HR management

Customer service interview questions

1. General customer service job interview questions

• What is customer service?

• What is good customer service?

• A customer wants to return a package of food that is open and half gone. What will you do?

• What is most important – a good product or friendly, fast service?

• You are scheduled to leave at 6 pm. Your replacement worker doesn’t show up. What would you do?

• Why do customers shop at this store?

• A customer complains that the coffee tastes terrible, what would you do?

• The credit card machine is broken. What do you say to the customers?

• A customer wants to pay for $15 worth of merchandise in quarters, do you accept it?

• A customer leaves without paying for gas, what would you do?

• A co-worker is rude to customers, what would you do?

2. Customer service staff interview questions

• Describe how you resolved a challenging and complex situation to the customer’s satisfaction?

• Describe an instance you had to ask numerous questions and listened attentively in order to resolve a customer issue?

• Explain with an example, how would you handle a situation where a customer is asking for something, which is not in the interest of the company or which would violate a policy of the company?

• Describe how you relate with customers?

• What is your definition of going the extra mile for a customer?

• Describe an occasion where you adopted a different approach to a customer, having realized your first approach was ineffectual?

• You ever felt, during course of your work, that the existing systems and solutions are not sufficient to meet the needs of customers properly and/or that they need to be changed? If so, tell me more?

• How do you respond to rude or abusive customers?

• How would you respond to customer threatening violence?

• How do you respond with bad feedbacks from dissatisfied customers?

• Can you explain how you contact or initiate communications with customers?

• If you had to turn down a request from a valued client, what would you do?

• How would you respond if a customer makes a request that violates your employer’s policy?

• Describe a situation when you took an initiative to provide a customer with best solutions?

• Describe an occasion where a customer tested your patience?

• What do you find most fulfilling when dealing with the public?

• How do you handle negative feedback from very angry clients? How do you respond to him/her?
• How do you handle angry customers?

• Describe an occasion where you performed an action outside your remit, for the benefit of the team?

• Can you tell me about a time when you did some thing extra, which was not part of the routine activities assigned to you, but you did it for the benefit of the customer?

3. Customer service manager interview questions

• Why should we hire you for our customer service or client care department?

• How has your background prepared you for this job in customer service?

• Describe your management style in leading a customer service department?

• Do you have a preference for locations?

• How do you set customer service standards to the team? Do you engage and involve your team members in setting these standards and departmental goals?

• How do you handle customer service complaints that have been escalated to you?

• What is good customer service to you?

• If you had an angry client, how do you help calm him/her down?

• What is your proudest acheivent in customer service? Why?

• Describe your philosophy in customer service?

• What is the difference between customer service and customer experience?

• Often in customer service or client care, you need to deal with a high volume of escalations as well as your staff . Tell me about a time when you had to work under pressure in a fast-paced environment. How were you able to perform successfully in this environment?

• Tell me about a scenario when you had customer service rep that wasn’t meeting performance standards. What did you do to address this issue?

• Describe a time when you had to deal with an irate customer who was abusive to your staff. How did you handle it?

• There is a popular saying, “the customer is always right”. What is your belief on this saying?

Related documents

• Customer service manager job description
• Customer service supervisor job description
• Customer service representative job description
• Sample interview questions
• Sales interview questions
• sales job description (include all customer job descriptions).

Author: Tommy Doan, hrvinet.com

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