Solving for the customer sometimes means going beyond what's in the job description to provide a stellar experience. Customer Service Interview Questions And Answers . How common would long working hours or night-shifts be for me? Good answers are honest, but polite. What Does Customer Service Mean to You? 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. 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. Ask them what was wrong with the initial wording, and why they added the words that they did. Free and premium plans, Customer service software. I'm a very quick learner and would be happy to train on other programs to grow my skillset and better perform the job.". How should you answer the interview question “What is your teaching philosophy?” Here are several tips and examples to help you prepare. If the company offers 24/7 customer service, I am ready to work any time of the day”. 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. You may unsubscribe from these communications at any time. Example: "It's absolutely vital for customer service representatives to have empathy, particularly when customers are upset. 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. 333 TTEC Customer Service Representative (CSR) interview questions and 325 interview reviews. This question is particularly helpful for customer support roles that function across multiple channels. Whether you’re interviewing in-person or via an initial phone interview, these questions will help you to prepare fully and thoroughly. 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. The best customer success managers really want to prove themselves. One of the many responsibilities of a customer service representative is handling complaints from unhappy customers. Empathy must be genuine -- it's easy for a customer to sense when a CSM simply doesn't care. 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. 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 the company issued specific guidelines to mitigate the problem, I would adhere to those.". Example: "I once helped a customer who wanted to use a coupon we no longer accepted. 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. 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. They want to rise in the ranks, and they know they have to earn it. 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. Example: "I used a traditional PoS system at my last job. You can say that – Sometimes customers might have incorrect information. Marketing automation software. Why or why not? Tips for answering customer service interview 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. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. I find it makes me feel more positive and helps set customers at ease.". Look for answers such as "success was measured by the whole team reaching a CSAT of X%" or "our goal was to increase renewals by Y%." It’s not a normal 9-5 job. Hiring managers know that everyone makes occasional mistakes on the job. Below are a sample of questions we use at LawnStarter Lawn Care, as well as some provided by experts in other industries. It's an important role that can take many forms. 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. Hiring managers want to know what your career ambitions are. Sometimes, a customer's problem might be outside of your purview. Now, if I was faced with a similar issue, I would immediately ask for help so that I could begin my work successfully.". What are your pet peeves in the workplace? If you don't, consider providing an example using one of the company's own services or products. 8 Customer Service Interview Questions [With Answers] A smile can open a thousand doors right from the start. So bear in mind that the most important thing during a job interview is your attitude. Stay up to date with the latest marketing, sales, and service tips and news. 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. They must clearly communicate with customers, both by answering questions or explaining policies in addition to actively listening to the customer. Less driven candidates will say things like "I just want to work at a fun place," or "I don't really know.". Even better if they can relate this to what customers want and expect from brands in this regard. 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. 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. We're committed to your privacy. Premium plans, Connect your favorite apps to HubSpot. 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. What did success look like in your previous role? Finally, solving problems for customers is both a skill and a necessary qualification for the position.". Compiling and presenting reports on overall customer satisfaction. Can you walk me through every step in a common process? 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. I would be sure to introduce the manager to the customer to ensure the customer didn't feel abandoned.". "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. Tell me about a time you couldn't solve the customer's problem. ", 15 Customer Service Interview Questions (With Sample Answers), 9 Ways to Provide Excellent Customer Service. I think working in customer service is absolutely vital, since I'll get such a great feel for what customers need and want. I've found this works well to at least bring the customer's emotions down so that we can start addressing the actual problem.". A good customer service interview question helps you determine if a candidate has drive, coachability, positivity, empathy, and shares your company values. What was the outcome? It's a must-have interview question for customer support roles specifically because these individuals will be assisting customers on a deeper level daily. What is customer service? In your interview clearly express your knowledge of what needs to be done to provide excellent customer service and highlight your customer service skills. 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. Customer support often requires more technical abilities, and customer service is more of a positive approach, helping your company to keep customers happy. For more information, check out our privacy policy. 1. It is common knowledge that the job of a customer service representative is not easy. Support roles in particular can be chaotic if time management isn't in the candidate's skillset. Example: "I think the skills great customer service representatives most commonly have are strong communication, positivity and problem-solving. Review this list of 15 questions and answers to help you prepare for your next interview. It will help, however, if you prepare for some typical questions that might come up. It may seem like splitting hairs, but it is not. In your answer, refer to a real-life example if you have one. 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. Everybody has failed, but the important part is did the candidate learn from it -- or do they blame someone else for it? 1. How does the company ensure that the workload of each CSR remains manageable? Customer service is often a position that depends on successful teamwork. Ask this question about every company they have on their resume. Customer service representatives must remain professional under stress whenever possible. ", Interview Question: "What is your Teaching Philosophy? CSMs must be eager to learn, but should not be defensive if you give criticism. Only then can you put together a set of interview questions. How to Answer. The hiring manager will want to ensure that you have the necessary skills and tact to manage these situations successfully. Most customer service positions require a great deal of empathy. This question helps assess coachability and honesty. Why do you want this job? 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. The hiring manager wants to know if you're able to handle difficult issues, like a defective product. 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.". Here are 22 more call center interview questions that you might face as a candidate: 17 More Customer Service Interview Questions You Should Prepare. For example, does the person need to be able to think on their feet? A great customer service candidate will produce a great result and be able to articulate the why behind it. This is not an exhaustive list, nor will all of these apply to your business. 10 customer service interview questions that will help to provide you with a leg-up on your job search and interview process. 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. Do you consider yourself a ‘people person’? You may get asked this question to demonstrate that you've done some research into what the company does and sells. Additionally, I am calm under pressure and incredibly patient. If you have an example from a past job, share it in your answer. All team members must meet your company-wide standards and share your core values. 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. I've wanted to work here for many years, so I'm delighted to have the opportunity. 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.". 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. A negative person can kill a team, by talking poorly about customers or other employees. 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) See all integrations. Free interview details posted anonymously by GEICO interview candidates. 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 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.". 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. Why would you be a good fit for our company as a … 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. When you answer, be specific and try to use unique language reflective of your personal thoughts rather than a cliche response or dictionary definition. Remember, these traits are just those specific to customer success. "What does customer service mean to you?" Would you be willing to introduce us to a current or former boss as a reference? Now you have a sense of what to screen for and what questions to ask when hiring for customer service roles. It's a red flag if they only reference their individual goals over those of the team's. 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. Your customer service interview questions should screen for the criteria you previously defined. The candidate should be able to articulate the difference between a good and an "above and beyond" outcome. Written by Ryan Farley You can say that “I know the Job in the Customer service filed always be demanding regarding the work hours. Look for answers that demonstrate a competency in managing customer expectations as well as innovation on an organizational level. In the answer to this question, you're looking for positivity and empathy. 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. What time management techniques do you use when balancing your call volume vs. internal responsibilities such as follow-ups and administrative work? This comes recommended by Michael Jones, a customer support manager at JazzHR. Example: "I would love to work as a manager in this company in the next five years. For example, I once had a customer who got home to find there was only one shoe in her shoebox. Example: "In a past position, I didn't understand how to use the provided headset, but it embarrassed me to ask for help. Additional Customer Service Interview Questions to Ask: How experienced are you with X technology? What to Wear: The Best Job Interview Attire, Interview Question: "What are You Passionate About? In your answer, explain how specifically empathy helps a customer service representative do their job. "You aren't looking for the verbatim definition of empathy here, (the ability to understand and share the feelings of another). 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. When you answer, take responsibility for whatever error you made and clearly explain what you would do differently. You're looking for whether this person cares more about their individual success or their team's success. 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. The goal is to determine whether you meet the standards for optimal customer service as defined by the employer. Customer support specialists can't win them all. The candidate should have an understanding about how they work best as well as a plan for maximizing productivity based on what they know. What is customer service? Next, I would offer either a full refund or a trade-in for a different product. Here is a little preview. What was your biggest failure in your previous role, and how did you recover from it? Whether their previous role was in customer service or not, it's important to understand how they viewed success. 528 GEICO Customer Service Representative interview questions and 462 interview reviews. When you provide your anecdote, make sure the problem, your action steps and your coworker's contribution are all clearly stated. Bad answers involve blaming others or dodging the question entirely. Before you start coming up with questions, it's important to understand what you are hoping to learn from the questions. The following questions are ones commonly asked by interview candidates who are applying for customer service roles. Depending on the specifics of your customer service role, the hiring manager might expect you to work on customer service software. Customer Service Interview Questions. Be honest about why you want to work in the position when you answer. Going the extra mile can be tough in environments that have strict productivity milestones or scripts. Example: "My process for helping customers calm down is to first really listen to what they're saying. Hiring managers want to see that you're able to tactfully address miscommunications with customers and manage problems well. This question comes up in many customer service interviews because it lets employers see what philosophy and mindset you’d bring to the position. Tell me about a time that you had to go the extra mile for a customer. ", Related: 9 Ways to Provide Excellent Customer Service. The best pick things up very quickly. Free interview details posted anonymously by TTEC interview candidates. Customer service job interview questions. Working closely with others to ensure proper customer service is being delivered. 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 would you rewrite this canned response? The prospective employer wants to know that you have the right approach to providing good customer service. Even if they raise their voice, I try to keep myself calm by taking deep breaths. @rj_farley. Every new hire must be a positive person. Regardless of how an employer frames the question, they’re likely interested in discovering how you believe customers … Hiring managers might start the interview off by asking for your definition of customer service. 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. 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. How up to date are your customer service tools and systems? This is a way to determine if a candidate is driven or not. 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.". 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. When you answer, describe the product or service and then honestly answer why you like it. Customer service representatives interact frequently with customers, meaning they must know how to communicate and remain positive. What was the toughest customer service case you've ever handled? The information on this site is provided as a courtesy. 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). Why did you get into customer service, and where do you see your career advancing in the next 5 years? So the perfect answer will vary depending on who's asking it. They want to see how you think about the position and the customer. 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. However, support roles in particular are designed to provide these outcomes and delight customers. Since it shows your previous experience and ability to navigate tough situations. 1. 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. 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. A coworker helped me with the headset during my next shift. 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? The hiring manager might ask this question to see what procedures you have to keep yourself and the customer from becoming overly emotional. I love that the products this company makes are all well-designed and built to last. 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. 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. How could it have gone better? Use descriptors for yourself that align well with the necessary skills for a customer service representative in your answer. They must be driven, but not entitled. 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.". It's imperative that you learn as much as you can about the business before you go into your interview. These may include: Speak specifically to the company's employee organization if you can. This is another great opportunity to share an anecdote from a past position if you have one. When this happens, you must handle the situation delicately. Be honest about your trajectory and thoughtful about how this position will support your career goals when you answer. This is similar to the previous question in that it helps assess whether a candidate cares about the team or themselves. This is the most overlooked thing. Before your interview, it’s important to “figure out your story. Nevertheless, you should focus on things you can control — your interview answers , your preparation, your clothes, your smile, your mindset… Indeed is not a career or legal advisor and does not guarantee job interviews or offers. 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. For yourself that align well with the headset during my next shift internal responsibilities such follow-ups! You 're able to articulate the difference between customer service an anecdote from a past position you... 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