Top Customer Service Manager Interview Questions with Example Answers [2020]

Prepare for your Customer Service Manager interview by going through these most asked Customer Service Manager interview questions. Additionally, get access to sample answers and interviewer's expectations.

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  • Question: How do you manage stress?
  • 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.

      What the interviewer is looking for:
    • - Ability to identify stressors
    • - Ability to prioritize tasks
    • - Ability to communicate with others

  • Question: Tell me about a time when you had to make a difficult decision.
  • 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.

      What the interviewer is looking for:
    • - Ability to think on their feet
    • - Ability to make quick decisions
    • - Willingness to take risks

  • Question: What is your biggest weakness?
  • 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.

      What the interviewer is looking for:
    • - Acknowledgement of a weakness that does not affect their ability to perform the job
    • - Ability to overcome weaknesses and improve performance

  • Question: Why do you think you are the right candidate for this position?
  • 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.

      What the interviewer is looking for:
    • - Knowledge of the company's mission
    • - Ability to identify with the company's mission
    • - Passion for the position and company

  • Question: How did you handle a difficult customer at your previous job?
  • 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.

      What the interviewer is looking for:
    • - Ability to identify the problem
    • - Ability to solve the problem
    • - Ability to communicate with the customer

  • Question: How would you deal with an angry customer?
  • 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.

      What the interviewer is looking for:
    • - Ability to identify and understand the problem
    • - Ability to communicate with the customer in a calm manner
    • - Ability to resolve the issue

  • Question: Tell me about a time when you had to solve a problem with multiple possible solutions, and how you decided on your specific course of action.
  • 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.

      What the interviewer is looking for:
    • - Ability to think critically about a problem
    • - Ability to identify possible solutions
    • - Ability to prioritize the best solution

  • Question: Why do you want to work for us?
  • 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.

      What the interviewer is looking for:
    • - Passion for the company's mission and goals
    • - Ability to communicate the company's mission and goals
    • - Willingness to learn about the company's mission and goals

  • Question: If you have to make a compromise between quality and quantity, what would it be, and how would you make the decision?
  • 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.

      What the interviewer is looking for:
    • - Ability to identify a situation in which they had to make a compromise
    • - Ability to make a decision that is best for the customer
    • - Ability to think about the long-term effects of their decisions

  • Question: If you could work anywhere in the store where would it be and why?
  • 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.

      What the interviewer is looking for:
    • - A desire to work in a specific area of the store
    • - A willingness to work in any area of the store
    • - A desire to learn new skills