Question Overview: This question allows you to learn about the candidate's attitude toward customer service. You'll learn whether he or she understands the importance of customer service and whether he or she has a passion for providing excellent service. You'll also learn whether he or she has a realistic view of the job and whether he or she is likely to be satisfied with the position.
Sample Answer: Customer service is helping customers with their needs. I enjoy helping people and making them happy.
Question Overview: This question gives you an opportunity to see how the customer service associate candidate responds to difficult situations. You'll learn how he or she handles stress, and you'll be able to see how he or she deals with a difficult customer. You'll also learn how the candidate would handle a situation in which he or she was not able to provide a solution.
Sample Answer: I had a customer who was upset because of a delay in delivery. I apologized for the delay and explained that the product was on backorder. I offered a discount on the product and assured him that I would contact him as soon as it arrived.
Question Overview: This question helps you determine whether the customer service associate candidate is interested in growing with your business. You'll learn about his or her career goals and whether he or she is looking for a long-term position. You'll also learn whether the candidate would be interested in a promotion or if he or she would prefer to remain at the same level.
Sample Answer: I would like to continue working in customer service and eventually become a supervisor.
Question Overview: This question allows you to find out why the customer service associate candidate is interested in your business. You'll learn about his or her reasons for applying for this position. You'll also learn whether the applicant has done any research about your business and whether he or she is familiar with your products and services.
Sample Answer: I'm interested in working for your business because I've heard good things about it. I like the products you sell and I think I'd be a good fit for this position.
Question Overview: This question allows you to see how the customer service associate candidate views his or her career. You'll learn whether he or she is looking for a long-term position or a stepping stone to another job. You'll also learn whether he or she has goals and plans for his or her career.
Sample Answer: I would like to advance within the company. I would like to learn more about the company's products and services.
Question Overview: This question reveals the customer service associate candidate's communication skills and personality. You'll learn how well he or she can express him or herself and whether he or she is able to provide a clear picture of his or her strengths and weaknesses. You'll also learn about his or her values, goals and interests.
Sample Answer: I'm a recent college graduate with a degree in business. I enjoy working with people and have experience in customer service. I'm looking for a job where I can use my communication skills to help customers.
Question Overview: This question helps you understand how the customer service associate candidate may work with others. You'll learn if he or she is a team player and if he or she is able to work independently. You'll also learn how well he or she communicates with others.
Sample Answer: I enjoy working with a team. I am able to work independently when needed. I am able to communicate clearly and effectively with my team members.
Question Overview: This question gives you an opportunity to learn about the customer service associate candidate's self-confidence and self-awareness. You'll learn whether he or she is able to articulate his or her strengths and weaknesses. You'll also learn whether the applicant has done his or her research into your business and whether he or she has a good understanding of the position.
Sample Answer: I have experience working in customer service and I have a passion for helping people. I know that I would be a great fit for this position.
Question Overview: This question gives you the opportunity to learn whether the customer service associate candidate is available to work the hours that you need. You'll also learn whether he or she has any scheduling conflicts that would prevent him or her from working the hours you need.
Sample Answer: I am available to work the hours selected.
Question Overview: This question gives you insight into the customer service associate candidate's attitude and work ethic. You'll learn whether he or she is willing to go above and beyond the call of duty to help a customer. You'll also learn whether he or she is able to remain calm and professional in stressful situations.
Sample Answer: I helped a customer who was having trouble with her online order. I stayed on the phone with her until she was able to complete her order.
Question Overview: This question provides insight into the candidate's work ethic and attitude. You'll learn whether he or she is willing to be honest about his or her previous job experience. You'll also learn whether the applicant is able to work well with others and whether he or she has a tendency to blame others for his or her mistakes.
Sample Answer: I didn't like that my supervisor was always late. I think it's important to be on time.
Question Overview: This question helps you understand the customer service associate candidate's ability to sell. You'll learn whether he or she is able to persuade others to purchase products and services. You'll also learn whether he or she is comfortable with this type of interaction.
Sample Answer: I sold a new product line to a customer who was hesitant about trying it. I explained the benefits of the product and showed him how it worked. He was convinced and purchased the product.
Question Overview: This question helps you determine whether the customer service associate candidate is interested in your particular position and whether he or she will be a good fit for your business. You'll learn whether he or she has any plans to leave the area or to move up in your company. You'll also learn whether he or she has any other skills that could be beneficial to your business.
Sample Answer: I plan to stay in the area for at least a year. I'd like to work my way up in the company and eventually become a supervisor.
Question Overview: This question helps you understand how the customer service associate candidate might handle difficult situations. You'll learn about his or her ability to remain calm and professional under pressure. You'll also learn about his or her problem-solving skills and how he or she would handle a situation differently in the future.
Sample Answer: I was working on a project with a coworker. We had a disagreement about how to proceed. I was able to resolve the issue by speaking with my coworker and explaining my point of view.
Question Overview: This question helps you understand how the customer service associate candidate would handle unexpected events. You'll learn how he or she would react to a situation that was not planned for. You'll also learn how the candidate would handle a situation that he or she had not been trained for.
Sample Answer: I was left in charge of a group of customers who were waiting for their food. The cook had called out sick, so I had to take over his duties. I had to change my plans and prepare the food myself. I was able to keep the customers happy and the food came out great.
Question Overview: This question gives you insight into how the customer service associate candidate might respond to a difficult situation. You'll learn how he or she would handle a similar situation in the future. You'll also learn how he or she might handle a similar situation differently in the future.
Sample Answer: I wish I had been more patient with a customer who was upset with my service. I was frustrated because of a personal situation and took it out on the customer. I have since learned to take a deep breath and count to ten when I'm feeling frustrated.
Question Overview: This question gives you a chance to learn about the customer service associate candidate's knowledge of your business and his or her interest in working for you. You'll learn whether he or she has done research into your company and whether he or she is familiar with your products and services. You'll also learn whether the applicant has a genuine interest in working for your company.
Sample Answer: I've been a customer of yours for several years. I know that you have an excellent reputation for customer service. I'm interested in working in customer service and would appreciate the opportunity to work for your company.
Question Overview: This question allows you to find out about the applicant's experience working with others. You'll learn whether he or she has the ability to work well with others, and you'll be able to gauge his or her social skills. You'll also be able to determine whether he or she is a good team player.
Sample Answer: I was part of a team that worked on a project for a class. We had to present our findings to the class. I worked well with my team and we all received an A.
Question Overview: This question gives you an idea of the candidate's physical stamina and ability to work in different conditions. You'll learn whether he or she would be able to handle the physical demands of the job.
Sample Answer: I am comfortable working in the elements. I have worked outside in all kinds of weather.