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:
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.
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.
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.
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.
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!
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.
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.
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.
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.
Question Overview: This question is designed to gauge a candidate’s ability to handle difficult situations with poise and professionalism.
Sample Answer: I was in a car accident when I was 17 and broke my arm. I was in a lot of pain and had to have surgery. It was hard to deal with the pain and the recovery process, but I knew that if I wanted to get better, I had to be patient.
Question Overview: This question is designed to determine if a candidate is a good fit for the role and company culture. It will also give you insight into their career goals and aspirations.
Sample Answer: I can provide the company with exceptional customer service that will help it achieve its goals and maintain a positive reputation. I’m a hard worker who is always willing to go above and beyond for the company and its customers. I’m also a quick learner who is eager to learn new skills and take on new challenges.
Question Overview: This question gives candidates the chance to sell themselves and demonstrate their enthusiasm for the role. Answer this question with a confident and enthusiastic tone to show that you’re a strong candidate.
Sample Answer: I’m a strong candidate because of my experience in customer service, my ability to work well with others and my passion for helping people. I’ve worked as a customer service representative for three years and I’ve learned how to handle a variety of customer issues, including billing problems, product returns and technical issues. I’m also a great team player who is willing to go above and beyond to help my colleagues and customers.
Question Overview: This question gives you a chance to learn about a candidate’s interest in the company and their motivation for applying.
Sample Answer: I’ve been a customer of your company for years and I’ve always been impressed by your commitment to quality and customer service. I’m excited to join the team and help you continue to build a strong reputation in the industry.
Question Overview: Customer service representatives often work outside of normal business hours to accommodate customers. This question helps you determine if a candidate is willing to work odd hours and if they have the ability to stay focused and motivated during off-hours.
Sample Answer: I’m available to work flexible hours. At my last job, I worked a lot of evening shifts and weekend hours because my company was open 24/7. I was happy to do it because I knew it would help me build a strong customer base.
Question Overview: Customer service experience is essential for a customer service representative. This question helps you gauge a candidate’s experience and determine if they have the knowledge and skills to succeed in the role.
Sample Answer: I’ve been in customer service for three years. During that time, I’ve worked with several different companies and have gained extensive experience in handling customer complaints, resolving billing issues and providing technical support.
Question Overview: This question gives you the chance to learn more about a candidate’s personality and work ethic. It’s also a good opportunity to gauge their confidence level and determine if they are a good fit for the role.
Sample Answer: I’m a hard worker who is passionate about customer service. I’m also a team player who is willing to go above and beyond to help my colleagues and customers. I’m always looking for ways to improve my performance and I’m eager to learn new things.
Question Overview: While it’s important to hire candidates with a strong track record of success, it’s also important to hire candidates who are willing to acknowledge their shortcomings and work to improve them. This question will help you determine if a candidate is willing to acknowledge their weaknesses and if they have the self-awareness to improve them.
Sample Answer: I’m a perfectionist and I tend to be hard on myself when I make mistakes. I’m always looking for ways to improve my performance and I’ve learned that it’s important to give myself credit for my accomplishments.
Question Overview: This question is a great way to learn about a candidate’s work history and gain insight into their career goals. It’s also a good opportunity to find out if they have any reservations about your company or the role.
Sample Answer: I left my last job because I wanted to expand my customer service skills and gain experience working with a larger team. I’m excited to join your team and look forward to learning more about your company.
Question Overview: This question gives you insight into a candidate’s motivation and desire to join your company. It also helps you determine if they have researched your company and the role.
Sample Answer: I’m really excited about the opportunity to join your team. I’ve been a customer of yours for years and I’ve always admired your dedication to quality customer service. Your company has a reputation for being a leader in the industry and I’d love to be part of that.