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

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

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  • Question: What is your experience in sales?
  • Question Overview: Customer service representatives must be able to sell their company’s products and services to customers. This question helps you determine if a candidate has the sales skills to close a deal.

    Sample Answer: I’ve been selling my whole life. I’ve sold everything from candy to clothes and I’ve always been successful. I’m a natural salesperson and I love it!

      What the interviewer is looking for:
    • - Sales experience
    • - Ability to persuade
    • - Persistence

  • Question: How would you convince me to buy this pen?
  • Question Overview: Customer service representatives must be able to sell products and services to customers. This question gauges a candidate’s ability to persuade and close a sale.

    Sample Answer: I would tell you that this pen is the best on the market. It writes smoothly and doesn’t smudge, and it’s available in several colors. I would also tell you that it’s on sale for $2.99, which is 30% off the regular price of $4.99.

      What the interviewer is looking for:
    • - Sales skills
    • - Persuasive abilities
    • - Ability to abide by comp

  • Question: What would you do if you had an angry fan?
  • Question Overview: A customer service representative’s job is to make customers happy, but sometimes they can’t. If a customer is upset, it’s important to know how to handle the situation effectively. Ask this question to determine if a candidate knows how to diffuse a tense situation and turn an angry customer into a happy one.

    Sample Answer: If I had an angry fan, I would take a deep breath and listen to what they had to say. I would try to understand their concerns and find out what I could do to help them. If they were upset about a product or service issue, I would apologize for the inconvenience and offer a solution. If they were upset about something else, I would try to empathize with them and find out if there was anything I could do to help.

      What the interviewer is looking for:
    • - Conflict resolution skills
    • - Stress tolerance and resilience
    • - Ability to abide by comp

  • Question: What do you know about Privacy and Professional Standards?
  • Question Overview: Privacy and Professional Standards are critical to the success of a customer service department. This question helps you determine if a candidate is aware of the importance of these standards and if they have the ability to uphold them.

    Sample Answer: I’m very familiar with Privacy and Professional Standards. I’ve read the company’s Privacy Policy and I know that it’s my responsibility to adhere to it. I also know that it’s important to keep customer information confidential and that I must be professional at all times.

      What the interviewer is looking for:
    • - Awareness of privacy and professional standards
    • - Commitment to following them

  • Question: Can you pass a background check?
  • Question Overview: Background checks are a standard part of the hiring process for customer service representatives. This question will help you determine if a candidate has any red flags that could jeopardize their employment.

    Sample Answer: I have never been convicted of a crime and I have no criminal record. I have never been arrested or charged with a crime.

      What the interviewer is looking for:
    • - Honesty
    • - Integrity
    • - Criminal record

  • Question: What do you know about our company?
  • Question Overview: Customer service representatives are the face of a company, so it’s important to hire candidates who are passionate about the brand. This question will help you determine if a candidate is familiar with your company’s products and services, and if they have researched your company prior to the interview.

    Sample Answer: I know you’re a large software company that develops and sells products to help businesses manage their customer relationships. I’ve read about your products online and I’m very interested in working for a company that is committed to helping customers succeed.

      What the interviewer is looking for:
    • - Passion for the company
    • - Knowledge of the company
    • - Desire to work for the company

  • Question: What do you like to do in your free time?
  • Question Overview: This question gives you insight into a candidate’s personality and interests. It also helps you determine if a candidate is a good fit for the company culture.

    Sample Answer: I love to spend time with my family and friends, go to the movies, read and cook. I’m also an avid runner and have run several marathons.

      What the interviewer is looking for:
    • - Personality traits
    • - Cultural fit
    • - Interests

  • Question: Which web based applications are you proficient in?
  • Question Overview: Customer service representatives are often required to use web-based applications to access customer information, submit requests and track orders. This question will let you know if a candidate has the technical skills to perform these tasks.

    Sample Answer: I’m proficient in the following web-based applications:

      What the interviewer is looking for:
    • - Technical skills
    • - Computer literacy
    • - Familiarity with softw

  • Question: How do you handle difficult situations?
  • Question Overview: Difficult situations are inevitable in customer service, but how a candidate responds to them can make or break their success. This question will help you determine if a candidate has the ability to stay calm and think on their feet when a customer is upset.

    Sample Answer: I always stay calm and listen intently to a customer’s concerns. I never get defensive or argue with them. Instead, I ask questions to understand their issue and try to find a solution that works for them. At my last job, I dealt with difficult customers by listening to their concerns and trying to find a solution that worked for both of us.

      What the interviewer is looking for:
    • - Stress tolerance
    • - Conflict resolution skills
    • - Ability to abide by comp

  • Question: What would you do if your manager did something that violated company policy or the law?
  • Question Overview: Customer service representatives must be able to trust their managers to make the right decisions and uphold company policies. This question will help you determine if a candidate will be able to trust their manager and work effectively with them.

    Sample Answer: I would report my manager’s actions to the appropriate person in the company. At my last job, I was promoted to a managerial role and I made sure to follow all company policies and procedures. I also made sure my employees were aware of our policies and encouraged them to report any violations to me.

      What the interviewer is looking for:
    • - Trustworthiness
    • - Honesty
    • - Integrity