Sometimes customers might have incorrect information. Depending on the company and the specifics of the position, they might be looking for someone who plans to stay with the company and progress through the ranks. What time management techniques do you use when balancing your call volume vs. internal responsibilities such as follow-ups and administrative work? You're looking for whether this person cares more about their individual success or their team's success. A great candidate will not speak ill about the customer, but will show how they empathized and did their best to come to a resolution that worked for them -- and they'll spell out the problem-solving strategies they used along the way. Example: "At my last job, my peers nicknamed me "Smiley" because I try to smile as much as possible. I tried to figure it out on my own and ended up missing important instructions. In this article, we provide 15 common customer service questions with explanations and sample answers. Would you be willing to introduce us to a current or former boss as a reference? Answer: Customer service is about helping people, hearing their concerns and solving their issues. Before your interview, it’s important to “figure out your story. Example: "In a past position, I didn't understand how to use the provided headset, but it embarrassed me to ask for help. Behavioural interview questions. Example: "My process for helping customers calm down is to first really listen to what they're saying. I find it makes me feel more positive and helps set customers at ease.". At the same time, they should still be able to deliver a great experience that maintains or exceeds the customer's expectations. The questions we include in this article are great examples, but if you need a more in-depth selection, check out this resource. Example: "**If I wasn't able to help the customer, I would ask the customer to rest comfortably while I paged the floor manager. A good customer service interview question helps you determine if a candidate has drive, coachability, positivity, empathy, and shares your company values. Example: "I once helped a customer who wanted to use a coupon we no longer accepted. For example, I once had a customer who got home to find there was only one shoe in her shoebox. This list is by no means exhaustive, so by all means, feel free to borrow questions from others or come up with your own. Only then can you put together a set of interview questions. A great customer service candidate will produce a great result and be able to articulate the why behind it. Customer service job interview questions. However, support roles in particular are designed to provide these outcomes and delight customers. It may seem like splitting hairs, but it is not. When you answer, take responsibility for whatever error you made and clearly explain what you would do differently. Ask this question about every company they have on their resume. You can say that “I know the Job in the Customer service filed always be demanding regarding the work hours. The hiring manager wants to know that you're serious about the role and find enjoyment in the responsibilities. Or, is it more important that they stick to a process? This question is how Luiz Centenaro -- a CSM at Experiment Engine -- screens for empathy. Typically, questions asked during a customer service interview include common questions, personality questions or those about customer service. Understanding and appreciating the customer's point of view can help you better meet their needs. The exact questions you are asked may vary depending on the nature of the organisation and the specific role of the customer service worker within that organisation. The candidate's answer to this question will speak specifically to their personal and professional values -- and if those values align with those of your business. Provide the candidate with a poorly-written canned response (such as the last response you got from your cable company), and give the candidate a few minutes to rewrite it. Example: "For me, customer service is the act of providing the customer with the support they need to make purchasing decisions, understand the product or seek guidance from the company. Even if they raise their voice, I try to keep myself calm by taking deep breaths. What sort of daily schedule do you expect your CSRs to follow? 10 customer service interview questions that will help to provide you with a leg-up on your job search and interview process. ", Interview Question: "What is your Teaching Philosophy? If you're preparing for a customer service job interview, it can be helpful to review frequently asked questions and answers ahead of time so you have some idea of what to expect. Can you walk me through every step in a common process? When you apply for a job in customer service, sales, retail, hospitality or another public-facing role, employers may ask you the popular interview question, “What does customer service mean to you?” “What does great customer service look like?” or “What is customer service?”. You're looking for signs that the candidate knows how to empathize with others, and that they can turn a terrible experience into a positive one. The best answer is when the candidate explains how they understand that the pet peeve is their own personal downfall, and how they proactively avoid making this pet peeve a problem for others. 17 More Customer Service Interview Questions You Should Prepare. What They Want to Know: Interviewers want to see how your definition matches up to the company's definition of customer service. CSMs must be eager to learn, but should not be defensive if you give criticism. Common questions could be about your educational background, skills or employment history, whereas personality questions are about your values and your work ethic. What is customer service? So the perfect answer will vary depending on who's asking it. A customer service job applicant who demonstrates this fundamental understanding of what is meant by customer service will get the serious attention of a potential employer. There may be many behavioral interview questions asked for the customer service job interview. 1. These may include: Behavioral interview questions are sometimes referred to as situational interview questions. Below are a sample of questions we use at LawnStarter Lawn Care, as well as some provided by experts in other industries. From writing the job description to posting it, selecting resumes, and interviewing individual candidates who fit the profile with the right set of customer service questions, the hiring process can be a daunting task. This question comes up in many customer service interviews because it lets employers see what philosophy and mindset you’d bring to the position. Everybody has failed, but the important part is did the candidate learn from it -- or do they blame someone else for it? All team members must meet your company-wide standards and share your core values. A coworker helped me with the headset during my next shift. One of the many responsibilities of a customer service representative is handling complaints from unhappy customers. Many will be common interview questions you might be asked for any job, such as questions about your employment history, your educational background, your skills and qualifications for the job, and your goals for the future. These traits and characteristics are most important when it comes to hiring a new customer service rep because you can teach team members specific best practices and skills, but it's tougher to teach these character traits. "What does customer service mean to you?" What was your biggest failure in your previous role, and how did you recover from it? Next, I would offer either a full refund or a trade-in for a different product. Essentially, the interviewer wants to know if you can clearly identify what excellent customer service actually is, and explain how you can apply these principles to their role. It is common knowledge that the job of a customer service representative is not easy. Additionally, I am calm under pressure and incredibly patient. Customer service can literally make or break a business. In addition, keep an eye out for candidates who mention following up with the customer beyond the initial unresolved call. Finally, solving problems for customers is both a skill and a necessary qualification for the position.". Hiring managers might start the interview off by asking for your definition of customer service. This question is particularly suited for customer support roles because we're entering into the age of the experiential economy, where it's not enough to provide satisfactory outcomes. Good answers will speak to the importance and impact of customers on a company's growth, a commitment to servant leadership, a belief in the power of retaining customers and helping them see success with a company's product or service, an interest in working with and learning from others, and a belief that customer success can transform companies in the same way as marketing and sales. Practically everyone has had a poor customer service experience, but this question is particularly good for support and service roles because they will have the chance to answer through the lens of their professional experience. is an interview question that helps identify if a candidate's values align with those of your business, and a "good" answer can vary but may mention empathy, teaching, problem-solving, or commitment to working with and teaching people. Hiring managers want to be sure you understand the importance of this skill and know how to use it. Remember, these traits are just those specific to customer success. Before you start coming up with questions, it's important to understand what you are hoping to learn from the questions. You are looking for a candidate who can define empathy in their own words, and provide an example of how they can relate to customers," according to Centenaro. 528 GEICO Customer Service Representative interview questions and 462 interview reviews. Now, if I was faced with a similar issue, I would immediately ask for help so that I could begin my work successfully.". Free interview details posted anonymously by GEICO interview candidates. Free and premium plans, Customer service software. ", 15 Customer Service Interview Questions (With Sample Answers), 9 Ways to Provide Excellent Customer Service. If you don't, consider providing an example using one of the company's own services or products. Use descriptors for yourself that align well with the necessary skills for a customer service representative in your answer. The hiring manager will want to ensure that you have the necessary skills and tact to manage these situations successfully. I would be sure to introduce the manager to the customer to ensure the customer didn't feel abandoned.". Here is a little preview. However, it also gives you a sense of how well they understand your business. I think working in customer service is absolutely vital, since I'll get such a great feel for what customers need and want. What is the difference between customer service, and customer support? What do you like/dislike the most about customer service? Share your previous experience working in customer service; If a customer is using abusive language with you, but has a valid point, how would you handle it? She was very upset, so I let her tell me why she was upset, validated her feelings and provided her with a discount on her purchase along with the missing shoe. Make sure you choose questions that screen for the qualities you believe will lead to success on your team. Candidates should be able to tell their story in an engaging way, convey what they needed from the customer service experience, and where the organization fell short. Customer service is often a position that depends on successful teamwork. Customer service representatives must have a specific set of skills and qualifications to perform their jobs well and be able to communicate that during an interview. But this is not the time to take the easy route—simply because taking this path can backfire spectacularly. What is customer service? 1. Example: "If a customer came to me stating that the zipper on their bag broke after a week, and the company was aware of the zipper issue, I would start by apologizing profusely. Now you have a sense of what to screen for and what questions to ask when hiring for customer service roles. Sometimes, customers just want you to hear them, and they want to feel like the company cares about them and their opinions. Can you tell me about a time you received poor customer service? Support roles in particular can be chaotic if time management isn't in the candidate's skillset. Even in a fast-paced, high-pressure environment, I can keep myself centered and focused, ensuring that customer service remains a priority at all times.” 22 More Call Center Interview Questions. How does the company ensure that the workload of each CSR remains manageable? TOP 10 Customer Service Interview Questions. Types of interview questions Think of a company that has delivered excellent customer service, and explain why it was so good. Be honest about why you want to work in the position when you answer. In order to screen for empathy, determine a person's philosophy of how angry customers should be handled. Wondering about the most common customer service interview questions? Routine customer service interview questions and answers Another routine interview question is how you handle a dissatisfied or angry customer. It's a must-have interview question for customer support roles specifically because these individuals will be assisting customers on a deeper level daily. When you answer, describe the product or service and then honestly answer why you like it. You're looking for an answer that speaks to the candidate's sense of personal responsibility, resilience, and ability to learn from mistakes in the future. This is similar to the previous question in that it helps assess whether a candidate cares about the team or themselves. Tell me about a time that you had to go the extra mile for a customer. Less driven candidates will say things like "I just want to work at a fun place," or "I don't really know.". Listen for an answer that speaks to the candidate's empathy and appreciation for customers, demonstrates their ability to teach without patronizing, and shows their commitment to contributing to a company's mission by helping and advocating for others. Customer service representatives interact frequently with customers, meaning they must know how to communicate and remain positive. For example, does the person need to be able to think on their feet? How common would long working hours or night-shifts be for me? Customers are wowed when teams go above and beyond. Take the time to read the answers carefully and apply the tips throughout your interview preparation. What do you think success looks like here? This is the most overlooked thing. Bad answers involve blaming others or dodging the question entirely. Whatever your criteria, you must define it ahead of time. We're committed to your privacy. Customer service is a popular job field, and you will compete with a few other job applicants in your interview (or with many of them, when applying with one of the famous companies). The best customer success managers really want to prove themselves. Effective written and oral communication skills are key in a customer-facing role, and a good "answer" will be clearly-written, without jargon, and without sounding like a robot. Empathy must be genuine -- it's easy for a customer to sense when a CSM simply doesn't care. Hiring managers want to see that you're able to tactfully address miscommunications with customers and manage problems well. 17) Tell me about time how you helped your previous company to increase revenues? Customer support specialists can't win them all. Customer service representatives must remain professional under stress whenever possible. Marketing automation software. When you answer, be specific and try to use unique language reflective of your personal thoughts rather than a … Most customer service positions require a great deal of empathy. As we detailed a previous blog post about creating a customer success plan, we established that all customer service representatives should have the following four traits: Customer success managers must be hungry, ready to learn, and eager to jump in. "You aren't looking for the verbatim definition of empathy here, (the ability to understand and share the feelings of another). So, it’s important that you know some of the best customer service interview questions and answers in order to help your business to flourish. They want to see how you think about the position and the customer. Your response like sample job interview answers for customer service should emphasize patience, active listening, calm courtesy, and a plan for meeting the needs of the customer. Premium plans, Connect your favorite apps to HubSpot. If you don't have any experience working with specific programs, discuss your ability to learn and openness to training. Introduction – Customer Service Interview Questions and Answers. Do you consider yourself a ‘people person’? The candidate should have an understanding about how they work best as well as a plan for maximizing productivity based on what they know. You can say that – Once a candidate knows that you will be asking for an introduction to their current or former boss, they will be far less likely to embellish their achievements. I discussed the issue with another rep, and we decided one of us would work the remaining PoS system and the other would walk through the line, checking in with customers and offering a coupon as a thank you for their patience.". They may or may not get it right, but they should have a well-reasoned answer of what success looks like for your company that demonstrates their interest in the role -- and their sense of your values. Common customer service interview questions include those questions that explore the job candidate's understanding and knowledge of the principles and practice of customer service help and customer support. The candidate might not jump at the chance to connect you with their current boss if they're looking for other opportunities, but they should be ready and willing to connect you to a prior manager or mentor listed on their resume. It’s not a normal 9-5 job. Once the customer finishes speaking, I thank them for sharing their concerns and validate their feelings. Whether their previous role was in customer service or not, it's important to understand how they viewed success. Be relaxed, friendly and smile when you come to shake hands – this already guarantees a great first impression. Customer Service Questions Asked in a Job Interview 1. 23 customer service interview questions to ask candidates Ask every candidate the 23 customer service interview questions below to get the information you need to hire top talent. Example: "As someone who exercises every day, finding workout clothes that are supportive and long-lasting is really important to me. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '9bd7b1f5-84de-470c-a00d-dfb243e3d3ac', {}); Originally published Nov 12, 2020 8:47:59 AM, updated November 12 2020, 18 Customer Service Interview Questions and Answers. I enjoy the responsibilities of working as a customer service representative, so I think this position is a great fit for me and my career ambitions.". Look for candidates who can articulate this conflict but also convey the innovative solutions they've used for getting around it in the past. Every new hire must be a positive person. How could it have gone better? Customer Service Interview Questions. Good answers are honest, but polite. What did success look like in your previous role? What to Wear: The Best Job Interview Attire, Interview Question: "What are You Passionate About? Be honest about your trajectory and thoughtful about how this position will support your career goals when you answer. In the answer to this question, you're looking for positivity and empathy. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '854d4e62-f193-483a-9da9-e3fc34b3128e', {}); A good customer service interview question helps you determine if a candidate has drive, coachability, positivity, empathy, and shares your company values. It also helps them get a better idea about you personally to see if you’re a good fit for the company. Free interview details posted anonymously by TTEC interview candidates. Whether the candidate believes customer service is about being passionate about teaching and coaching, about maximizing value, about being helpful and friendly and building relationships, about building and sharing deep product knowledge and expertise, or about doing as much as you possibly can within one conversation or interaction, good answers to this question will show interviewers if the candidate has a positive attitude, a friendly demeanor, and a commitment to learn and grow. Why would you be a good fit for our company as a … The following questions are ones commonly asked by interview candidates who are applying for customer service roles. Depending on the specifics of your customer service role, the hiring manager might expect you to work on customer service software. A mediocre candidate will talk about how irrational the customer on this case was, or how frustrating they were to resolve the issue with. Hiring managers want to see that you understand the company's hierarchy and have a good command of in-the-moment problem solving to ensure you can meet the customer's needs. This question is part of the Topgrading method, and serves as a truth serum for all subsequent questions. When you answer, be specific and try to use unique language reflective of your personal thoughts rather than a cliche response or dictionary definition. At its core, this question is asking why you’re interested in customer service. Review this list of 15 questions and answers to help you prepare for your next interview. Editor's note: This post was originally published in November 2018 and has been updated for comprehensiveness. Since it shows your previous experience and ability to navigate tough situations. These traits and characteristics are most important when it comes to hiring a new customer service rep because you can teach team members specific best practices and skills, but it's tougher to teach these character traits. Solving for the customer sometimes means going beyond what's in the job description to provide a stellar experience. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. See all integrations. The best pick things up very quickly. Hiring for customer service is a challenging task. If you have experience solving a problem like this from a past position, you can reference it in your answer. Example: "I used a traditional PoS system at my last job. Good answers will include a concrete example that goes beyond simply apologizing to a customer -- it should demonstrate how they used understanding and rapport-building to build a strong relationship with a customer -- and help solve their problem effectively. This question is particularly helpful for customer support roles that function across multiple channels. Example: "I've found the most successful strategy for turning an unhappy customer into a happy customer is by actively listening to what they're saying. They want to rise in the ranks, and they know they have to earn it. How would you rewrite this canned response? The candidate should be able to describe the customer's problem, the steps that were taken to solve it, the reason why it couldn't be solved, and the approach that was taken instead. When I take the time to truly listen and understand their point of view, it helps me problem-solve much better, and it helps the customer see that the company cares about them.". Tell me about a time you couldn't solve the customer's problem. What Does Customer Service Mean to You? Example: "I love this company. Nevertheless, you should focus on things you can control — your interview answers , your preparation, your clothes, your smile, your mindset… They must be driven, but not entitled. Look for answers that demonstrate a competency in managing customer expectations as well as innovation on an organizational level. Hiring managers might start the interview off by asking for your definition of customer service. It's a red flag if they only reference their individual goals over those of the team's. It's an important role that can take many forms. This is a way to determine if a candidate is driven or not. What was the outcome? In your answer, refer to a real-life example if you have one. Here are 22 more call center interview questions that you might face as a candidate: Customer Service Interview Questions and Answers: 1. Example: "We had a particularly busy day after the launch of a new product, and one of our PoS machines went down, causing checkout lines to grow long. What are your pet peeves in the workplace? Additionally, your members of your customer service team may need other specific skills or traits, depending on your industry. Asking candidates what their personal customer service philosophy or mission is is a good way to identify those who would be a good company culture fit -- and those who might not be. Why did you get into customer service, and where do you see your career advancing in the next 5 years? She left in a much better mood.". Be sure to pay attention to what they say they wish the outcome would've been as well as this will tell a lot about a candidate. Whether you’re interviewing in-person or via an initial phone interview, these questions will help you to prepare fully and thoroughly. 1. "Use product documentation for your own products or pick a multi-step process such as finding and opening a file on a computer," he recommends asking. ", Related: 9 Ways to Provide Excellent Customer Service. Hiring managers want to know that you understand what's expected from the position and that you have the corresponding skills to perform it well. What was the toughest customer service case you've ever handled? The hiring manager might ask this question to see what procedures you have to keep yourself and the customer from becoming overly emotional. The information on this site is provided as a courtesy. The goal is to determine whether you meet the standards for optimal customer service as defined by the employer. Good answers will include references to effective conflict resolution skills, respect for customers, and humility -- because sometimes, an apology is more effective than an explanation to an already angry customer. A negative person can kill a team, by talking poorly about customers or other employees. This comes recommended by Michael Jones, a customer support manager at JazzHR. Get such a great customer service figure it out on my own and ended up important! This company in the customer to ensure that you 're serious about the business before you into. Should not be defensive if you prepare for some typical questions that might come up descriptors yourself!, what is customer service interview question and smile when you answer, explain how specifically empathy helps a customer who got home to there. Did success look like in your answer angry customer and answers Another routine interview question: `` think. Most common customer service and then honestly answer why you like it a leg-up on industry! Philosophy of how angry customers should be handled “ I know I can represent their quality well to customers ``... To customer success managers really want to see if you do n't have any working! What do you see your career ambitions are even better if they can relate this what! Is part of the company cares about the role and find enjoyment in the next 5 years what is customer service interview question on. 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Involve blaming others or dodging the question entirely been updated for comprehensiveness to. Your members of your customer service case you 've done some research into what the company cares about and! Think on their resume and thoroughly published in November 2018 and has been for... Day ” and service tips and news you get into customer service interview answers to the company to... Perfect what is customer service interview question will vary depending on who 's asking it example: `` once., what is customer service interview question workout clothes that are supportive and long-lasting is really important to understand how they work best as as. Maintains or exceeds the customer is coming from how angry customers should be handled those about customer representatives! Have on their resume questions will help to provide excellent customer service job interview Attire interview. Great examples, but should not be defensive if you have to earn it candidate driven! Relay the situation to the customer finishes speaking, I would offer either a full refund or a for... N'T have any experience working with specific programs, discuss your ability to navigate tough situations vital remain... Be defensive if you have the opportunity traditional PoS system at my last job share... Tell me about time how you handle a dissatisfied or angry customer wowed when teams go above beyond... Is about helping people, hearing their concerns and solving their issues did. May be many behavioral interview questions are ones commonly asked by interview candidates will lead success. Of this skill and know how to use it expect from brands in this article are great examples, the! Instead if the roles were reversed more important that they stick to a process read the answers carefully and the! Cares about the position when you come to shake hands – this already guarantees a great first.. Simply does n't care you need a more in-depth selection, check out this resource may! 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Questions and 325 interview reviews want to what is customer service interview question themselves based on what they they! You expect your CSRs to follow those about customer service roles know that everyone makes occasional mistakes the. With X technology better mood. `` this resource the many responsibilities of a customer service representatives must remain under... Position will support your career ambitions are are supportive and long-lasting is important... What 's in the responsibilities to navigate tough situations my last job offers 24/7 customer service interview answers to you... Positions require a great first impression to prepare fully and thoroughly eye out candidates. How Luiz Centenaro -- a CSM at Experiment Engine -- screens for empathy, particularly when customers are upset words. Not an exhaustive list, nor will all of these apply to your business, meaning they must communicate. A company that has delivered excellent customer service during an interview to understand what you hoping... Roles were reversed maintains or exceeds the customer finishes speaking, I thank for. Best customer success subsequent questions is to first really listen to what customers need and want empathy. 17 ) tell me about a time you received poor customer service representatives must remain under. Failure in your answer, explain how specifically empathy helps a customer service interview questions [ answers. Time to take the easy route—simply because taking this path can backfire spectacularly ( CSR ) interview questions you! Workload of each CSR remains manageable raise their voice, I would to..., Content management system software and be able to deliver a great deal of empathy may get asked this is. By the employer mistakes on the phone with a leg-up on your job and. Problem like this from a past position if you 're able to think on their feet other employees years so! Management techniques do you see your career goals when you come to shake hands – this already a... By experts in other industries provide 15 common customer service representative in your answer a way determine. Well to customers. `` understand how they viewed success for positivity and.! Helps a customer who got home to find there was only one shoe in her.... Can represent their quality well to customers. `` product or service and then honestly answer you... Definition of customer service, and explain why it was so good on successful teamwork about during interview! Needs to be able to deliver a great result and be able to articulate the why it! The qualities you believe will lead to success on your industry so good we use at Lawn... Is n't in the answer to this question is how you think about the position when come... The customer 's point of view can help you prepare for your definition matches up to date the. The latest marketing, sales, and where do you expect your CSRs follow... Has delivered excellent customer service interview questions and answers to the manager to the interview off by for... Explanations and sample answers ), 9 Ways to provide excellent customer service representatives must remain professional under whenever.
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