You may get asked this question to demonstrate that you've done some research into what the company does and sells. The hiring manager will want to know that you're comfortable working with others and have the communication skills necessary to complete team projects together. Customer service can literally make or break a business. 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. 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. What They Want to Know: Interviewers want to see how your definition matches up to the company's definition of customer service. Example: "**If I wasn't able to help the customer, I would ask the customer to rest comfortably while I paged the floor manager. Only then can you put together a set of interview questions. Customer Service Questions Asked in a Job Interview 1. Whatever your criteria, you must define it ahead of time. The hiring manager wants to know if you're able to handle difficult issues, like a defective product. 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. A great customer service candidate will produce a great result and be able to articulate the why behind it. as the customer service field differs from organization to another you can expect and be ready for interview questions that examine the basic customer service experiences and competencies needed for successful job performance. 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 support often requires more technical abilities, and customer service is more of a positive approach, helping your company to keep customers happy. This comes recommended by Michael Jones, a customer support manager at JazzHR. Why did you get into customer service, and where do you see your career advancing in the next 5 years? Example: "In a past position, I didn't understand how to use the provided headset, but it embarrassed me to ask for help. Why do you want this job? Marketing automation software. 333 TTEC Customer Service Representative (CSR) interview questions and 325 interview reviews. Customer service representatives interact frequently with customers, meaning they must know how to communicate and remain positive. I discussed the issue with another rep, and we decided one of us would work the remaining PoS system and the other would walk through the line, checking in with customers and offering a coupon as a thank you for their patience.". 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. The candidate should have an understanding about how they work best as well as a plan for maximizing productivity based on what they know. A mediocre candidate will talk about how irrational the customer on this case was, or how frustrating they were to resolve the issue with. Below are a sample of questions we use at LawnStarter Lawn Care, as well as some provided by experts in other industries. A coworker helped me with the headset during my next shift. Example: "I would love to work as a manager in this company in the next five years. Tell me about a time that you had to go the extra mile for a customer. 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. The goal is to determine whether you meet the standards for optimal customer service as defined by the employer. 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. Before you start coming up with questions, it's important to understand what you are hoping to learn from the questions. 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. In your answer, explain how specifically empathy helps a customer service representative do their job. Customer service representatives must have a specific set of skills and qualifications to perform their jobs well and be able to communicate that during an interview. Premium plans, Connect your favorite apps to HubSpot. 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. Be relaxed, friendly and smile when you come to shake hands – this already guarantees a great first impression. Hiring managers want to know what your career ambitions are. See all integrations. The best answer is when the candidate explains how they understand that the pet peeve is their own personal downfall, and how they proactively avoid making this pet peeve a problem for others. I find it makes me feel more positive and helps set customers at ease.". In your answer, refer to a real-life example if you have one. Example: "At my last job, my peers nicknamed me "Smiley" because I try to smile as much as possible. How does the company ensure that the workload of each CSR remains manageable? Ask them what was wrong with the initial wording, and why they added the words that they did. There may be many behavioral interview questions asked for the customer service job interview. I tried to figure it out on my own and ended up missing important instructions. If the company issued specific guidelines to mitigate the problem, I would adhere to those.". Depending on the specifics of your customer service role, the hiring manager might expect you to work on customer service software. Typically, questions asked during a customer service interview include common questions, personality questions or those about customer service. The prospective employer wants to know that you have the right approach to providing good customer service. What is customer service? Look for answers that demonstrate a competency in managing customer expectations as well as innovation on an organizational level. When you provide your anecdote, make sure the problem, your action steps and your coworker's contribution are all clearly stated. 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). From writing the job description to posting it, selecting resumes, and interviewing individual candidates who fit the profile with the right set of customer service questions, the hiring process can be a daunting task. ", Related: 9 Ways to Provide Excellent Customer Service. Example: "I once helped a customer who wanted to use a coupon we no longer accepted. How could it have gone better? A customer service job applicant who demonstrates this fundamental understanding of what is meant by customer service will get the serious attention of a potential employer. You may unsubscribe from these communications at any time. In addition, keep an eye out for candidates who mention following up with the customer beyond the initial unresolved call. This is not an exhaustive list, nor will all of these apply to your business. Look for candidates who can articulate this conflict but also convey the innovative solutions they've used for getting around it in the past. 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. Support roles in particular can be chaotic if time management isn't in the candidate's skillset. When this happens, you must handle the situation delicately. It's imperative that you learn as much as you can about the business before you go into your interview. I would be sure to introduce the manager to the customer to ensure the customer didn't feel abandoned.". Nevertheless, you should focus on things you can control — your interview answers , your preparation, your clothes, your smile, your mindset… 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. It's an important role that can take many forms. They must be driven, but not entitled. Solving for the customer sometimes means going beyond what's in the job description to provide a stellar experience. Sometimes, a customer's problem might be outside of your purview. Compiling and presenting reports on overall customer satisfaction. Can you walk me through every step in a common process? For a customer service job: 9 Common Customer Service Job Interview Questions and How to Answer Them; For a teaching position: 15 Common Questions Asked in a Teacher Interview (and How to Answer Them With Ease) For a brand management role: 4 Types of Questions You’ll Be Asked in a Brand Management Interview (and How to Answer Them) This is a way to determine if a candidate is driven or not. You can say that “I know the Job in the Customer service filed always be demanding regarding the work hours. In the answer to this question, you're looking for positivity and empathy. Speak specifically to the company's employee organization if you can. 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?”. 1. ", Interview Question: "What is your Teaching Philosophy? What they want to see is that you're capable of recognizing your errors, learning from them and performing more effectively the next time you're faced with that situation. Everybody has failed, but the important part is did the candidate learn from it -- or do they blame someone else for it? "You aren't looking for the verbatim definition of empathy here, (the ability to understand and share the feelings of another). Even better if they can relate this to what customers want and expect from brands in this regard. Finally, solving problems for customers is both a skill and a necessary qualification for the position.". In order to screen for empathy, determine a person's philosophy of how angry customers should be handled. 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 be able to articulate the difference between a good and an "above and beyond" outcome. 1. 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. I'm a very quick learner and would be happy to train on other programs to grow my skillset and better perform the job.". But this is not the time to take the easy route—simply because taking this path can backfire spectacularly. Going the extra mile can be tough in environments that have strict productivity milestones or scripts. It will help, however, if you prepare for some typical questions that might come up. Additional Customer Service Interview Questions to Ask: How experienced are you with X technology? The best customer success managers really want to prove themselves. Now you have a sense of what to screen for and what questions to ask when hiring for customer service roles. Example: "As someone who exercises every day, finding workout clothes that are supportive and long-lasting is really important to me. The hiring manager wants to know that you're serious about the role and find enjoyment in the responsibilities. 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. 528 GEICO Customer Service Representative interview questions and 462 interview reviews. These may include: 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. 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. What is customer service? 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.". Whether you’re interviewing in-person or via an initial phone interview, these questions will help you to prepare fully and thoroughly. You can say that – 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. 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. This is another great opportunity to share an anecdote from a past position if you have one. I think working in customer service is absolutely vital, since I'll get such a great feel for what customers need and want. If the company offers 24/7 customer service, I am ready to work any time of the day”. 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. 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. 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. Free interview details posted anonymously by GEICO interview candidates. When you answer, be specific and try to use unique language reflective of your personal thoughts rather than a … If you're going to put someone on the phone with a customer, they need to understand where the customer is coming from. If you're preparing for a customer service job interview, it can be helpful to review frequently asked questions and answers ahead of time so you have some idea of what to expect. Sometimes customers might have incorrect information. I love that the products this company makes are all well-designed and built to last. All team members must meet your company-wide standards and share your core values. Here are 22 more call center interview questions that you might face as a candidate: Working closely with others to ensure proper customer service is being delivered. Then, I would relay the situation to the manager so they had an understanding of the issue before speaking with the customer. It is common knowledge that the job of a customer service representative is not easy. Example: "I used a traditional PoS system at my last job. Next, I would offer either a full refund or a trade-in for a different product. I ask what they would like to see the company do to try and rectify the situation. Since I'm so passionate about the work that you do here, I know I would do well helping customers with any questions they have.". I've wanted to work here for many years, so I'm delighted to have the opportunity. Additionally, your members of your customer service team may need other specific skills or traits, depending on your industry. 1. If you don't have any experience working with specific programs, discuss your ability to learn and openness to training. 10 customer service interview questions that will help to provide you with a leg-up on your job search and interview process. Employers might ask what you’re passionate about during an interview to understand what motivates you. Once the customer finishes speaking, I thank them for sharing their concerns and validate their feelings. Stay up to date with the latest marketing, sales, and service tips and news. Example: "It's absolutely vital for customer service representatives to have empathy, particularly when customers are upset. Why or why not? 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. 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. What sort of daily schedule do you expect your CSRs to follow? Review this list of 15 questions and answers to help you prepare for your next interview. @rj_farley. "Use product documentation for your own products or pick a multi-step process such as finding and opening a file on a computer," he recommends asking. Would you be willing to introduce us to a current or former boss as a reference? Your customer service interview questions should screen for the criteria you previously defined. ", 15 Customer Service Interview Questions (With Sample Answers), 9 Ways to Provide Excellent Customer Service. Behavioural interview questions. Additionally, I am calm under pressure and incredibly patient. This question is part of the Topgrading method, and serves as a truth serum for all subsequent questions. 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. What do you like/dislike the most about customer service? Why would you be a good fit for our company as a … If you have experience solving a problem like this from a past position, you can reference it in your answer. They’re looking to hear a story showing your ability to solve a problem/issue after your first attempt to communicate didn’t go so well. Even in a fast-paced, high-pressure environment, I can keep myself centered and focused, ensuring that customer service remains a priority at all times.” 22 More Call Center Interview Questions. One of the many responsibilities of a customer service representative is handling complaints from unhappy customers. Customer service job interview questions. The hiring manager will want to ensure that you have the necessary skills and tact to manage these situations successfully. CSMs must be eager to learn, but should not be defensive if you give criticism. 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. Empathy must be genuine -- it's easy for a customer to sense when a CSM simply doesn't care. Customers are wowed when teams go above and beyond. Free and premium plans, Customer service software. They want to rise in the ranks, and they know they have to earn it. When you answer, be specific and try to use unique language reflective of your personal thoughts rather than a cliche response or dictionary definition. Customer Service Interview Questions. 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 have an example from a past job, share it in your answer. How up to date are your customer service tools and systems? 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. Example: "I love this company. The following questions are ones commonly asked by interview candidates who are applying for customer service roles. It's a red flag if they only reference their individual goals over those of the team's. Access 100 additional customer support and service interview questions. So the perfect answer will vary depending on who's asking it. 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. 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. I told him I was just as frustrated as he was that the coupon was no longer valid and offered him some alternative discount options.". 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. Do you have any prior customer service experience? Before your interview, it’s important to “figure out your story. Now, if I was faced with a similar issue, I would immediately ask for help so that I could begin my work successfully.". The candidate should be able to describe the customer's problem, the steps that were taken to solve it, the reason why it couldn't be solved, and the approach that was taken instead. Your response like sample job interview answers for customer service should emphasize patience, active listening, calm courtesy, and a plan for meeting the needs of the customer. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Make sure you choose questions that screen for the qualities you believe will lead to success on your team. What was the toughest customer service case you've ever handled? This list is by no means exhaustive, so by all means, feel free to borrow questions from others or come up with your own. What do you think success looks like here? 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. 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. Hiring managers might start the interview off by asking for your definition of customer service. Some candidates will give a cop-out answer. A good customer service interview question helps you determine if a candidate has drive, coachability, positivity, empathy, and shares your company values. What did success look like in your previous role? At the same time, they should still be able to deliver a great experience that maintains or exceeds the customer's expectations. In your interview clearly express your knowledge of what needs to be done to provide excellent customer service and highlight your customer service skills. 17) Tell me about time how you helped your previous company to increase revenues? The hiring manager might ask this question to see what procedures you have to keep yourself and the customer from becoming overly emotional. 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. Hiring managers want to be sure you understand the importance of this skill and know how to use it. Take the time to read the answers carefully and apply the tips throughout your interview preparation. Tell me about a time you couldn't solve the customer's problem. Can you tell me about a time you received poor customer service? A negative person can kill a team, by talking poorly about customers or other employees. For example, does the person need to be able to think on their feet? Wondering about the most common customer service interview questions? Editor's note: This post was originally published in November 2018 and has been updated for comprehensiveness. 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. 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. Free interview details posted anonymously by TTEC interview candidates. Good answers will speak to the importance and impact of customers on a company's growth, a commitment to servant leadership, a belief in the power of retaining customers and helping them see success with a company's product or service, an interest in working with and learning from others, and a belief that customer success can transform companies in the same way as marketing and sales. Prepare your customer service software for your definition matches up to date are your customer is. The problem, your action steps and your coworker 's contribution are all well-designed and built to.... Route—Simply because taking this path can backfire spectacularly do to try and the... Innovation on an organizational level backfire spectacularly look like in your answer, use the skills customer... Example using one of the issue before speaking with the customer to when! A thousand doors right from the brand, and service interview questions and answers to help you hear... Like a defective product candidate will produce a great customer service first impression candidate TOP... Opportunity to share an anecdote from a past position, you must define it ahead time! Apply the tips throughout your interview preparation service team may need other specific skills or traits what is customer service interview question depending the. A more in-depth selection, check out our privacy policy is Another great opportunity to an! Skills or traits, depending on who 's asking it support and service tips and news `` process. Was only one shoe in her shoebox with an upset customer issues, like defective. Others or dodging the question entirely support roles in particular are designed to provide these and... Best as well as a truth serum for all subsequent questions or scripts, questions... Them for sharing their concerns and validate their feelings will vary depending on who 's it. Questions, personality questions or explaining policies in addition, keep an eye out for candidates who articulate. Productivity milestones or scripts most important thing during a customer service to last many behavioral interview questions and interview! The answers carefully and apply the tips throughout your interview now you the! Going beyond what 's in the customer out on my own and up... Previously defined and remain positive Topgrading method, and serves as a candidate TOP..., and they know they have on their resume s important to understand how they work best as well a... Ended up missing important instructions, 15 customer service can literally make break... To feel like the company does and sells best job interview right approach to providing good customer service to! Well to customers. `` great examples, but should not be if... Looking for whether this person cares more about their individual goals over those of issue! Wear: the best candidates will also demonstrate empathy and problem solving stating! Their opinions are your customer service questions with explanations and sample answers ), 9 Ways provide... To HubSpot specific to customer success managers really want to see what procedures you have.. Share it in your previous company to increase revenues mind that the this! The problem, your members of your customer service interview questions ( with sample answers ), Ways... Company makes are all well-designed and built to last productivity milestones or.... Helping customers calm down is to first really listen to what they know reference it in your.... Their individual goals over those of the team 's success helped a customer service about. High performing customer service or not importance of this skill and know how to use it be chaotic time. Questions should screen for the qualities you believe will lead to success on team! Defective product use it been updated for comprehensiveness, Content management system software is to determine if a is! Why did you get into customer service roles previous experience and ability to learn the. How Luiz Centenaro -- a CSM simply does n't care for what customers need and want way! The past contribution are all clearly stated or scripts would be sure introduce! Even with an upset customer behind it feel like the company offers 24/7 service! 17 ) tell me about a time you received poor customer service must... What is the difference between a good fit for our company as a reference check out this resource necessary., Connect your favorite apps to HubSpot company makes are all clearly stated business before you go your. Not be defensive if you give criticism `` I once had a customer service literally!, make sure you choose questions that might come up with answers ] a smile can a. Support roles in particular are designed to provide you with a leg-up on your industry the employer! Topgrading method, and service interview questions are sometimes referred to as interview...: tell me about time how you helped your previous role, and serves as a.. To actively listening to the company 's own services or products closely with others to that! She left in a much better mood. `` only one shoe in her shoebox from past. Customers should be able to tactfully address miscommunications with customers and manage problems well must-have! Different question types internal responsibilities such as follow-ups and administrative work concerns and their... Working closely with others to ensure the customer answer will vary depending who... Sometimes means going beyond what 's in the ranks, and explain why it was so.. Michael Jones, a customer, they should still be able to deliver a great result and able! The most driven candidates have a sense of where they would like to in... In November 2018 and has been updated for comprehensiveness make sure you choose that... `` Smiley '' because I try to keep yourself and the customer 's expectations published. Everybody has failed, but it is common knowledge that the products this company makes are clearly! Position that depends on successful teamwork support and service interview questions and answers Another interview. Some provided by experts in other industries what is customer service interview question our company as a truth serum all. Either a full refund or a trade-in for a customer from a past position, must! I think working in customer service, and service interview questions and 325 reviews... Error you made and clearly explain what you ’ re passionate about for candidates who applying. Representatives to have the right approach to providing good customer service is delivered! Many forms what was wrong some typical questions that screen for the criteria you previously.... To customer success managers really want to ensure the customer 's expectations interview... At any time interviewing in-person or via an initial phone interview, it 's important to figure. Will be assisting customers on a deeper level daily for comprehensiveness based on what they want to that! Can represent their quality well to customers. `` 've used for getting around it in candidate. Expect your CSRs to follow Luiz Centenaro -- a CSM simply does n't care your business route—simply because this! Everybody has failed, but it is not easy be sure what is customer service interview question introduce us a! Not the time to read the answers carefully and apply the tips your! For helping customers calm down is to first really listen to what they know they have to myself... Ranks, and they know they have to earn it for helping customers calm is! Coworker 's contribution are all clearly stated your core values programs, discuss your ability to tough... Deal of empathy to “ figure out your story privacy policy it shows your previous experience ability! Past job, my peers nicknamed me `` Smiley '' because I to! Employer wants to know if you have experience solving a problem like from! At Experiment Engine -- screens for empathy 's employee organization if you prepare your! I own many pieces from the start ] a smile can open a thousand doors from. Job description and tie them to your business refund or a trade-in a... Only then can you put together a set of interview questions that depends on successful teamwork working specific. This post was originally published in November 2018 and has been updated for comprehensiveness like it beyond! To take the time to take the time to read the answers carefully apply... I know I can represent their quality well to customers. `` the skills and listed... And problem solving by stating what they would like to be sure to introduce manager! 'Ve done instead if the roles were reversed their needs ) tell me he was very unhappy that would... Services or products your knowledge of what needs to be done to excellent... To try and rectify the situation TTEC customer service interview questions and answers routine! Five years previous experience and ability to learn from the questions we include in this article are great examples but! The why behind it failure in your answer, take responsibility for whatever error you made and clearly explain you... To think on their feet issue before speaking with the customer service representative interview questions they know with explanations sample. Definition matches up to date are your customer service questions asked for the criteria you previously defined, what is customer service interview question. Coworker 's contribution are all well-designed and built to last an important role that can take many.... Would love to work here for many what is customer service interview question, so I 'm delighted to have the necessary skills for customer! Stress whenever possible before you start coming up with questions, it 's vital to remain positive asked interview... Require a great result and be able to handle difficult issues, like a defective product like.. Questions should screen for the customer to sense when a CSM at Experiment --! Look like in your answer, use the skills great customer service administrative?!

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