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- By Jeff Gillis I want to give you a quick and easy way to get started preparing for your job interview, and of course, that begins with learning how to answer the most common job interview questions for ! What Is Your Greatest Strength? What Is Your...
15 Customer Service Interview Questions (With Sample Answers)
We have written an in depth blog post on why should we hire you here. DO: Show the hiring manager that you are uniquely suited to filling this position. Show you know some significant details about the company and their general practices because you have researched the firm and are prepared. This is your chance to shine. Make it count. Do you want a word-for-word sample answer to this question? We have written an in depth blog post over at: What are your strengths and weaknesses?Top 10 Interview Questions For 2021 (…And How To Answer Them)
DO: Grab hold of the opportunity this question gives you. This question really lets you guide the interview where you want it to go. This your chance to relate your most impressive success story, so take advantage! Highlight a strength that is crucial to the position. As I mentioned earlier Find out from your company research and from the job description what strengths the company puts a lot of stock into. For a more thorough look at the what is your greatest weakness question click here. DO: Show that you are aware of your weakness and what you have done to overcome it. Are you here just for a paycheck or do you see yourself becoming an integral part of the company and growing along with it? DO: Talk about specific things you like about the company. Be complimentary. Most people enjoy being flattered. Jeff's Tip Bring up something specific that you've found during your company research phase and tie it in with your answer.- For example, if you discovered that they recently held an inaugural live event bringing together people from around the country in their niche, bring it up! The event or anything else interesting you discover can be an example of why you admire the company and want to work for them. This tactic will help you stand out from your competitors and get the hiring manager seeing you in the job already. If you left voluntarily be sure to explain why. For example: You wanted a different challenge. DO: If it was because you left voluntarily then reference a specific characteristic that the company you are interviewing for has that you are attracted to.
- If you were let go, be honest and explain the situation and own it. The fact is you may have several accomplishments you could pick from. Pick one that will have the most impact. For example, if you were relating an accomplishment that centered around " teamwork ", you could finish your answer with something like: " Relate a story where you dealt with a problem successfully.
- This shows your value. Be specific and fairly concise. Use the S. Coworker, boss or customer! Jeff's Tip To really stand out, tell a success story that not only shows you handling a problem that could arise in the position you're interviewing for, but also shows you have multiple other desired qualities you know from your research the company desires. For example, you could tell a problem solving story about you handling a productivity problem at your last job by exhibiting leadership and your ability to handle conflict between coworkers. In other words, combine multiple desired qualities into one answer. For more in depth info on this question check out our blog post: Where do you see yourself in 5 years.
- DO: Demonstrate when you answer the question your level of commitment to the position they are interviewing you for. You need to show commitment. Terrible response. This question gives you a fantastic opportunity to stand out from the crowd and show your knowledge and passion for the company or organization you are interviewing for. Always have a few questions prepared and have one based around something you found during your company research phase. For more in depth info, check out our blog post: Top 14 questions to ask during an interview. DO: Focus your questions on the company and what you can do for them. This will show your passion and knowledge of the company. This can be a little daunting to ask BUT can really pay off.
- Jeff's Tip Just because the interviewer may often ask you this question at the end of the interview doesn't mean you shouldn't ask any questions beforehand. In fact, one of the best ways to turn the interview from an "interrogation" into a "conversation between colleagues" is to ask questions throughout the interview. Asking questions throughout will make the interviewer see you as part of the team already and it will calm your nerves if you have any significantly. Conclusion Ok there you have it. Our top list of job interview questions for The key thing to remember is to focus on the needs of the company instead of your own when answering any job interview question.
- In order to have a successful interview, applicants must prepare ahead of time. In this article, we provide 15 common customer service questions with explanations and sample answers. Related: Guide To Customer Service Customer service interview questions with sample answers 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. Review this list of 15 questions and answers to help you prepare for your next interview. Related: 20 Customer Service Tips What is customer service? Hiring managers might start the interview off by asking for your definition of customer service.
- They want to see how you think about the position and the customer. When you answer, be specific and try to use unique language reflective of your personal thoughts rather than a cliche response or dictionary definition. 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. It's an important role that can take many forms.
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One of the many responsibilities of a customer service representative is handling complaints from unhappy customers. The hiring manager will want to ensure that you have the necessary skills and tact to manage these situations successfully. If you have experience solving a problem like this from a past position, you can reference it in your answer. 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. Sometimes, customers just want you to hear them, and they want to feel like the company cares about them and their opinions.- For example, I once had a customer who got home to find there was only one shoe in her shoebox. 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. She left in a much better mood. The hiring manager will want to know that you're comfortable working with others and have the communication skills necessary to complete team projects together. When you provide your anecdote, make sure the problem, your action steps and your coworker's contribution are all clearly stated.
- Example: "We had a particularly busy day after the launch of a new product, and one of our point of sale machines went down, causing checkout lines to grow long. 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. Sometimes, a customer's problem might be outside of your purview. 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.
- Speak specifically to the company's employee organization if you can. Example: "If I wasn't able to help the customer, I would ask the customer to rest comfortably while I paged the floor manager. Then, I would relay the situation to the manager so they had an understanding of the issue before speaking with the customer. I would be sure to introduce the manager to the customer to ensure the customer didn't feel abandoned. Customer service representatives interact frequently with customers, meaning they must know how to communicate and remain positive. Use descriptors for yourself that align well with the necessary skills for a customer service representative in your answer. Example: "At my last job, my peers nicknamed me "Smiley" because I try to smile as much as possible. I find it makes me feel more positive and helps set customers at ease.
- The hiring manager wants to know if you're able to handle difficult issues, like a defective product. This is another great opportunity to share an anecdote from a past position if you have one. If you don't, consider providing an example using one of the company's own services or products. 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.
- Next, I would offer either a full refund or a trade-in for a different product. If the company issued specific guidelines to mitigate the problem, I would adhere to those. Depending on the specifics of your customer service role, the hiring manager might expect you to work on customer service software. Describe any experience you have. If you don't have any experience working with specific programs, discuss your ability to learn and openness to training. Example: "I used a traditional POS system at my last job. I'm a very quick learner and would be happy to train on other programs to grow my skillset and better perform the job. The hiring manager wants to know that you're serious about the role and find enjoyment in the responsibilities. Be honest about why you want to work in the position when you answer.
- Example: "I love this company. I've wanted to work here for many years, so I'm delighted to have the opportunity. Since I'm so passionate about the work that you do here, I know that I would do well when helping customers with any questions they might have. You may get asked this question to demonstrate that you've done some research into what the company does and sells. You must learn as much as you can about the business before you go into your interview. When you answer, describe the product or service and then honestly answer why you like it. Example: "As someone who exercises every day, finding workout clothes that are supportive and long-lasting is really important to me. I love that the products this company makes are all well-designed and built to last. I own many pieces from the brand, and I know I can represent their quality well to customers. 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.
- In your answer, use the skills and qualifications listed in the job description and tie them to your own skills when possible. Example: "I think the skills great customer service representatives most commonly have are strong communication, positivity and problem-solving. They must clearly communicate with customers, both by answering questions or explaining policies in addition to actively listening to the customer. It's vital to remain positive, even with an upset customer. Finally, solving problems for customers is both a skill and a necessary qualification for the position. Customer service representatives must remain professional under stress whenever possible. The hiring manager might ask this question to see what procedures you have to keep yourself and the customer from becoming overly emotional. If you have an example from a past job, share it in your answer. Example: "My process for helping customers calm down is to first really listen to what they're saying.
- Even if they raise their voice, I try to keep myself calm by taking deep breaths. Once the customer finishes speaking, I thank them for sharing their concerns and validate their feelings. I ask what they would like to see the company do to try and rectify the situation. I've found this works well to at least bring the customer's emotions down so that we can start addressing the actual problem. Hiring managers want to know what your career ambitions are. 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.
- Be honest about your trajectory and thoughtful about how this position will support your career goals when you answer. Example: "I would love to work as a manager in this company in the next five years. I think working in customer service is absolutely vital since I'll get such a great feel for what customers need and want. 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.
- Most customer service positions require a great deal of empathy. Understanding and appreciating the customer's point of view can help you better meet their needs. Hiring managers want to be sure you understand the importance of this skill and know how to use it. In your answer, explain how specifically empathy helps a customer service representative do their job.
- Example: "It's absolutely vital for customer service representatives to have empathy, particularly when customers are upset. 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. What they want to see is that you're capable of recognizing your errors, learning from them and performing more effectively the next time you're faced with that situation.
Top Interview Questions 2021: From Most Common To Most Unusual
When you answer, take responsibility for whatever error you made and clearly explain what you would do differently. Example: "In a past position, I didn't understand how to use the provided headset, but it embarrassed me to ask for help. I tried to figure it out on my own and ended up missing important instructions. A coworker helped me with the headset during my next shift. Now, if I was faced with a similar issue, I would immediately ask for help so that I could begin my work successfully. Sometimes customers might have incorrect information. When this happens, you must handle the situation delicately. Hiring managers want to see that you're able to tactfully address miscommunications with customers and manage problems well. In your answer, refer to a real-life example if you have one. Example: "I once helped a customer who wanted to use a coupon we no longer accepted.- He was very unhappy that I wouldn't accept the coupon and continued to tell me he was right and I was wrong. I told him I was just as frustrated as he was that the coupon was no longer valid and offered him some alternative discount options.
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Alison Doyle Updated April 22, If you are applying for a retail or customer service job, or any other position where you have personal contact with consumers or businesses, your interviewer will be eager to find out how you would interact with customers and provide them with assistance. A typical job interview question for this type of customer-focused position is "What is good customer service? Read on to learn more about the questions you might be asked during an interview for a customer service representative job.- How to Answer Interview Questions About Customer Service The interviewer wants to know what you consider to be quality customer service, how you define good customer service, and how you would be willing to provide it to customers. The best way to answer is to share a story about how you handle customer issues when they arise in the workplace. In your answer, be prepared to give specific examples of good customer service either from your work experience or from your personal experiences as a consumer. What Is Good Customer Service? The short definition of customer service is making sure the customer is happy. The longer version is to ensure the customer or client is satisfied with the product or service provided, and with the sales, delivery, installation, use, and other components of the purchasing process.
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