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: 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: 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.
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: 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.
Question Overview: This question can help you determine if a candidate is a good fit for the role. If they’ve been working in the field for a long time, they’re likely to have the experience and knowledge needed to excel in the position.
Sample Answer: I’ve been working in customer service for over five years. I started out as an entry-level customer service representative and worked my way up to a senior customer service representative position.
Question Overview: This question is a great way to gauge a candidate’s interest in the role. If they don’t know much about the position, they probably aren’t a good fit.
Sample Answer: I know that the primary responsibility of a customer service representative is to provide exceptional customer service. I also know that my role will be to answer customer calls and emails, handle returns and process payments. I’ve read about your company and I’m excited to learn more about your products and services.
Question Overview: This question is a great way to gauge a candidate’s ambition and commitment to customer service. It also gives you insight into their career goals and how they might fit into your company’s long-term plans.
Sample Answer: I’m looking for a position that will allow me to use my customer service skills to help build a strong, positive image of the company. I want to advance my career by gaining experience in different departments and eventually become a manager.
Question Overview: This question gives you insight into a candidate’s interest in the company and their motivation for applying. It also helps you determine if they have researched the company and understand its mission and values.
Sample Answer: I’ve been a customer of Uline for years and I’ve always been impressed with your customer service. I love your products and I’m excited to be part of a team that provides exceptional service to customers.
Question Overview: This question gives candidates the chance to sell themselves and explain why they are the best person for the job. It also gives you the opportunity to assess their confidence and enthusiasm for the role.
Sample Answer: I’m a great fit for this position because I have a passion for customer service. I’ve been working in customer service for over five years and have always been committed to providing excellent service to my customers. I’m also a quick learner and I’m excited to learn more about your company and products.
Question Overview: This is a straightforward question that gives you an opportunity to gauge a candidate’s experience. If they haven’t worked in customer service, you can ask them to describe a time when they provided exceptional customer service.
Sample Answer: I have worked in customer service for over five years. I started as a call center representative and moved up to a supervisor position. In my last role, I was responsible for managing a team of customer service representatives and ensuring they were providing the highest level of customer service.
Question Overview: Customer service representatives are often the first to go above and beyond for customers, but they should also be able to identify times when they’ve gone above and beyond for a customer. This question will help you determine if a candidate is willing to go the extra mile for customers and if they have the ability to think quickly on their feet.
Sample Answer: I once helped a customer who was trying to return an item that had been discontinued. After checking with my supervisor and looking through our database, I found a similar item that the customer could exchange for. It wasn’t exactly what they wanted, but I was able to find an acceptable solution that made them happy.
Question Overview: This question is designed to uncover a candidate’s self-awareness and honesty. It’s important to know if a candidate is aware of their shortcomings and willing to work on them.
Sample Answer: I’m a perfectionist and I tend to take on too much. I’m working on delegating tasks to my co-workers so I can focus on my strengths.
Question Overview: This question gives you insight into a candidate’s character and work ethic. It will also give you an idea of what they value and how they define success.
Sample Answer: My proudest achievement was when I was promoted to a leadership role at my last job. I was responsible for training new customer service representatives and helping them develop their skills. I was also in charge of maintaining our company’s social media presence and increasing our online presence.
Question Overview: Customer service representatives are often required to work evenings, weekends and holidays. This question helps you determine if a candidate is willing to work these hours and if they have any scheduling conflicts.
Sample Answer: I’m available to work full-time Monday through Friday from 8 a.m. to 5 p.m. I’m also available to work overtime when needed.