach. So how do you manage to keep your team updated with the latest best practices? You could also tell me more about the company’s culture and how customer feedback is used to drive improvements?

Conclusion

Customer service interview questions and answers seem easy but it is actually hard to land a job. While answering them you need to be confident enough. The customer service interview questions and sample answers given in this article will help you nail your interview.

For more tips on customer service and retaining clients visit Churnfree Blog.