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15 Customer Service Interview Questions and Answers

Filed in Interviews, Job by on March 13, 2020

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15 Customer Service Interview Questions and Answers. 

Customer Service Interview Questions: Being a customer service representative in the United Kingdom requires a lot from you and as such there are procedures to you attaining such position as you are and will be the primary reason for the growth of such firms, companies, and organizations.

 Customer Service Interview Questions and Answers

After applying comes your interview which determines your chances of getting employed and being a part of a desired company or firm.

1. Tell Me About a Time When You Went Above and Beyond What was Expected of You for a Customer

As in line with the STAR approach, start by outlining the situation. Don’t just dive straight in with what you did.

Draw on experiences where you’ve successfully completed tasks or taken responsibility for customers’ problems through best practice and diligence, rather than simply because it was your job.

With such a situation, you’ll want to provide evidence of a successful, first-time resolution. For example, your handling of the situation led to positive feedback and a happy manager.

2. Describe a Situation When You Had to Deal With a Difficult Customer

Start by explaining what made the customer difficult to deal with. For example, had they had a bad experience before with another company or perhaps one of your colleagues? Outline how you built up trust with the customer and established a rapport.

Finish by explaining how you reached a successful resolution with the customer and the fact that the matter didn’t have to be escalated to your manager.

Here the interviewer wants to check that you have handled things correctly and taken responsibility for the issue. This includes giving manageable timescales and delivering a successful resolution to the issue.

3. Outline Circumstances When You Had to Think Creatively to Solve a Customer’s Problem

Here, you want to describe a scenario where you took responsibility for a customer’s problem and arrived at a solution through your own initiative. Outline the situation and the issue, the various options open to you and why you chose the one you did.

For these types of questions, it’s important to strike the right balance between being innovative, but not going completely outside of established rules and procedures.

4. Has There Been a Time When You’ve Worked Well Under Pressure? Can You Tell me About it?

Again, set the scene. Where did this pressure come from? Was it a project, a deadline? Was the whole team under pressure or just you?

As part of your response, it’s perfectly acceptable to admit to feeling stressed during the situation. But do outline how you maintained control. For example, you took time out to properly assess the situation, prioritize tasks and execute.

5. Has There Been a Time When You’ve Worked Well Under Pressure? Can You Tell me About it?

As part of your response, it’s perfectly acceptable to admit to feeling stressed during the situation. But do outline how you maintained control. For example, you took time out to properly assess the situation, prioritize tasks and execute.

Don’t worry if the result was not completely successful. But be sure to indicate what you learned from the experience.

6. How Do You Manage Change?

Change is an essential part of life in any call center environment, as the industry strives to achieve best practice for its customers and stakeholders.

Have some examples on how you personally managed or were affected by, some change. What was your focus, what were you aiming to achieve and how did you deliver the outcome? Know what the problems encountered were and what was learned through and following the transformation.

7. How Have You Utilized Customer Feedback to Your Service

The interviewer will be looking for an example of where you have taken this insight and subsequently developed, implemented and improved your sales process.

This could be through the introduction of training, post-sale procedures, a change in marketing communications, or other process improvements, to ensure that the cause of any future complaint is eradicated.

8. What Is Your Experience of the Whole End-to-End Feedback Process and How Do You Ensure This Feedback Improves the Service to customers?

The answer to this will depend on the job you’re interviewing for and your experience.

I would recommend thinking about a specific instance and then discussing this in detail. Outline the process stage by stage and, if there are areas that need improvement, focus your answers on the solutions instead of the problems.

9. How to Deal With a Difficult Customer?

Most customer service interviews will include the “How to deal with a difficult customer” interview question.

For example – “Can you give me an example of a particularly difficult customer you had to deal with and how you used your skills to successfully overcome the problem they had?” or “Describe a time you had to deal with a difficult customer and how you handled the situation.”

Have an answer prepared and make sure it is one where you resolved the issue, not one where you had to refer the customer to a higher authority (it’s amazing how many people do this).

10. How To Deal With an Angry Customer

There will often be a question about how to deal with an angry customer.  A typical question would be “Name a time you had to deal with an angry customer” or “Describe a recent situation when you had to handle an angry guest or customer”.

There are two things that they are looking for here.  The first is to see what your customer service skills are like.  The second is to see if you lose your temper or if you can keep your cool.

It may help to answer that “the customer is always right” and that it is your duty to help customers out of a difficult situation.  You can describe the steps where you helped to calm a customer down, show some understanding, empathy, patience, etc.

11. How Do You Deal With Work Issues? Would Anyone Know You Were Having a Bad Day or Would You Keep it to Yourself?

Morale is infectious – whether positive or negative – and, when working in a team-orientated environment like a call center, it’s important that there is always an air of positivity around.

It’s therefore vitally important to ensure that if you’re having a bad day, you contain this and don’t let it influence the morale levels of the team, and in turn the productivity and efficiency of the overall operation.

12. What Key Factors Drive You?

Tread carefully with this question. Whilst the truth may be that you only get out of bed every morning in order to pay your rent, this is not what your potential employer wants to hear.

This question gives you an opportunity to discuss what has attracted you to this line of work and what inspires you to persevere through the tough times.

In a sales role, this could be the adrenaline rush of meeting daily targets, whilst in a customer-service role, this could be the personal satisfaction you gain through helping people.

13. What Attracts You to the Position?

This is an opportunity for you to show off your research on the role and company.

Talk about the benefits the company has to offer and how they suit you at this point in your career. For example, if you are joining the company as a graduate, discuss how you plan to utilize their highly-structured training scheme.

Also, comment on the company’s reputation and try to make reference to a recent success you have seen on their website.

14. How Do You Keep Yourself Motivated?

This is your opportunity to tell your potential employer what keeps you focused. Possible answers include:

Breaking your workload up into daily or hourly targets to ensure that the next small success is never too far away.

Living a healthy lifestyle. Eating the right foods and drinking lots of water in the office can have a big impact on your concentration levels, motivating others and promoting a positive atmosphere in the office.

15. What Have You Done to Promote Great Customer Service?

Firstly, know what you think great customer service looks like. Look for situations and examples when you had an idea, a client, or a customer call, where you personally went that extra mile.

Did you change a process or procedure? Or perhaps a staff member you mentored, coached or advised delivered a great customer service win or result for your team, brand or business.

This is likely to entail some follow up questions:

What did you do?

How did your actions affect the situation?

What would you do differently next time?

CSN Team

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