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 will help you determine whether the customer service associate candidate has a sufficient knowledge of your products. You'll learn whether he or she is familiar with the materials and components that you use in your products. You'll also learn how well he or she can explain these differences to customers.
Sample Answer: CPVC is a type of PVC that is more resistant to heat. It is often used for plumbing.
Question Overview: This question gives you insight into the customer service associate candidate's ability to handle difficult situations. You'll learn whether he or she is able to remain calm and professional when management is not available. You'll also learn how well he or she can handle customer issues independently.
Sample Answer: I had a customer who was upset about a product. I was able to resolve the issue by listening to his concerns and finding a solution that worked for him.
Question Overview: This question helps you understand how the customer service associate candidate may respond under pressure. You'll learn if he or she would be able to handle difficult situations independently or if he or she would need too much assistance with these kinds of incidents. You'll be able to gauge his or her strengths and weaknesses. This question will also provide insight into the candidate's temperament and emotional maturity.
Sample Answer: I remain calm and try to understand the customer's needs. I explain the situation and apologize for any inconvenience.
Question Overview: This question gives you an opportunity to find out how the customer service associate candidate handles pressure. You'll learn whether he or she is able to remain calm and focused in stressful situations. You'll also learn whether he or she has the ability to work independently and to prioritize tasks.
Sample Answer: I take a deep breath and remind myself that I can handle the situation. I then take care of the problem at hand.
Question Overview: This question is a simple one that allows you to find out when the customer service associate candidate can start. You'll learn how soon he or she can begin working for you and whether he or she has any scheduling conflicts.
Sample Answer: I can start on Monday.
Question Overview: This question reveals the customer service associate candidate's ability to work with others. You'll learn whether he or she is able to work with a team and whether he or she is able to understand the needs of others. You'll also learn whether he or she is able to communicate effectively and work well with customers.
Sample Answer: I worked with a co-worker to develop a training program for new hires. We gathered information from our manager and other employees. We then developed an outline for the training program and presented it to our manager.
Question Overview: This question is designed to see how well the customer service associate candidate can think on his or her feet. You'll learn whether he or she is able to quickly and accurately answer questions about your products and services. You'll also learn whether the applicant has a good understanding of your business and its products.
Sample Answer: A 4770k is a processor that runs at 4.7 GHz.
Question Overview: This question helps you understand how the customer service associate candidate was able to get an interview with you. You'll learn if he or she has a network of contacts that could be helpful to your business. You'll also learn how the applicant was able to find out about your company and position.
Sample Answer: I scheduled my interview through the company's website.
Question Overview: This question gives you an opportunity to learn about the customer service associate candidate's strengths and how he or she will contribute to your team. You'll learn about his or her values and how he or she will fit into your organization.
Sample Answer: I am very good at listening to customers and helping them find solutions to their problems. I am also very good at working with my coworkers to solve problems.
Question Overview: This question provides insight into the customer service associate candidate's interests and personality. You'll learn whether he or she has any hobbies or activities that would make him or her a good fit for your team. You'll also learn whether the applicant is able to maintain a balance between work and personal life.
Sample Answer: I like to spend time with my family and friends. I also enjoy reading, watching movies, and going to the gym.