Question Overview: The ideal candidate should be able to identify their stress management techniques and explain why they find them effective.
Sample Answer: I take a few minutes to myself to do some deep breathing exercises. I find that this helps me to focus on the task at hand and not let my stress get the best of me.
Question Overview: The ideal candidate should be able to provide a specific example of a difficult decision they had to make. The candidate should explain the situation, the decision they made, and the outcome of their decision.
Sample Answer: A customer was upset because we did not have the item he wanted in stock. I was able to locate the item at another store and offered to deliver it to him. The customer was very grateful for my help, and I was able to resolve the situation quickly.
Question Overview: The ideal candidate should be able to identify a weakness that does not affect their ability to perform the job. For example, if they are not a morning person, they should explain how they have overcome this weakness and how it has positively affected their performance.
Sample Answer: I am not a morning person; however, I have learned to adjust my schedule so that I can be at my best during the day. I wake up at 7:00 AM every day and exercise for 30 minutes before I start my day.
Question Overview: The ideal candidate should be able to explain why they are the right candidate for the position. The response should be specific to the position and company. The candidate should also be able to explain why they are interested in the company and position.
Sample Answer: I am a customer service manager who is passionate about providing excellent customer service. I have been working in customer service for five years and have had experience working in different departments. I am excited to work for your company because I have heard great things about it and I feel that I can contribute to your mission of providing excellent customer service.
Question Overview: The ideal candidate should be able to explain the situation, how they handled it, and the outcome.
Sample Answer: A customer was upset because she was not able to use a coupon on a product that did not match her coupon. I was able to identify that she had a coupon for a different product and that we did not have the item in stock. I offered to give her a rain check for the item and told her that I would call her when we received it.
Question Overview: The ideal candidate should be able to identify the situation, explain how they handled the situation, and follow-up with how they resolved the issue.
Sample Answer: I would first ask the customer to step aside so that we could talk in private. I would then ask them what was wrong and listen to their concerns. I would then explain how we could fix the problem and apologize for any inconvenience caused.
Question Overview: The ideal candidate should be able to identify a problem that they had to solve and how they approached the situation. The candidate should also be able to explain how they decided on their specific course of action.
Sample Answer: A customer came into the store and asked for a refund on an item that he had purchased two weeks prior. He said that he was not satisfied with the product and that it did not meet his expectations. I asked him if he had tried using the product for a longer period of time, and he said that he had. I then asked him if he had contacted customer service before coming into the store, and he said that he had not. I then explained to him that we could not give him a refund because we do not offer refunds on opened items.
Question Overview: The ideal candidate should be able to explain why they want to work for the company and how they can contribute to the company's mission and goals.
Sample Answer: I have always been a huge fan of your company. I love the way you are able to create a community of customers who are willing to share their experiences with one another. I feel that I can contribute to this community by providing excellent customer service.
Question Overview: The ideal candidate should be able to identify a situation in which they had to make a compromise between quality and quantity. The candidate should then explain how they made the decision and what the outcome was.
Sample Answer: I would choose quality over quantity. I would inform the customer that we were out of stock on the item they wanted, but I would offer them a similar item at the same price.
Question Overview: The ideal candidate should be able to explain why they would want to work in a specific area of the store. The answer should be specific and not just a general statement.
Sample Answer: I would like to work in the warehouse because I enjoy working with my hands and building things. I would also like to learn how to pack and ship orders.
Question Overview: The ideal candidate should provide a real-life example of a time when they worked hard to solve a problem. The story should be brief and include the problem, the solution, and the outcome.
Sample Answer: I was working with a customer who was having issues with her computer. She was unable to access her email and was frustrated because she had important documents that she needed to send out. I tried several different solutions, but none of them worked. I then called the company's technical support line and was able to get her access to her email within minutes.
Question Overview: The ideal candidate should be able to explain why they want to be a customer service manager. The response should be specific, and the candidate should be able to explain how their past experiences have led them to this point in their career.
Sample Answer: I want to be a CSM because I enjoy helping others and making sure that they are satisfied with the service that they receive. I also enjoy being able to work with a team and being able to help them improve their skills.
Question Overview: Customer service managers are often required to work long hours and weekends. The ideal candidate should be able to provide their availability, as well as their availability during peak and slow times.
Sample Answer: I am available during the week from 8 a.m. to 5 p.m., and I am available on the weekends from 8 a.m. to 1 p.m.
Question Overview: The candidate should be able to explain how they feel about unions. Do they support them or not? Do they think that unions are necessary in the workplace?
Sample Answer: I believe that unions are necessary in the workplace because they protect employees from unfair treatment. I know that there are pros and cons to unions, but I do not feel that they are necessary in my workplace.
Question Overview: The ideal candidate should be able to provide an example of a time when they had to stand their ground on something. The candidate should also explain why they felt the need to stand their ground and how they were able to do so.
Sample Answer: I was working with a customer who was upset because we did not have the item she wanted in stock. She was yelling at me and other employees. I remained calm and told her that we would be happy to order the item for her. I also offered her a coupon for a discount on another item.
Question Overview: The ideal candidate should be able to explain how they would handle a situation where two associates are not working well together. The candidate should be able to identify the problem and provide a solution that would allow the two associates to work together.
Sample Answer: I would first try to get the two employees together and ask them what the issue is. If they are unable to work together, I would try to find a way for them to work together. For example, I would have one of them train the other on a specific task.
Question Overview: The ideal candidate should be able to explain how they would handle a disagreement with their manager and how they would resolve the issue.
Sample Answer: I would first try to understand the reason behind my manager's decision. If I still disagreed with the decision, I would ask for a compromise. If that did not work, I would ask my manager to reconsider her decision.
Question Overview: The ideal candidate should be able to explain the process of saving tax deduction on interest for senior citizens. The candidate should also be able to explain how they would go about explaining this process to a senior citizen.
Sample Answer: A senior citizen can save tax deduction on interest by opening a fixed deposit account. They can open this account with any bank or financial institution. The interest earned on the account is taxable; however, the senior citizen can claim the deduction on their income tax return.
Question Overview: The ideal candidate should be able to identify a strength that is relevant to the position. It is important to note that the candidate should not simply state a skill that they possess, but rather, how they utilize that skill in their daily routine.
Sample Answer: I am very good at thinking on my feet. I have been able to resolve issues in the workplace quickly and efficiently. I am also good at working in a team environment because I am able to motivate my team members and create a positive work environment.
Question Overview: As a customer service manager, you must be able to prioritize tasks and make quick decisions. This question is designed to see how the candidate prioritizes tasks in a stressful situation.
Sample Answer: I would ask for the location of the child and then call the parents. I would then call security and ask them to stop the shop lifter. I would then ask a staff member to take care of the child until security and the parents arrive.