An effective way to prepare for a customer service representative interview is to find out the kind of questions you might be asked before the interview date and use them in your preparation.
This gives you the confidence to handle the questions at the real interview and give a great performance.
Find in this post a huge collection of questions and answers you can apply in preparing for a customer service representative interview with any organization and come up tops:
What do Interviewers look for in a Customer Service Representative?
Going for an interview as a customer service representative, the candidate needs to be aware of certain things the hiring manager may be looking out for.
The first thing is passion. Yes, the passion for the job. Your enthusiasm for the job will need to rub off on the hiring manager by showing how passionate you are for the customer service representative position.
Another area hiring managers are looking at is the kind of communication skill you possess and how you display such during the interview session.
Your answer to problem-solving issues is another area hiring managers will be looking out for at the customer service representative interview.
10 Most Common Customer Service Representative interview questions (with Answers)
Here are some of the most common questions hiring managers ask prospective customer services representative candidates at an interview, the questions cover different aspects of the job:
- What does customer service mean?
This question may mean different things to different people, but the hiring manager is simply asking you what you understand to be customer service.
Don’t waste time highlighting issues, hit the ground running and tell the hiring manager why you like customer service; don’t forget to use your passion, problem-solving skills, and your ability to communicate one on one with customers.
2. What method of communication are you comfortable with?
This is a straight question that requires a straight answer also. The hiring manager simply wants to know the medium you are good at, if it’s one-on-one phone calls, email, fax, just name it, and if you have experience in all state so.
You can’t apply for a phone support job and go on and on about email response that basically is knocking you out of the job.
So, go ahead and be comfortable with letting the hiring manager know your best medium for the job.
3. How do you motivate yourself when customers are mean to you?
This question is to test your reaction to different scenarios that usually arise from your daily interactions with clients and customers.
Some customers can get under your skin, but pulling it together is what the hiring manager wants to hear you answer, how will you do it?
They want to know you will not yell or insult a client or customer when they irritate you and most of all, you would not be worn out before the day ends.
Your answer should reflect on the fact that you are well aware of the nature of the job and will not allow any client or customer to get under your skin, and you are always on guard against such occurrences happening.
4. What do you know about our company or product?
This question by the hiring manager is meant to test if you did any form of diligence concerning the company or her products.
If the company is not dealing with products, then talk about the relationship the company is having with the customers and how you want to contribute to the growth of that section of the company.
If they have a product in the market, then gush about using the product (if you have used it, that will be to your advantage); be passionate in your answer to this question.
5. Good customer service means what to you?
This question by the hiring manager wants to know the quality a customer service representative need to possess, as you are one aspiring for the job. Give examples of what qualities you possess in your last employment and how personal experiences also help shape your thinking.
6. How would you handle a difficult customer?
The hiring manager wants to know how you will cope under stress from grumbling and challenging customers, and negative opinions that may be thrown at you constantly.
In other words, the question is about your ability to resolve conflicts.
Give the hiring manager a strong response to the question, showing your ability to stay calm, respectful and helpful in unhappy situations involving customers.
7. If you find you can’t help a customer what will you do?
This is a problem solving question that the hiring manager uses to find out your communication skills. Give a response showcasing your communication skills and your ability to keep the situation under control while sourcing other means to help out the customer.
8. Why do you want to work in customer services?
The hiring manager in this question is trying to evaluate your interactions with people around you. Be honest in your answer, tell them the passion, joy, and gratification you get working with and around people, and most of all the uplift you derive from helping out people and its only in customer service you can get this joy.
9. What tools and software are you used to working with?
If you are an experienced customer service representative coming from another environment, then tell the hiring manager the kinds of tools and software you have used in times past, but on the other hand if you are not experienced with any of the tools needed for the job, then don’t be shy to say so.
But it will be to your advantage if you clearly tell the hiring manager the type of tools or software you are conversant with or know about but have not used due to the nature of the job you were working on then.
10. Why should we hire you for the job?
Showcase your abilities and capabilities on the job with this question. Let the hiring manager see all the attributes you have to be effective on the customer service representative job.
More Sample Customer Service Representative Interview Questions
Here are additional samples of customer service representative interview questions you can practice with for your forthcoming interview:
Sample Behavioral Interview Questions for Customer Service Representative Position
- Tell me about a time you had to learn quickly?
- Has there been a time you went the extra mile to achieve a goal in your work?
- Give an example of how you set goals?
- Has there been a time you needed to say ‘no’ to a superior? Explain what happened.
- Have you ever disagreed with a superior? Tell me what happened.
Sample Case Interview Questions for Customer Service Representative Position
- Which product will you pick to help scale the client’s business?
- How would you recommend a product to a client asking after a competitor?
- How will you deal with a client brawling loudly on the phone?
- How do you keep off stress during office hours?
- What is your best way to interact with your clients?
Sample Competency Interview Questions for Customer Service Representative Position
- What has been your biggest achievement to date?
- How do you maintain a good working relationship with co-workers and superiors?
- How did you achieve success when the odds were against you coming out tops?
- Has your communication skills ever helped you improve a situation?
- Are you a good team player or you like to do it solo?
Sample Problem-solving Interview Questions for Customer Service Representative Position
- When problems arise do you plunge into them headlong or take your time?
- How do you assess the gravity of a problem?
- If you can’t find the right solution to problem, what do you do in such a situation?
- How do you build a process of troubleshooting?
- What was the most stressful situation ever you faced at work and how did you get over it?
Sample Situational Interview Questions for Customer Service Representative Position
- Tell me about a time you failed?
- How would you complete a task you’ve done before?
- Describe a time you had to make an impression on a client?
- How did you achieve your proudest moment in your career?
- How do you handle a heavy workload?
Sample Communication Skills Interview Questions for Customer Service Representative Position
- How do you show your communication skills while at work?
- Can you relate a time when you faced a conflict and how you resolved it?
- What accomplishment are you most proud of?
- Which is your strongest means of communicating?
- How did you handle an idea you shared that other resisted?
Sample Interpersonal Skill Interview Questions for Customer Service Representative Position
- What do you expect from your supervisors?
- How do you resolve conflicts at your workplace?
- Usually how do you start a fresh relationship?
- What do you think is customer service?
- When you are criticized, what do your critics mention the most?
Sample Company Culture Interview Questions for Customer Service Representative Position
- Do you thrive on a set of 9 to 5 schedule or more flexible hours?
- What challenge do you anticipate having, if you get this job?
- Do you prefer to work independently or as a team member?
- Do you prefer offices, cubicles or an open office floor plan and why?
- How important is recognition in your work to you?
Customer Service Representative Interview Success
As you prepare for the customer service representative interview, bear three things in mind, as to what the hiring manager is looking for in the candidate they want to hire.
The three characteristics are passion for the job, communication skills, and problem solving skills.
So, to increase your chances of passing the interview here are some tips to use:
- Get familiar with the company you are aspiring to work for and if they have any product or services, get into them and know all you need to know about them.
- Review the company culture and try framing your answers towards the company.
- Talk about your past experience on the job; be wholly enthusiastic about this part and give meaningful examples
- Get to the job interview early, dress well, relax and have a positive attitude during the interview.
During a customer service representative job interview, you should have a positive mind and give many examples of how you carried out functions and solved problems for customers.
Product awareness, attitude, and efficiency, and problem solving ability are some of the key areas to work on in your preparation for a customer service representative interview.