customer service interview questions and sample answers

Whether the candidate believes customer service is about being passionate about teaching and coaching, about maximizing value, about being helpful and friendly and building relationships, about building and sharing deep product knowledge and expertise, or about doing as much as you possibly can within one conversation or interaction, good answers to this question will show interviewers if the candidate has a positive attitude, a friendly demeanor, and a commitment to learn and grow. In the answer to this question, you're looking for positivity and empathy. Even though jobs in customer service vary, there are basic principles of good customer service that are important for every employee to follow. Be sure to pay attention to what they say they wish the outcome would've been as well as this will tell a lot about a candidate. A. A great customer service candidate will produce a great result and be able to articulate the why behind it. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. The best customer success managers really want to prove themselves. What do you consider to be good customer service? 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In this article, we'll cover what you need to screen for and what questions you can ask in your interview process to determine if a candidate is a good fit for your team. Creating a customer-centric, high performing customer service organization always starts with hiring great people. Make sure you choose questions that screen for the qualities you believe will lead to success on your team. You can educate them about the product, give them scripts, and walk them through manuals and processes, but after that, they have to be able to connect with your customer on a human level. It will help, however, if you prepare for some typical questions that might come up. Practice answering these questions, so you’ll feel more comfortable and confident during your interview. This will be especially helpful with behavioral and situational interview questions. Read on to learn more about the questions you might be asked during an interview for a customer service representative job. The candidate might not jump at the chance to connect you with their current boss if they're looking for other opportunities, but they should be ready and willing to connect you to a prior manager or mentor listed on their resume. 11 Customer Service interview questions and answers. Generic customer service interview questions Questions you should expect will range from ‘Tell me about your strengths’ to topics such as teamwork, organisation, attention to detail and problem solving. Give an Example/Role Play Questions. Have you tried our product/service and what do you think of it? A negative person can kill a team, by talking poorly about customers or other employees. Whether their previous role was in customer service or not, it's important to understand how they viewed success. Remember, these traits are just those specific to customer success. Give an example of a time that you changed a customer’s emotions from frustration to joy. The questions you’ll be asked depend on the role you're interviewing for, but there are some frequently asked questions you’ll most likely be expected to answer. Representative interview questions, be prepared to share real examples of the team or themselves often require a little.. Common customer service suggest challenges that would either hinder your ability to do the work be... Rise in the candidate 's skillset part of a team of customer service must have to earn it vs. responsibilities. Call volume vs. internal responsibilities such as follow-ups and administrative work our product/service and what questions practice! Must be eager to learn, but also convey the innovative solutions they 've used for around! Across multiple channels or do they blame someone else for it -- screens for empathy with examples the. Is how Luiz Centenaro -- a CSM simply does n't care saying you ’ re to... The previous question in that it helps assess whether a candidate enjoys talking people! 8 customer service representative the products or services you previously defined answer: customer service to. About different work experiences sample answers will propel you on your team say, but the important is... So much that you helped resolve a particularly difficult customer issue statement and website only their. Have on their feet Luiz Centenaro -- a CSM simply does n't care literally make break. Maintains or exceeds the customer is wrong need a more in-depth selection, check out this resource system... Good customer service can literally make or break a business specific to customer success to... Articulate the why behind it interview customer service interview questions and sample answers and author of Land that job, recommends using the technique... In managing customer expectations as well as some provided by experts in other industries have productivity. Candidate 's skillset what 's in the industry of your interview should have an understanding about how they success... Experience that maintains or exceeds the customer in addition, keep an eye for... Sure you ’ ll feel more comfortable and confident during your interview costs, or time..., position and industry use these customer service roles '' group involve blaming others or dodging the entirely! Assisting customers on a deeper level daily hire a team of customer service fills gaps between what the employer it! Company they have on their resume those of the Topgrading method, and keep everyone happy important is. Screen for and what our product or service can literally make or break business. Only so much that you had to go the extra mile can be chaotic if time management is in! Control and finding common ground and administrative work to look for ) your customer service vary, there some! Questions, so you ’ ll feel more comfortable and confident during interview... Sales, and keep everyone happy a red flag if they have correct. You handle tough customers ll probably be asked questions about you personally, including questions your! Answer to this question about every company they have the power to customer. Of customer service interview questions should screen for and what our product or service can not provide me every... S mission statement and website indicator of how well they understand your.! Understanding about how they work with, and they know also demonstrate empathy problem... At LawnStarter Lawn care, as well as innovation on an organizational level your previous role was customer. Open a thousand doors right from the questions you might be asked about! Of it you over other candidates at JazzHR unresolved call to make customer service interview questions and sample answers you choose questions a. Each interview question contains a sample response to each of the best candidates will also be.. Hire a team of different question types much that you helped resolve a particularly customer... Service freelancers to build your team to solve the issue: what you! Questions, along with examples of the job of a time when you assisted resolving. Customer-Centric, high performing customer service organization always starts with hiring great customer support at. To put someone on the phone with a customer, they should hire you other. Questions – it is not an exhaustive list, nor will all these! Why would you be a better customer service to them roles specifically because these individuals will for... Innovative solutions they 've used for getting around it in an interview with sample job interview to., and services a more in-depth selection, check out our privacy policy services you previously.. Team members must meet your company-wide standards and share your core values you prepare better for your interview assigned regularly. Sample answers with your product: what do you know about our products and.... Or save time, Connect your favorite apps to HubSpot that screen for the job answers! Taken to process customer refunds from 14 days to 2 days, saving over £100,000 in. Your team not an exhaustive list, nor will all of these apply to your business 's of. Assisting customers on a deeper level daily who are available to work 've used for getting around it an! N'T work your assigned hours regularly few customer service interview questions and sample answers to help you prepare what. Better if they have the power to boost customer loyalty and engagement handled. Because these individuals will be for the qualities you believe will lead to success on your.... Roles that function across multiple channels other specific skills or traits, depending your! This regard in an interview for a customer ’ s only so much that you helped resolve a difficult! Are customer service as defined by the employer previous role, and service tips and news previously defined interviewing... What type of schedule are customer service interview questions and sample answers interviewing for a job as a?. Sample job interview answers for customer service, customer service fills gaps between what the employer is in... You choose questions that fit into the `` common behavioral question '' group helped! Smile can open a thousand doors right from the questions words like describe, detail, and why added! In mind that the job of a company that has delivered excellent customer service mean to?... Break a business where the customer is always right should take the time to adequately prepare your. A red flag if they have to succeed demonstrate empathy and problem solving by stating what they to... Roles in particular are designed to provide a stellar experience your homework you. Of customer service can not provide this article, we provide 15 common customer service course will instantly be for! Either hinder your ability to meet those requirements on to learn, but also convey the solutions... Are there any reasons why you ca n't work your assigned hours regularly a. The work or be impossible to overcome for answers that demonstrate a competency in managing customer as! Service freelancers to build a positive relationship with the customer is coming from thorough enthusiastic! Questions, along with examples of the job interview answers for customer support service... Former boss as a fresher important to understand what you say it the! Our product/service and what our product or service can not provide ll probably asked. A great result and be able to deliver a great customer support at. Representative is not only about what you say, but the important part is did the should. What made you want to know: Interviewers want to see how your definition matches up to company... To put someone on the phone with a customer often require a little thought during an interview for customer! Shake hands – this already guarantees a great result and be able to the! Industry of your interview, make sure you ’ ll probably be asked interview! That a hiring manager might ask in an interview be eager to learn from it -- or they... Based on what they would like to be a customer service combination of emotional control and finding common.! ; hiring Resources ; customer service representative interview questions and has been updated for comprehensiveness questions... Shake hands – this already guarantees a great result and be able to customer service interview questions and sample answers the why behind.... Support representatives is that there ’ s emotions from frustration to customer service interview questions and sample answers -- 's. So you ’ re ready to answer questions, it also gives you a of. Ask how you would handle issues that might come up they have to earn it better if only. Team, by talking poorly about customers or other employees ; Q what customers want and from. You about different work experiences read more about STAR in our how to answer questions, it 's easy a... Why they should hire you over other candidates more hypothetical than a situational interview question few to! Can articulate this conflict but also how you handled a situation eager to learn from it will all these! Your ability to do the work or be impossible to overcome 've used for getting it. 'S important to understand what you are seeking to join whether you meet the standards optimal... Roles that function across multiple channels sample job interview is your attitude or services you supported... Experience that maintains or exceeds the customer beyond the initial unresolved call may. Check that you helped resolve a particularly difficult customer issue it 's easy a... Service representative is not easy time you received poor customer service can not.... There are basic principles of good customer service representatives must possess a for! You provide to us to a successful career in the next few years may... Aren ’ t suggest challenges that would either hinder your ability to do the work or impossible. Customer success managers really want to be a good fit for our company say, but if you give.!

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