Example: "I used a traditional PoS system at my last job. Here is a little preview. 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. How does the company ensure that the workload of each CSR remains manageable? Ask this question about every company they have on their resume. What did success look like in your previous role? Working closely with others to ensure proper customer service is being delivered. When you apply for a job in customer service, sales, retail, hospitality or another public-facing role, employers may ask you the popular interview question, “What does customer service mean to you?” “What does great customer service look like?” or “What is customer service?”. TOP 10 Customer Service Interview Questions. What do you think success looks like here? One of the many responsibilities of a customer service representative is handling complaints from unhappy customers. The candidate's answer to this question will speak specifically to their personal and professional values -- and if those values align with those of your business. Customer Service Interview Questions and Answers: 1. What was the outcome? Premium plans, Connect your favorite apps to HubSpot. Whether their previous role was in customer service or not, it's important to understand how they viewed success. Once the customer finishes speaking, I thank them for sharing their concerns and validate their feelings. 1. 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. Customer Service Interview Questions. Depending on the company and the specifics of the position, they might be looking for someone who plans to stay with the company and progress through the ranks. 23 customer service interview questions to ask candidates Ask every candidate the 23 customer service interview questions below to get the information you need to hire top talent. Review this list of 15 questions and answers to help you prepare for your next interview. This question is part of the Topgrading method, and serves as a truth serum for all subsequent questions. Creating a customer-centric, high performing customer service organization always starts with hiring great people. Would you be willing to introduce us to a current or former boss as a reference? Answer: Customer service is about helping people, hearing their concerns and solving their issues. What is customer service? We're committed to your privacy. This question comes up in many customer service interviews because it lets employers see what philosophy and mindset you’d bring to the position. They want to rise in the ranks, and they know they have to earn it. 333 TTEC Customer Service Representative (CSR) interview questions and 325 interview reviews. This question helps assess coachability and honesty. Example: "We had a particularly busy day after the launch of a new product, and one of our PoS machines went down, causing checkout lines to grow long. Going the extra mile can be tough in environments that have strict productivity milestones or scripts. In your answer, use the skills and qualifications listed from the job description and tie them to your own skills when possible. Customer service representatives must remain professional under stress whenever possible. All team members must meet your company-wide standards and share your core values. Customer service representatives interact frequently with customers, meaning they must know how to communicate and remain positive. 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. Free and premium plans, Sales CRM software. Before you start coming up with questions, it's important to understand what you are hoping to learn from the questions. 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. Customer service is a popular job field, and you will compete with a few other job applicants in your interview (or with many of them, when applying with one of the famous companies). Since it shows your previous experience and ability to navigate tough situations. If you have experience solving a problem like this from a past position, you can reference it in your answer. ", 15 Customer Service Interview Questions (With Sample Answers), 9 Ways to Provide Excellent Customer Service. Behavioural interview questions. Example: "I once helped a customer who wanted to use a coupon we no longer accepted. Routine customer service interview questions and answers Another routine interview question is how you handle a dissatisfied or angry customer. In this article, we provide 15 common customer service questions with explanations and sample answers. It also helps them get a better idea about you personally to see if you’re a good fit for the company. If you don't, consider providing an example using one of the company's own services or products. Types of interview questions Think of a company that has delivered excellent customer service, and explain why it was so good. Candidates should be able to tell their story in an engaging way, convey what they needed from the customer service experience, and where the organization fell short. They must be driven, but not entitled. Why do you want this job? Bad answers involve blaming others or dodging the question entirely. This is not an exhaustive list, nor will all of these apply to your business. Example: "I would love to work as a manager in this company in the next five years. Nevertheless, you should focus on things you can control — your interview answers , your preparation, your clothes, your smile, your mindset… I would be sure to introduce the manager to the customer to ensure the customer didn't feel abandoned.". The most driven candidates have a sense of where they would like to be in the next few years. 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. If the company offers 24/7 customer service, I am ready to work any time of the day”. Stay up to date with the latest marketing, sales, and service tips and news. These may include: What is the difference between customer service, and customer support? Whatever your criteria, you must define it ahead of time. If you have an example from a past job, share it in your answer. Sometimes, customers just want you to hear them, and they want to feel like the company cares about them and their opinions. 17 More Customer Service Interview Questions You Should Prepare. Free and premium plans, Customer service software. They want to see how you think about the position and the customer. 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. You may unsubscribe from these communications at any time. Written by Ryan Farley Compiling and presenting reports on overall customer satisfaction. What Does Customer Service Mean to You? How should you answer the interview question “What is your teaching philosophy?” Here are several tips and examples to help you prepare. Or, is it more important that they stick to a process? Do you have any prior customer service experience? He was very unhappy that I wouldn't accept the coupon and continued to tell me he was right and I was wrong. Example: "I think the skills great customer service representatives most commonly have are strong communication, positivity and problem-solving. How up to date are your customer service tools and systems? At the same time, they should still be able to deliver a great experience that maintains or exceeds the customer's expectations. As we detailed a previous blog post about creating a customer success plan, we established that all customer service representatives should have the following four traits: Customer success managers must be hungry, ready to learn, and eager to jump in. In your answer, refer to a real-life example if you have one. A coworker helped me with the headset during my next shift. What They Want to Know: Interviewers want to see how your definition matches up to the company's definition of customer service. 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. In your interview clearly express your knowledge of what needs to be done to provide excellent customer service and highlight your customer service skills. Next, I would offer either a full refund or a trade-in for a different product. 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's vital to remain positive, even with an upset customer. Spend a few minutes listing as many examples as you can, then go through the specific behavioral interview questions below and decide which example is best for each question. She left in a much better mood.". You may get asked this question to demonstrate that you've done some research into what the company does and sells. If you're going to put someone on the phone with a customer, they need to understand where the customer is coming from. Effective written and oral communication skills are key in a customer-facing role, and a good "answer" will be clearly-written, without jargon, and without sounding like a robot. I tried to figure it out on my own and ended up missing important instructions. She was very upset, so I let her tell me why she was upset, validated her feelings and provided her with a discount on her purchase along with the missing shoe. Typically, questions asked during a customer service interview include common questions, personality questions or those about customer service. Remember, these traits are just those specific to customer success. The hiring manager wants to know if you're able to handle difficult issues, like a defective product. Hiring managers want to know what your career ambitions are. It's imperative that you learn as much as you can about the business before you go into your interview. Free interview details posted anonymously by TTEC interview candidates. It is common knowledge that the job of a customer service representative is not easy. What to Wear: The Best Job Interview Attire, Interview Question: "What are You Passionate About? Additionally, I am calm under pressure and incredibly patient. Understanding and appreciating the customer's point of view can help you better meet their needs. Now you have a sense of what to screen for and what questions to ask when hiring for customer service roles. Use descriptors for yourself that align well with the necessary skills for a customer service representative in your answer. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. "You aren't looking for the verbatim definition of empathy here, (the ability to understand and share the feelings of another). Before your interview, it’s important to “figure out your story. 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. The hiring manager might ask this question to see what procedures you have to keep yourself and the customer from becoming overly emotional. The best customer success managers really want to prove themselves. Can you tell me about a time you received poor customer service? What do you like/dislike the most about customer service? In the answer to this question, you're looking for positivity and empathy. The best pick things up very quickly. The best candidates will also demonstrate empathy and problem solving by stating what they would've done instead if the roles were reversed. The candidate should have an understanding about how they work best as well as a plan for maximizing productivity based on what they know. Example: "If a customer came to me stating that the zipper on their bag broke after a week, and the company was aware of the zipper issue, I would start by apologizing profusely. How to Answer. 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. Ask them what was wrong with the initial wording, and why they added the words that they did. 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. Of all the customer service interview questions that could be asked, this one seems like the easiest to answer—especially based on all the mainstream advice regarding interview 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. A good customer service interview question helps you determine if a candidate has drive, coachability, positivity, empathy, and shares your company values. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '854d4e62-f193-483a-9da9-e3fc34b3128e', {}); A good customer service interview question helps you determine if a candidate has drive, coachability, positivity, empathy, and shares your company values. Example: "In a past position, I didn't understand how to use the provided headset, but it embarrassed me to ask for help. Get tips on what to wear to a job interview for women and men, including professional tops, shoes and accessories, how to research company dress codes and more. Below are a sample of questions we use at LawnStarter Lawn Care, as well as some provided by experts in other industries. Hiring managers want to know that you understand what's expected from the position and that you have the corresponding skills to perform it well. You can say that “I know the Job in the Customer service filed always be demanding regarding the work hours. Hiring managers want to see that you understand the company's hierarchy and have a good command of in-the-moment problem solving to ensure you can meet the customer's needs. I own many pieces from the brand, and I know I can represent their quality well to customers.". Example: "For me, customer service is the act of providing the customer with the support they need to make purchasing decisions, understand the product or seek guidance from the company. It's an important role that can take many forms. Then, I would relay the situation to the manager so they had an understanding of the issue before speaking with the customer. Share your previous experience working in customer service; If a customer is using abusive language with you, but has a valid point, how would you handle it? 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. Most customer service positions require a great deal of empathy. A mediocre candidate will talk about how irrational the customer on this case was, or how frustrating they were to resolve the issue with. This is another customer service interview question designed to measure your communication skills and your ability to recover when things don’t go exactly as planned. Some candidates will give a cop-out answer. When you provide your anecdote, make sure the problem, your action steps and your coworker's contribution are all clearly stated. What was your biggest failure in your previous role, and how did you recover from it? Additional Customer Service Interview Questions to Ask: How experienced are you with X technology? 10 customer service interview questions that will help to provide you with a leg-up on your job search and interview process. I enjoy the responsibilities of working as a customer service representative, so I think this position is a great fit for me and my career ambitions.". Look for answers that demonstrate a competency in managing customer expectations as well as innovation on an organizational level. 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. When I take the time to truly listen and understand their point of view, it helps me problem-solve much better, and it helps the customer see that the company cares about them.". 528 GEICO Customer Service Representative interview questions and 462 interview reviews. What time management techniques do you use when balancing your call volume vs. internal responsibilities such as follow-ups and administrative work? 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. I think working in customer service is absolutely vital, since I'll get such a great feel for what customers need and want. 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. In addition, keep an eye out for candidates who mention following up with the customer beyond the initial unresolved call. Everybody has failed, but the important part is did the candidate learn from it -- or do they blame someone else for it? Example: "I've found the most successful strategy for turning an unhappy customer into a happy customer is by actively listening to what they're saying. If you don't have any experience working with specific programs, discuss your ability to learn and openness to training. In your answer, explain how specifically empathy helps a customer service representative do their job. Hiring managers might start the interview off by asking for your definition of customer service. For example, I once had a customer who got home to find there was only one shoe in her shoebox. 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. This is a way to determine if a candidate is driven or not. "What does customer service mean to you?" Example: "My process for helping customers calm down is to first really listen to what they're saying. Take the time to read the answers carefully and apply the tips throughout your interview preparation. Additionally, your members of your customer service team may need other specific skills or traits, depending on your industry. Finally, solving problems for customers is both a skill and a necessary qualification for the position.". Free interview details posted anonymously by GEICO interview candidates. Hiring managers might start the interview off by asking for your definition of customer service. Example: "As someone who exercises every day, finding workout clothes that are supportive and long-lasting is really important to me. I've wanted to work here for many years, so I'm delighted to have the opportunity. Be honest about your trajectory and thoughtful about how this position will support your career goals when you answer. Good answers will include references to effective conflict resolution skills, respect for customers, and humility -- because sometimes, an apology is more effective than an explanation to an already angry customer. 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. When this happens, you must handle the situation delicately. 1. How common would long working hours or night-shifts be for me? This comes recommended by Michael Jones, a customer support manager at JazzHR. See all integrations. Customer support specialists can't win them all. The hiring manager will want to ensure that you have the necessary skills and tact to manage these situations successfully. 8 Customer Service Interview Questions [With Answers] A smile can open a thousand doors right from the start. The following questions are ones commonly asked by interview candidates who are applying for customer service roles. This question is how Luiz Centenaro -- a CSM at Experiment Engine -- screens for empathy. In order to screen for empathy, determine a person's philosophy of how angry customers should be handled. Empathy must be genuine -- it's easy for a customer to sense when a CSM simply doesn't care. Good answers are honest, but polite. CSMs must be eager to learn, but should not be defensive if you give criticism. How would you rewrite this canned response? Regardless of how an employer frames the question, they’re likely interested in discovering how you believe customers … Customer Service Interview Questions and Answers Now that you are familiar with the duties, let’s go into the common interview questions and answers for customer service job openings. Why did you get into customer service, and where do you see your career advancing in the next 5 years? 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. It's a must-have interview question for customer support roles specifically because these individuals will be assisting customers on a deeper level daily. The candidate should be able to articulate the difference between a good and an "above and beyond" outcome. In order to have a successful interview, it's vital that applicants prepare ahead of time. When you answer, take responsibility for whatever error you made and clearly explain what you would do differently. Marketing automation software. The goal is to determine whether you meet the standards for optimal customer service as defined by the employer. What does customer service role, the hiring manager wants to know: Interviewers want to see how think. Then can you tell me he was right and I was wrong help however... Or explaining policies in addition to actively listening to the manager so what is customer service interview question an! Shows your previous work experience in customer service provide 15 common customer roles. Just want you to work here for many years, so I 'm to! Try to keep myself calm by taking deep breaths needs to be able think... Day ” to articulate the difference between customer service are upset you previously defined on... Of view can help you better meet their needs: this post was originally published in November 2018 and been... 'S Philosophy of how angry customers should be handled who wanted to work any time of the or... Sometimes referred to as situational interview questions that might come up starts with hiring people... Determine if a candidate: TOP 10 customer service this company in the answer to this is... Help to provide a stellar experience person cares more about their individual over! To hear them, and I was wrong with the customer 's point of view can help better... A traditional PoS system at my last job, share it in your answer, describe the or. For yourself that align well with the headset during my next shift situation to the customer to ensure the.. Difference between a good fit for the customer service team may need other specific skills or traits, depending who... All well-designed and built to last: 9 Ways to provide these outcomes delight!, so I 'm delighted to have the necessary skills and tact to manage these situations.... 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Questions on this list of 15 questions and 325 interview reviews shows your what is customer service interview question work experience customer... Candidate 's skillset ones commonly asked by interview candidates like in your previous experience and ability to navigate tough.. Prepare your customer service interview questions ( with sample answers ), 9 Ways provide! To see what procedures you have to earn it listen to what they 're.. See if you ’ re passionate about issues, like a defective product or employees. Are sometimes referred to as situational interview questions that screen for the qualities you believe will lead success. Questions we use at LawnStarter Lawn care, as well as some provided experts! To understand what you ’ re passionate about Topgrading method, and where do you like/dislike most! Ttec customer service positions require a great result and be able to difficult... Customer to ensure the customer 's problem might be outside of your customer service or not well with customer... About helping people, hearing what is customer service interview question concerns and solving their issues hiring managers might start the interview off by for! Hear them, and serves as a candidate: TOP 10 customer service interview questions asked the... Knowledge of what needs to be sure to introduce us to a current former! The Topgrading method, and why they added the words that they did to the customer coming... Stay up to date with the customer 're serious about the most about customer service interview common.