Customer Service Interview Questions: What to Expect & How to Prepare

If you apply for a position that requires customer service experience, the hiring manager or recruiters will have several customer service interview questions that they will expect you to be able to answer. They want to have an idea of your ability to interact with customers and provide them with assistance in the best possible way. As a result, you should expect some simple and some complicated customer service interview questions when you go in for your interview. Some will be directly related to your experience and the skills you have acquired in previous roles, other questions will ask you to reflect on your behavioral qualities by reflecting on specific scenarios that have occurred in a professional setting. It’s important to be able to recognize what a hiring manager or interviewer is looking for when they ask you specific questions, and how to approach different topics to put your best foot forward. Below are some typical questions that may be asked for a customer service position, and suggestions on how best to answer  them. 

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Common Customer Service Interview Questions and How to Answer

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1) What Do You Think Customer Service Is?

An interviewer for a customer service job would want to see the ways in which your answer to this question matches the company’s own view of customer service. It is always helpful to research the company you are interviewing for ahead of time to see what values they hold, and expectations they set on what quality service truly looks like. The goal of some customer service interview questions is to find out whether you reach the standards for excellent customer service as portrayed by the interviewer. You should define customer service as assisting customers to handle issues, aiding them in locating the product they require, and putting in your best to ensure that they leave the store satisfied. 

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2) Define Good Customer Service

When a hiring manager or recruiter at a customer service staffing agency asks this question, they want to know what you think quality customer service is and figure out how you offer it to clients. Customer service interview questions are asked in different variations so, in your answer, you should be ready to provide specific examples of great customer service, drawn from your work or personal experience. Learn the different common behavioral interview questions for a better understanding of what employers look for when asking you to reflect on your experience. Good customer service consists of having a broad knowledge of your inventory or services, thorough experience with your products, as well as being able to assist customers in making feasible choices.

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3) Why Should We Hire You?

With this question, the hiring manager wants to know how you’d fit in with the company’s culture. There are various customer service interview questions that give you the opportunity for you to sell yourself and this is one of them. Try to give instances that show that you’ve done your homework and you know what you’re talking about. Begin by giving hints that you’ve learned from the conversation (and by going through the social media accounts or website of the company) that they prioritize friendly, warm, and personal customer service. Shine in this area by giving illustrations of your skills in action. This is also a good time to reflect on why you want this specific job- not just any position. Employers recognize when you take the time to understand their company values and mission statement and how it aligns with your career goals and professional values. 

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4) What are Your Reasons for Applying for a Job in Customer Service?

There are customer service interview questions that try to show if you are a people person who likes interacting with others. Interviewers will want to know if you feel fulfilled whenever you solve problems and if you truly believe in the product or the service that the company provides. Give answers that show that you find satisfaction in being helpful to customers and compliment something specific about the company. Emphasis your desire to collaborate and talk with others- including clients- and your desire to find the best solution for any problems that many arise. 

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5) How Do You Handle Difficult Customers?

An interviewer will want to understand how you diffuse any negative emotions from difficult customers. Some customer service interview questions give you the chance to display your conflict resolution skills and this is one of them. Give an example of a situation you have handled. Consider using the STAR Method for this type of question. Break down your experience into the situation, task at hand, action completed, and the result. This framework gives you an easy step by step guide on reflecting on a difficult situation with confidence that shows through. Show that you empathize with the customer and did what you could to rectify the problem, while learning from the experience and growing as a result.

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Looking for Your Next Customer Service Role?

Are you searching for your next customer service position but don’t know where to start? Connect with one of our highly experienced customer service recruiters today. Our team works with you to update your resume, run through interview prep, provide you with resources to improve your job search, and connect you with top companies in the nation to help your career thrive. Check out our currently open customer service roles and apply to positions that interest you. Don’t see anything that fits your current goals? Submit your resume to be automatically considered for positions in the future that match your skillset. Ready to take the next step in your job search? Contact us today, and let’s find your next great opportunity- together.