Why would you be a good fit for our company? To excel at providing thorough and enthusiastic customer service, customer service representatives must possess a talent for nurturing strong customer relationships. A good strategy for answering both situational and behavioral questions is to use the STAR interview response technique to describe a situation from the past that exemplifies how you would handle a similar challenge in the future. If you're preparing for a customer service job interview, it can be helpful to review frequently asked questions and answers … What would you do if the customer is wrong. I reduced the time taken to process customer refunds from 14 days to 2 days, saving over £100,000 annually in agent time. Marketing automation software. What are your pet peeves in the workplace? Make sure you choose questions that screen for the qualities you believe will lead to success on your team. So, it’s important that you know some of the best customer service interview questions and answers in order to help your business to flourish. Be prepared to share your availability with the hiring manager, keeping in mind that the more flexible you are, the better your chances of getting a job offer. What have you done at your current company to increase revenues, reduce costs, or save time? However, support roles in particular are designed to provide these outcomes and delight customers. No matter how finely tuned your processes are, how good your data is, or how well you've set up your canned responses, hiring the wrong team members will make your customer experience suffer -- and fast. It is generally only used when answering questions such as: Can you tell me when you worked as part of a team? Are you interviewing for a job in customer service? The hiring manager will ask how you would handle issues that might arise on the job. 5 Best STAR or Behavioral Interview Questions and Answers. Specifically, you need to hire a team of customer service representatives to answer questions, handle returns, and keep everyone happy. In order to screen for empathy, determine a person's philosophy of how angry customers should be handled. As mentioned above, while you prepare for your interview it’s vital to do some research on the company you are interviewing with. Engage people on your website. If you are scheduled for a Customer service job interview, then it means you have already impressed them with your CV and Cover Letter when you applied for the position. Finally, you might be asked questions about your work schedule and your flexibility. You are looking for a candidate who can define empathy in their own words, and provide an example of how they can relate to customers," according to Centenaro. Some of your interview questions will also be behavioral. It's a red flag if they only reference their individual goals over those of the team's. Customer support specialists can't win them all. Ask them what was wrong with the initial wording, and why they added the words that they did. Here are examples of some of these types of interview questions, along with examples of the best answers. Can you tell me about a time you received poor customer service? Additionally, your members of your customer service team may need other specific skills or traits, depending on your industry. Manage conversations at scale . Tell me about a time you couldn't solve the customer's problem. This question is particularly suited for customer support roles because we're entering into the age of the experiential economy, where it's not enough to provide satisfactory outcomes. The hiring manager expects you to have done your homework. These typically aren’t “yes” or “no” type questions and often require a little thought. Provide the candidate with a poorly-written canned response (such as the last response you got from your cable company), and give the candidate a few minutes to rewrite it. Before you step into an office for a professional interview, you should take the time to adequately prepare for what may happen. For this reason, it is important that you prepare well and to do this you will need to satisfy … Look for answers that demonstrate a competency in managing customer expectations as well as innovation on an organizational level. Are there any reasons why you can't work your assigned hours regularly? The hiring manager will want to know how you're qualified for the job, why you're a strong candidate, and whether you have the customer service skill set the employer is seeking. Your customer service interview questions should screen for the criteria you previously defined. Tell me about problems with the products or services you previously supported. Result (the outcome). Types of interview questions Think of a company that has delivered excellent customer service, and explain why it was so good. It stands for: Situation (you set the scene). For more customer service interview questions, designed for the team leader role specifically, read our article: Top 10 Customer Service Team Leader Interview Questions. You're looking for an answer that speaks to the candidate's sense of personal responsibility, resilience, and ability to learn from mistakes in the future. Ask this question about every company they have on their resume. Give an example of a time that you changed a customer’s emotions from frustration to joy. 11 Customer Service interview questions and answers. It's fine for people to not know exactly where they want to be -- many people don't -- but they should have researched various career paths or have some idea of where they might like to end up, and they should reference a career path, industry, or set of skills they want to add to their resume in the future. Don’t suggest challenges that would either hinder your ability to do the work or be impossible to overcome. What are the top three qualities everyone who works in customer service must have to succeed? This question should give you a sense of how the candidate views their role. Recruiters and employers now want to hear more about you as an individual and why they should hire you over other candidates. Many customer service representative jobs have schedules that include nights and other irregular hours, so an employer may want to know if you are able to work a variety of shifts. Divide these 23 customer service interview questions among your hiring team, and you’ll get the information you need to hire top talent. Or, is it more important that they stick to a process? Many will be common interview questions you might be asked for any job, such as questions about your employment history, your educational background, your skills and qualifications for the job, and your goals for the future. The best pick things up very quickly. Build My Resume. Customer service job interview questions. This list is by no means exhaustive, so by all means, feel free to borrow questions from others or come up with your own. It will help, however, if you prepare for some typical questions that might come up. In-app Messaging. This question helps you screen for positivity. Empathy must be genuine -- it's easy for a customer to sense when a CSM simply doesn't care. 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. Read on to learn more about the questions you might be asked during an interview for a customer service representative job. Task/Challenge. Result. 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. A situational interview question is more hypothetical than a situational interview question. Easily apply to jobs with an Indeed Resume . What do you know about our products and services? We're committed to your privacy. Live Chat. A mediocre candidate will talk about how irrational the customer on this case was, or how frustrating they were to resolve the issue with. When you're answering behavioral interview questions, be prepared to share real examples of how you handled a situation. Access 100 additional customer support and service interview questions. Even though jobs in customer service vary, there are basic principles of good customer service that are important for every employee to follow. A negative person can kill a team, by talking poorly about customers or other employees. How not to answer. In addition, you’ll probably be asked situational interview questions. In this article, we provide 15 common customer service questions with explanations and sample answers. Listen for an answer that speaks to the candidate's empathy and appreciation for customers, demonstrates their ability to teach without patronizing, and shows their commitment to contributing to a company's mission by helping and advocating for others. What made you want to be a customer service representative? Premium plans, Connect your favorite apps to HubSpot. is an interview question that helps identify if a candidate's values align with those of your business, and a "good" answer can vary but may mention empathy, teaching, problem-solving, or commitment to working with and teaching people. Explain a time when you assisted in resolving a dispute between others. This is similar to the previous question in that it helps assess whether a candidate cares about the team or themselves. Asking candidates what their personal customer service philosophy or mission is is a good way to identify those who would be a good company culture fit -- and those who might not be. Talk about skills you want to improve, what career progression you want and what you need to get there,” says Kathleen McLeary, HR manager at Blue Digital. Practice answering these questions, so you’ll feel more comfortable and confident during your interview. Good answers will include a concrete example that goes beyond simply apologizing to a customer -- it should demonstrate how they used understanding and rapport-building to build a strong relationship with a customer -- and help solve their problem effectively. To help you prepare for a customer service representative job interview, it helps to be aware of some of the questions you will be asked and what kind of responses interviewers are looking for. You can read more about STAR in our How to handle competency-based interview questions guide. Free and premium plans, Sales CRM software. How did you deal with these issues? HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. The questions we include in this article are great examples, but if you need a more in-depth selection, check out this resource. Can you walk me through every step in a common process? Make sure you have a sense of their mission, their products, the population they work with, and the company culture. In the second section, we share Customer Service Interview Questions and Answers where you can find model answers for each question along with tips and suggestions. Even more pleasing was the fact that the Board of Directors awarded me a prize for top performing team leader as a result of this project. Sample answer to show an employer you research … Every new hire must be a positive person. This is a way to determine if a candidate is driven or not. The candidate should be able to articulate the difference between a good and an "above and beyond" outcome. You may also be asked questions about you personally, including questions about your personality and work style. They must be driven, but not entitled. Give an Example/Role Play Questions. Editor's note: This post was originally published in November 2018 and has been updated for comprehensiveness. Everybody has failed, but the important part is did the candidate learn from it -- or do they blame someone else for it? This question is part of the Topgrading method, and serves as a truth serum for all subsequent questions. See all integrations. We have a large collection of Free Customer Service Interview questions to practice that are frequently asked in interviews. Remember, these traits are just those specific to customer success. Free and premium plans, Content management system software. For more information, check out our privacy policy. Once a candidate knows that you will be asking for an introduction to their current or former boss, they will be far less likely to embellish their achievements. This will be especially helpful with behavioral and situational interview questions. Action (what you did). Look back at your resume and list any experiences you have had that demonstrate your ability to meet those requirements. Customer Service Representative Interview Questions and Answers. This question is how Luiz Centenaro -- a CSM at Experiment Engine -- screens for empathy. Related: Guide to Customer Service. What was your biggest failure in your previous role, and how did you recover from it? CSMs must be eager to learn, but should not be defensive if you give criticism. The customer is saying you’re taking too long to solve the issue: what do you do? What makes for great customer service? A great candidate will not speak ill about the customer, but will show how they empathized and did their best to come to a resolution that worked for them -- and they'll spell out the problem-solving strategies they used along the way. 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. Have you tried our product/service and what do you think of it? Reporting. Written by Ryan Farley Margaret Buj, interview coach and author of Land That Job, recommends using the STAR technique to answer interview questions. method. What was the toughest customer service case you've ever handled? At the same time, they should still be able to deliver a great experience that maintains or exceeds the customer's expectations. Have you ever been flexible in a work situation? hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '9bd7b1f5-84de-470c-a00d-dfb243e3d3ac', {}); Originally published Nov 12, 2020 8:47:59 AM, updated November 12 2020, 18 Customer Service Interview Questions and Answers. Knowledge Base. Also read: How to get a job as a fresher. This is particularly useful when interviewing a customer service rep, where being able to explain step-by-step processes is an essential part of the job. This is a good question to ask to get the conversation flowing -- and to potentially identify candidates that don't share the same philosophy as you and your company. It is common knowledge that the job of a customer service representative is not easy. However, it also gives you a sense of how well they understand your business. Customer service interview questions with sample answers. This is not an exhaustive list, nor will all of these apply to your business. Buj adds: “Go into the detail of the situation … Tell me about a time that you helped resolve a particularly difficult customer issue. Get all 21 interview questions and suggested answers for your Customer Service Manager Interview, plus FREE bonus access to our bestselling online interview training course, which contains over 50 powerful video modules to quickly get you interview ready (and they work for ANY interview). You may unsubscribe from these communications at any time. Talk to me about a time when you were unable to help the customer with their problem – what was the issue and how did you handle the situation? "What does customer service mean to you?" Customer Service Representative Interview Questions. For questions like this, you want to emphasize the idea that the customer is always right. You'll find indicators of what's expected. Familiarise yourself with the business. These traits and characteristics are most important when it comes to hiring a new customer service rep because you can teach team members specific best practices and skills, but it's tougher to teach these character traits. If it's not a 9 - 5 job, you will be asked about your availability to work evenings, weekends, and holidays. Tips for answering customer service interview questions. Customer Service Questions Asked in a Job Interview 1. These are similar to behavioral interview questions, in that they ask you about different work experiences. In addition, you’ll also find tips below on how to prepare for an interview, as well as a list of specific interview questions. This question is particularly helpful for customer support roles that function across multiple channels. Look for answers that you can understand and follow yourself, as well as steps are detailed and contextualized enough to be helpful for even a brand-new user of your product or service. What do you consider to be good customer service? 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. A. @rj_farley. 1. Would you be available to work additional shifts? This is a good question to start with, as it will give them a chance to explain to you what their interests are and why they are particularly interested in working in this field. Real-time data at your fingertips. Features. To prepare for your interview, make sure you know the requirements of the job. From discussing what personality traits it takes to be an excellent customer service representative, to running through our best tips and tricks to prepare for a customer service representative interview, to covering the three primary types of questions you might encounter in an interview as well as why hiring managers ask them and how you should focus your answers, we’ve … When you reach the interview stage, there are some principles that go with sample job interview answers for customer service. Customers are wowed when teams go above and beyond. 1. This online course will instantly be free for you to access for 30-days. No pressure, right? Stay up to date with the latest marketing, sales, and service tips and news. They want to rise in the ranks, and they know they have to earn it. Look for candidates who can articulate this conflict but also convey the innovative solutions they've used for getting around it in the past. Practically everyone has had a poor customer service experience, but this question is particularly good for support and service roles because they will have the chance to answer through the lens of their professional experience. Why do you want this job? Task (what was required of you). This comes recommended by Michael Jones, a customer support manager at JazzHR. Many will be common interview questions you might be asked for any job, such as questions about your employment history, your educational background, your skills and qualifications for the job, and your goals for the future. What They Want to Know: Interviewers want to see how your definition matches up to the company's definition of customer service. Customer Service interview questions and answers with examples. Of course, the exact questions and number of questions to be asked will depend on the role you’re interviewing for and the expectations of the potential employer. What do you do when you don't know the answer to a question? The thing about hiring great Customer Support Representatives is that there’s only so much that you can train. The exact questions you are asked may vary depending on the nature of the organisation and the specific role of the customer service worker within that organisation. However, situational interview questions address how you would handle a future situation related to your job in customer service. The most driven candidates have a sense of where they would like to be in the next few years. Create your resume. Questions are normally open-ended, starting with words like describe, detail, and explain. Describe your ability to resolve conflict. Only then can you put together a set of interview questions. Bad answers involve blaming others or dodging the question entirely. It is not easy pushing a team, product or service higher to achieve success. Interview Questions and Sample Answers Common customer service interview questions include those questions that explore the job candidate's understanding and knowledge of the principles and practice of customer service help and customer support. 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Before you start coming up with questions, it's important to understand what you are hoping to learn from the questions. Below are a sample of questions we … Customer service can literally make or break a business. The best customer success managers really want to prove themselves. They may or may not get it right, but they should have a well-reasoned answer of what success looks like for your company that demonstrates their interest in the role -- and their sense of your values. The agent also needs to make sure that customer’s experience with the company is a satisfying one which helps to increase the overall reputation of the enterprise. Hiring managers want to know you have the skills, experience and work ethic necessary to effectively solve customer issues and increase the company’s bottom line. Situation. Whatever your criteria, you must define it ahead of time. Check out Upwork's top Customer Service Representatives. Essentially, the interviewer wants to know if you can clearly identify what excellent customer service actually is, and explain how you can apply these principles to their role. Instant answers for customers. Nine Behavioral Interview Questions About Customer Service: Before you click to see sample answers, see if you could answer these behavioral interview questions by yourself first. 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. In a nutshell, STAR interview technique is a really simple way for structuring answers to situational/behavioural interview questions. Type of schedule are you looking to work this regard those requirements for customer. You want to hear more about their individual success or their team 's -- or do they blame someone for... Statement and website responsibilities such as: can you tell me about problems with latest! 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