🎓 10 Common Questions Asked in a Customer Service Interview
Customer service is a crucial aspect of any business, and it can make or break a company's success. As a job seeker, it's essential to show that you're the right person for the job. In this article, we'll share ten common questions recruiters ask during a customer service interview and provide example responses. By listening closely to these answers, you'll understand what employers are looking for in this role. We'll also share a bonus tip that many applicants don't bother with, but in the long run, it can make all the difference. Let's dive in!
🤔 Question 1: Why do you want to work here?
Recruiters want to see that you have knowledge of the company and share a personal interest in the role. An effective answer might be, "I'm actually a customer myself, and I'm consistently impressed by the quality of your products and service. In the rare instance I have an issue with an order, I have been able to speak to a real person and have been really impressed with the fast, solution-oriented approach. It's important to me that any company I represent is putting customers first, and that's why I'm interested in this role."
🤔 Question 2: Why do you want to work in customer service?
The goal here is to understand your motivation. The interviewer wants to know that you have a service-minded mentality and that you truly enjoy helping others. A strong response would be, "Naturally, I am energized by people, and I love to help where I can. Seeing the direct impact I can have on a customer is very rewarding to me. There is a high level of responsibility in being the face or the voice of a company, and I take pride in that role."
🤔 Question 3: How would you handle a difficult or unhappy customer?
Prepare a story following the STAR method (Situation, Task, Action, Result) and relate that experience to the role at hand. For example, "I've worked in many roles where I've resolved customer dissatisfaction. In my last role as a barista, I once took a drive-through order for a customer who ordered a holiday frappuccino. About ten minutes later, the customer called us in dissatisfaction and said that the drink had tasted burnt. Although I took her order and did not make her drink, I listened sincerely, apologized, thanked her for being a customer, and then did my best to make things right. If given the opportunity to represent your organization, I would handle difficult situations similar to this with empathy, sincerity, and kindness."
🤔 Question 4: What makes you a good fit for this customer service role?
Employers want to know what qualities make you suitable for their position and if you can maintain your composure when things don't run smoothly. A great example would be, "I empathize with those in need of help and am mindful of company resources. In my previous role at a bakery, there was a situation with an upset customer. A cake did not meet her expectations, even though I wasn't the representative who had taken her initial order, and it did appear that there was actually nothing wrong with the cake. I still felt it was my responsibility to make things right. So I asked her why she was unhappy, and it turns out it was about the presentation and not the actual cake itself. I got that fixed right away. No matter the problem at hand, I always look for achievable solutions while showing compassion through my voice and body language."
🤔 Question 5: Tell us about a time when you made a mistake.
Explain a reasonable but not huge failure. For example, "In the first week of my last job, I was learning the computer automated phone system. I received a questionable call and needed to consult with my manager. Instead of placing the customer on hold, I accidentally hung up on him. When the customer called back, I could sense his frustration. I apologized for the mistake and for adding to any frustration, and luckily, he did understand and appreciated my sincere apology. Because of this experience, I learned quickly to write down a customer's phone number at the beginning of the call. My process not only improved the customer experience but my service as a whole."
🤔 Question 6: Tell me about a time when you received bad customer service.
Share a specific example using the STAR method and then share how that experience has shaped your definition of good customer service. For example, "The other day, I was using a self-checkout station at the grocery store. With each item, the scanner paused and said, 'Help is on the way.' A few minutes later, a representative came over to my station and asked if I needed help with anything but was unaware of my checkout challenges. From this experience, I learned that while we can't always solve every customer problem, we can pay attention to our surroundings and watch for customer issues. If I had simply felt seen and heard in that situation, I would have felt ten times better."
🤔 Question 7: Tell me about your scheduling requirements.
Recruiters may have to fill particular shifts, including nights and/or weekends. Be prepared to be asked about your preferences. An example might sound like, "I have school on Mondays, Wednesdays, and Fridays. On those days, I'm available between 7 a.m. and 12 p.m. and from 3 p.m. to 6 p.m. I have no schedule restrictions on the weekends, and I am eager to maximize my availability."
🤔 Question 8: Give an example of a time when you worked under pressure.
Companies with customer-facing roles can experience peak periods during the holidays, special occasions, or events. These fast-paced environments can test how you perform in high-pressure situations. For example, "My old company ships flowers nationwide, so naturally, Valentine's Day was always busy. We'd often end up delivering shipments late, but last year, we actually delivered every flower arrangement on time. We worked together as a team, taking breaks and covering for each other when needed. We even followed up with every customer over the phone to ensure that online orders were entered correctly, saving time from correcting mistakes later. Although every Valentine's Day was high pressure, we did our best as a team to anticipate the unexpected while delivering excellent customer service along the way."
🤔 Question 9: Tell me about a time when you went above and beyond for a customer.
This is a question that you should try to address in an interview to showcase your superior skills. For example, "In a past role, I had a regular customer who came into our clothing store about once a month. Over time, I had learned that she was a business reporter for the local newspaper. On one occasion, she called the store needing a wardrobe refresh and asked for a virtual personal shopper. We didn't have that service, but I picked out a few pieces of clothing that I thought she would like based on her previous purchases. At the time, we did not offer home delivery, but I asked our delivery service to drop off her items. She was so grateful for the service, and as a result, she included our store in an article about local businesses with stellar customer service."
🤔 Question 10: Do you have any questions for me?
This is your opportunity to interview the company. A good way to leave a strong final impression is to ask, "I noticed you get tons of five-star customer reviews, which speaks highly of your team. How would you describe your most successful employee?" This question shows that you've done your homework and are sincerely interested in not just getting the job but also doing it well.
🎉 Bonus Tip: Follow up after the interview.
After the interview, send a thank-you note to the interviewer. This gesture shows that you appreciate their time and are still interested in the position. It's also an opportunity to reiterate your interest in the role and highlight any skills or experiences that you didn't get to mention during the interview.
🌟 Highlights
- Demonstrate knowledge of the company and share your personal interest in the role.
- Understand your motivation and show that you have a service-minded mentality.
- Prepare a story following the STAR method and relate that experience to the role at hand.
- Be honest about your availability and set expectations.
- Explain a reasonable but not huge failure and what you learned from it.
- Share a specific example of bad customer service and how it shaped your definition of good customer service.
- Be strategic in what you ask during the interview to show off what you already know and assess if the job is right for you.
- Follow up after the interview with a thank-you note.
❓ FAQ
Q: What are some common customer service interview questions?
A: Some common customer service interview questions include "Why do you want to work here?", "How would you handle a difficult or unhappy customer?", and "Tell me about a time when you went above and beyond for a customer."
Q: How can I prepare for a customer service interview?
A: Research the company, practice answering common interview questions, and prepare questions to ask the interviewer.
Q: What should I wear to a customer service interview?
A: Dress professionally, but also consider the company culture. If in doubt, it's better to overdress than underdress.
Q: How can I stand out in a customer service interview?
A: Show that you have a service-minded mentality, demonstrate knowledge of the company, and provide specific examples of how you've handled challenging situations in the past. Also, follow up after the interview with a thank-you note.
