How to Answer Common Customer Service Interview Questions?
10 Most Common Customer Service Interview Questions And How To Answer Them
As a business owner and customer service manager, there is no guaranteed method that makes your interview revel if this candidate will be an engaged and productive team member, however, one of the most important tools that you might use and might help you a little bit to see the bigger picture is asking the right customer service interview questions.
The right customer service interview questions will reveal useful information as they will force you, as a candidate for the customer service job, to think on your feet and draw on your experience.
As a business owner asking the right interview question will help you see interviews how they react, speak, and how they will handle real-life situations. Asking the right question will help you avoid wasting your time and energy hiring the wrong candidate.
In this article, we will discuss some of the most common customer service interview questions, and the perfect way to answer them.
1- What Is Customer Service?
This question might seem a little bit cliche, but in fact, it tells a lot about your candidate.
There are a variety of answers to this question, however, there is a common answer that you need to hear from your interviewee. there is a short version for this answer; making the customer satisfied and happy, and there is the longer version; that ensures that the customer is satisfied with the product or the service that your company and your business provide.
If your interviewee didn’t mention any of the above answers you need to reconsider hiring them.
2- How Would You Define Good Customer Service?
This question will help you to know what are the underlying beliefs of your candidates about the role of customer service.
How they think about the customer service role in society and the organization will tell you a lot about their character.
3- What Does Great Customer Service Mean To You?
The best answer to this question will be the ability of your candidate to explain why customer service matters to a business or a company.
The perfect candidate will be able to give clear and good examples of good and bad customer service.
4- Why Do You Want To Work In Customer Service?
This is one of the trickiest questions you will ask for a candidate. Although it is a tricky question, it tells a lot about your candidate and how they see the role of customer service.
You need to be aware of the people who think and believe that customer service is just a door to get where they want, as those will not be an added value for your business.
5- If the Customer has communicated with a lot of customer service agents and didn’t get what they want, what is the best way to deal and help that customer?
This question measures your candidate’s emotional intelligence, empathy, and reflectiveness.
In your candidates’ answers, you need to hear specif and real-life stories of their past experiences.
6- What information you should include in your conversation with the customer, and what should be left out?
This question is one of the most important questions, this one will measure your candidate’s communication skills. Communication skills are one of the most important skills that your customer service agent should have, the ability to communicate clearly with an appropriate level of detail is what you should be looking for in your candidate.
7- In your opinion, what makes a good team?
In this question, you will be measuring your candidates’ attitudes, and how they approach work.
According to their answers, you shall be able to see and understand how it is going to be working with them, if they are going to be supportive or not, whether they are willing to gain any new skills or not, and so on.
8- Why Should I Hire You? How Can You Add Value To Our Company and Business?
From this question, you will get a sense of how your candidate mix with the company culture. But this is also a variant on the question, “Why should we hire you?” making this question an opportunity for you to make the case for your candidacy.
9- What is the most difficult situation you faced with a customer and how you dealt with it?
In this question, you will be able to measure your candidate’s ability to solve the problem and how they will react under pressure.
This is one of the behavioral interview questions, candidates will be able to show how they act under pressure and in difficult situations and how they can be helpful in response to unhappy and unsatisfied customers.
10- What are the qualities that should be in a person to deliver strong and perfect customer service?
The answer to this question will be a mirror for your candidate values and the strong points they have.
According to your company’s standard values and what you are looking for you will accept the candidate’s answer.
There is no right or wrong answer to this question, it is all based on the business values and company standards.
The previous questions are just some of the most common interview questions for a customer service job, in the following few lines some tips on how you should be answering those questions:
Always look for chances to share meaningful examples and real-life stories. It will make your answer more persuasive.
Ask your interviewer a few questions like What’s the environment like here? What are your new products/ projects?