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: 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: 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: 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.
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: 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: 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 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: 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 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.