Customer service interview questions are designed by HR professionals to examine potential candidates for their ability to communicate, understand customers, and resolve their issues. Your answers to these questions will help them determine whether you’re the right person for the role you’re applying for.
In this article, we’ll explore the most common customer service interview questions recruiters ask to gauge candidates’ qualifications. You’ll learn exactly what they want to find out by asking these questions, and we’ll explain how you should answer to impress them. Without further ado, let’s dive right in!
Key Takeaways
Customer service interview questions gauge your communication, empathy, and problem-solving skills and help recruiters determine whether you’re the right fit for their organization.
The best way to answer behavioral customer service interview questions is by using the STAR method to provide a structured and professional response.
Your answers should showcase concrete metrics and results, such as customer satisfaction ratings or the number of customers you assisted during peak hours.
To prepare for an interview, you should research the company and read the job description to determine what customer service skills and qualities recruiters look for in candidates.
How to Answer Customer Service Interview Questions
The best way to answer customer service interview questions is using the STAR method, as many of these questions are behavioral. This method provides a proven framework that allows you to convey relevant information concisely and professionally. Using it, you’ll include all the important details without steering off-topic.
The STAR method stands for:
STAR Method
Situation. Start by describing the situation that required your expertise.
Task. Talk about the tasks you were assigned or that you determined were necessary to resolve the issue.
Action. Expand on the action you took to achieve a favorable outcome.
Result. Capitalize on the answer by showcasing the results of your hard work and knowledge.
However, not all customer service interview questions are behavioral. For other questions, you want to be precise and stick to the topic. Avoid rambling or giving too much background information. Instead, focus on what the recruiters want to know and talk about your skills and qualifications that are needed for the role.
10 Customer Service Interview Sample Questions & Answers
Let’s explore the most common customer service interview questions and answers to help you prepare for and ace the meeting.
#1. Why do you want to work in customer service?
This customer service interview question is designed to assess your motivation. Recruiters ask this to examine your personality, see if you’re truly committed to helping people, and if the role in their company aligns with your career goals. It’s also one of the most common customer service interview questions for freshers who are only entering the industry.
Your answer should emphasize your passion for working with people, communicating with them, and solving their problems.
Here’s an example
of a good answer:
Good Example
“I want to work in customer service because I always loved interacting with people and solving problems by talking. I take pride in helping someone overcome a challenging situation and turn it into a positive experience.
In my last role, I helped a customer who was distressed about a delivery delay. I provided regular updates and even secured them a discount, turning a disgruntled customer into a brand fan. The experience reinforced my belief that a human-centric approach not only helps customers but allows businesses to prosper.”
#2. What are the most important skills for someone working in customer service?
When recruiters ask this question, they want to evaluate your understanding of the role and whether you have the necessary skills and qualities needed to join their organization.
Your answer should highlight skills relevant to the job, such as communication, patience, problem-solving, empathy, and adaptability. By providing examples that demonstrate you have these skills, you’ll turn a good answer into an outstanding one.
Let’s see that in an example:
Good Example
“One of the most important skills in customer service is effective communication. It allows us to understand the customer fully and give them clear and functional advice. Patience and empathy are also vital in helping the customer feel heard and understood.
Following that, problem-solving skills are imperative, as they help us find optimal solutions as quickly and efficiently as possible. For instance, at my previous job, a customer was upset about a defective product that was also out of stock. I listened to their concerns and, after apologizing on the company’s behalf, I found a replacement in one of our nearby stores.”
#3. Tell me about a time when you dealt with a really difficult customer.
This customer service interview question probes your ability to stay calm under pressure and handle conflict.
Your answer should demonstrate your ability to remain professional with demanding customers and utilize your skills to find a solution regardless of how the other party behaves.
Here’s an example of a solid answer to this behavioral interview question that uses the STAR method:
Good Example
“While working as a retail associate, I had an upset customer come to me about a damaged item. They were raising their voice, so I realized I needed to resolve the issue as fast as possible. I told them about a return policy and offered a new item or a refund.
Once they opted for a new item, I personally inspected it before handing it to the customer and even included a gift card to turn a negative experience into a positive one.”
#4. Tell me about a time when you had a disagreement with your coworker.
This is another behavioral customer service interview question that examines your conflict resolution skills in the context of maintaining a professional and collaborative work environment.
When responding, you want to emphasize your ability to find common ground with coworkers and resolve any disputes tactfully and respectfully.
Let’s see that in an example:
Good Example
“During a particularly demanding shift, I had a disagreement with a coworker on the best way to handle one customer complaint. They wanted to escalate the issue to the manager, while I wanted us to resolve it ourselves.
We had to solve the problem quickly as inquiries started piling up. Each of us presented our case, and we decided on a hybrid solution. We tried resolving the issue immediately while having a backup plan to escalate. This helped us resolve the issue while strengthening my relationship with the coworker.”
#5. What would you do if you didn't know how to help a customer?
This is a customer service interview question that examines your resourcefulness and the ability to recognize when you need to ask for help. It’s another question that indirectly gauges your problem-solving skills in specific scenarios.
Your answer should demonstrate that you know how to set your ego aside, handle these situations, and prioritize finding great solutions. The focus should be on your communication and collaboration skills.
Here’s an example:
Good Example
“If I didn’t know how to help a customer immediately, I’d first reassure them that they had my full attention, and I’d get the problem solved. I’d quickly check for any available resources, whether online or in company guidelines or manuals.
If that failed, I’d consult a more experienced colleague for their input and, ultimately, escalate the issue to upper management.”
#6. Can you give me an example of a time when you turned an angry customer into a happy one?
Recruiters ask this customer service interview question to gauge your ability to provide exceptional assistance even under stress and pressure.
Like other behavioral interview questions, this one is best answered through a concrete example of an issue you resolved to gain a favorable outcome.
Let’s see how you can respond:
Good Example
“I once had a customer demanding a refund, angry about a delayed delivery. I tracked the delivery to see that it would be two days late. Instead of immediately refunding the customer, I informed them of the issue, assured them the package would be there in two days, and offered a discount coupon for their next purchase.
The customer’s tone shifted, and they agreed to the proposal. I followed up with them the next day to assure them that the package was on the way, and they ended up leaving positive feedback for my assistance.”
#7. How would your previous colleagues describe you?
This customer service interview question helps recruiters assess how well you work with others and whether you can thrive in a team-oriented environment.
Your answer should focus on showcasing positive traits and attributes that your colleagues would use to describe you, such as reliability or ethics.
Let’s check that out in an example:
Good Example
“My previous colleagues would describe me as approachable and reliable. In my last role, I was the go-to person to train new hires and introduce them to our processes due to my patience and ability to communicate clearly.
I was also commended by multiple coworkers for staying calm during stressful shifts, which helped them perform better and provide adequate support to customers.”
#8. How do you prioritize tasks when you have to assist multiple customers?
Recruiters ask this customer service interview question to gauge your prioritization skills and ability to multitask.
When responding, you want to demonstrate your ability to stay organized and to prioritize tasks based on urgency. Plus, you should mention that you’re proactive when communicating with customers to ensure everyone gets adequate service.
Here’s an example of a good answer:
Good Example
“When I have to assist multiple customers, I first evaluate the importance and urgency of each issue. Customers with time-sensitive problems typically take precedence over those with more general inquiries. I’m adept at using the ticketing system to track progress and manage customer expectations while providing assistance.
Furthermore, I proactively communicate the timeline with customers, especially if their issues are less critical and they are placed in a queue. This allows me to provide everyone with timely and satisfactory assistance.”
#9. How would you handle a customer asking for something your company doesn’t offer?
This question assesses your ability to manage customer expectations, be diplomatic, and offer viable alternatives to ensure a satisfactory outcome.
When answering, you want to show that you approach these situations with empathy, know how to explain limitations, and come up with optimal solutions.
Let’s see that in an example:
Good Example
“When a customer asks for a product or a service the company doesn’t offer, I take the time to acknowledge their request and approach it with empathy. I always explain our limitations clearly and professionally while offering an alternative solution that matches their needs as closely as possible.
In my previous role, I had a customer asking for a delivery option that we didn’t have. Instead, I offered a different type of expedited shipping that mostly aligned with their needs. By shifting focus to what we can offer instead of our limitations, I kept the conversation positive and promptly resolved the issue.”
#10. How do you build rapport with customers?
Building rapport with customers is vital in fostering trust and long-term loyalty. Recruiters ask this question to learn about your interpersonal skills and ability to create meaningful connections with customers.
The focus of your answer should be on your active listening skills and a personalized approach to each issue.
Here is an example of how you could answer this question:
Good Example
“One of the first things I do to build rapport is greet customers with a warm welcome and use their names whenever possible. This creates a welcoming atmosphere and personalizes the experience for them.
On top of that, I pay attention to the customer’s tone and match mine to demonstrate understanding and empathy. This approach in my last job resulted in multiple customers becoming loyal clients for the company and asking for my assistance specifically.”
15 More Customer Service Interview Questions
You can encounter many more questions during your interview for a customer service role. Familiarizing yourself with them can help you prepare for the meeting.
Let’s start with general interview questions recruiters often ask regardless of the job you’re applying for:
General Customer Service Interview Questions
Why should we hire you?
Why did you leave your last job?
What does customer satisfaction mean to you?
Why do you want to work here?
What sets you apart from other candidates for this role?
Now, here are some questions that probe into your problem-solving skills:
Problem-Solving Skills Questions
What would you do if a customer complained about a delayed order?
How do you communicate with a customer who frequently interrupts you?
What would you do if you couldn’t meet the customer’s needs?
What would you do if you noticed a recurring issue with multiple customers?
How would you assist a customer who refuses to provide the necessary details about their issue?
Finally, here are five role-specific questions that might change depending on the specific position you’re after:
Customer Service Role-Specific Questions
What customer relationship management (CRM) tools are you proficient in?
Do you have any strategies to cross-sell or upsell effectively?
Do you have experience handling customer questions over social media?
Do you have experience training or mentoring junior customer service representatives?
How do you handle customers who want to escalate situations in a call center environment?
3 Useful Customer Service Interview Tips and Strategies for Success
Before we wrap up the article, we have three additional tips and strategies to help you ace your interview.
#1. Research the Company
Researching the company allows you to discover information that can help you during the interview. You can find out about the company’s products, services, mission, values, team, and more. To further improve your research, you should carefully read the job description.
This can help you give answers that focus on those skills and qualifications you know recruiters want in candidates. It further indicates your willingness to go the extra mile and prepare for the interview, demonstrating your genuine interest in the job.
#2. Emphasize Soft Skills
Soft skills are essential to customer service representatives. Providing examples of how you’ve used these skills can help you showcase your interpersonal competence. This will likely put you ahead of the competition of candidates with similar experience levels. Some of the key skills to focus on include communication, problem-solving, conflict resolution, and empathy.
#3. Highlight Results and Metrics
One of the best ways to demonstrate your expertise is by mentioning concrete metrics and results of your work. Quantify your achievements when responding to customer service interview questions, and you’ll provide tangible evidence of your competence. This will make it easier for recruiters to analyze your past performance and get an idea of your capabilities.
Final Thoughts
The job outlook for customer service representatives is projected to decline by 5%. That still leaves about 365,300 new openings each year until 2033, and if you want to secure one of those spots, you need to know how to ace customer service interview questions.
Remember to prepare for an interview by researching the company and familiarizing yourself with the most common questions recruiters ask. This will help you go to the meeting with confidence and authenticity and give answers that best portray you as a competent professional.
