Customer Service Interview
Questions & Answers

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Here’s the FULL LIST of interview questions for the CUSTOMER SERVICE INTERVIEW:

Q1. What skills, qualities and attributes do you have that are a match for a role within customer services?

SUGGESTED ANSWER:

“Having studied the job description for this customer services role, I believe I have all the skills, qualities and attributes to perform to a high standard. For example, I am passionate about delivering high-quality customer service and care; I have the ability to deal with and resolve customer complaints quickly and efficiently; I am able to communicate effectively when dealing with either customers and company stakeholders; I am flexible and can work unsociable hours as and when required, and I am also a loyal and hard-working person who understands how important the customer services role is to the success of your company. Without the customer, there would be no business, so it’s important the service provided is outstanding.”

Q2. How would you deal with a customer wanting to make a complaint?

SUGGESTED ANSWER

“I would always follow my training and the company guidelines in respect of dealing with customer complaints. First and foremost, I would listen to the customer carefully to find out what the problem was and demonstrate effective listening skills to show them they have my full attention. I would then acknowledge their complaint or frustrations, and if the company was at fault, I would apologise and quickly find a successful resolution to the problem. If the customer was complaining in front of other customers, I would look to take them aside to discuss the complaint away from the other customers. If the company was not at fault, I would still listen to their concerns and utilize effective communication skills to explain what has happened with a view to moving forward positively with the customer. In today’s modern word where online reviews can have such a positive or negative impact on a business, it is important that the customer feels valued and listened to, and this would be my priority when dealing with any form of complaint. At all times I would look to turn the situation into a positive one for the company I am working for.”

Q3. Why do you want this job and what can you specifically bring to the role?
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Q4. Why have you chosen our company over others?
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Q5. Describe a time when you were flexible in a work-related situation.
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Q6. Give an example of when you delivered excellent customer service.
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Q7. How would you deal with an angry or frustrated customer? What would you consider when dealing with them and why?
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Q8. Describe a time when you successfully worked on a project with a team of people. What role did you play in making the project a success?
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Q9. How would you deal with a team member who was not pulling their weight?
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Q10. Describe a stressful situation at work and how you handled it?
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Q11. When have you worked as part of a team to complete a difficult task?
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Q12. What was the last piece of professional development you under took?
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Customer Service Job Description


Customer Service Job Brief:

The customer service role is a very important aspect of any organization. In fact, the customer service role is vital in ensuring a business operates successfully, as without satisfied customers, there would be no business. On that basis, the customer services assistant or manager must be able to demonstrate an ability to provide outstanding customer service and care, have a thorough knowledge of the company’s products or services, have keen attention to detail, be able to communicate effectively, quickly and efficiently resolve customer complaints and also have the ability to upsell and promote other products or services as and when required. During your customer services interview, you will be required to demonstrate all of these skills, qualities and attributes if you are to be the stand out candidate. In particular, you will be required to demonstrate the following key skills and attributes to be able to perform the customer service role competently and should look to demonstrate these at your interview:

Customer Service Assessable Key Skills, Qualities & Attributes:

  • CUSTOMER SERVICE AND CARE – You need to provide evidence and details of when you have delivered outstanding customer service and care during your interview. Be sure to utilize the STAR technique when answering behavioural interview questions.
  • PROFESSIONALISM – As a customer services assistant or manager, you should uphold the values of the organization you are working for and act as a positive role model when dealing with all customers, their queries and also complaints.
  • FLEXIBILITY – The majority of customer service roles require a flexible approach to working. During your customer services interview, we recommend you demonstrate a flexible approach to working and be willing to help out your employer as and when the need arises.
  • COMMUNICATION SKILLS – You will need to show great communication skills when working in your customer services role. This involves dealing with customers and stakeholders on a face-to-face level, by email communication and also over the telephone.
  • ATTENTION TO DETAIL – Attention to detail is a very important aspect of the customer services role. You will need to handle orders and take payments efficiently in line with company guidelines and any mistakes should be kept to an absolute minimum. If you do make a mistake, you should own up to it, put things right and then learn from the situation so that it does not happen in the future.
  • SALES PROMOTION – As a customer services assistant or manager, it is important you look for selling opportunities that will in turn boost company profits.
  • DEALING WITH CUSTOMER COMPLAINTS – Prior to attending your customer services interview, be sure to understand the most effective and efficient way to deal with customer complaints. Within this guide, we will give you the perfect answer to questions relating to dealing with customer complaints.

5 TIPS FOR PASSING THE CUSTOMER SERVICE INTERVIEW!

TIP #1 – During your customer services interview, provide evidence of your ability to provide outstanding customer service and care through effective communication and by also having a positive and happy demeanour.

TIP #2 – Understand how to deal with customer complaints before you attend your customer services interview – this is almost a guaranteed interview question. In this guide, we will provide you with the correct answer.

TIP #3 – The best applicants of customer service roles can demonstrate an ability to upsell to their customers. All successful, customer-focused organizations are competent at upselling (selling additional products and services). During you answers to the interview questions posed, tell the interview panel you understand how important upselling is and you are willing to do this as part of your role.

TIP #4 – Demonstrate a keen eye for detail during the interview and give examples of when you have shown great attention to detail in previous work-related roles. In this type of role, it is important you make zero mistakes, as these only result in customer complaints, which need to be avoided at all costs.

TIP #5 – You will undoubtedly be asked customer service behavioural interview questions during this interview. These questions include: “Can you give an example of when you demonstrated effective customer service?” and “Can you explain a time when you resolved a customer complaint?” When answering these questions, we strongly advise you utilize the STAR technique and method for structuring your answers (Situation, Task, Action and Result).

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Question 1,
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Interview Question 01

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Interview Question 02

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Interview Question 03

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Interview Question 04

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Question 11,
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Interview Question 11

Question 12,
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Interview Question 12

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The answers to the FULL LIST of interview questions featured on this page.

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Who has created the answers to the interview questions?

Richard McMunn is a former Fire Officer turned interview coach who has over 20 years experience within the recruitment industry.

He is extremely passionate about helping people pass their interviews, and his success rate is unrivalled within the interview training sector.

Richard guarantees the answers contained within this product are unique and will help you stand out from the competition.
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All the questions featured were asked during my interview and on the next day I received a phone call telling me I’m hired. Thanks a lot!

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This has been the GREATEST tutorial for me while preparing for my 'Behavioral' interview. I have my interview in exactly 2 weeks and these helpful tutorials are absolutely perfect for those who don't know. Thank you for sharing.

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Comments

  1. Tara nath upreti

    Hi sir,
    I have sales interview in luxury brand how I attempt the interview please give me to the good way.plese send me free trial and interview questions.
    Thanks and regards
    Tara nath upreti

    • Richard McMunn

      Hi Tara,

      Thank you for your message, it is great to hear you have an interview secured. You can see all of the sales interview questions you’ll likely be asked on this page. I have provided two free sample answers for the first two questions. If you would like the answers to the other questions also, that’s no problem! You can get these by accessing the Sales Interview resource on this page 🙂

      I hope this helps and best of luck with your interview!

      Kind regards,

      Richard

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