Customer Service Interview Questions and Answers

In this article you will learn how to answer three really difficult customer service interview questions. So if you have a customer service interview coming up or if you are applying for a job that has customer service duties included, make sure you read this article very well because it will help you to be the successful candidate. Learn Customer Service Interview perfect answers.

Customer Service Interview Questions and Sample Answers

  • Question 1: How would you deal with a difficult customer?

This is a really tricky interview question to answer correctly.

Tip: Show the interviewer that you can stay calm, professional and composed whilst dealing with difficult customers, and that you go all out to achieve a successful outcome.

Here’s a brilliant answer to help you answer the question:

“Whilst dealing with the customer, I would remember to follow my training and remember that I am representing your company. I would listen to the customer, ask them a series of questions to establish their concerns or issues, before suggesting a course of action that would quickly resolve their problem.

At all times I would try to establish a common connection with the customer; I would be attentive, and I would make sure I demonstrated effective listening skills with an open style of body language.”

  • Question 2: How would you handle a customer complaint?

Tip: When dealing with any customer complaint, always follow company procedures. Apologize if the company is at fault and work with the customer to find a successful resolution.

Here’s a brilliant answer to help you answer the question.

“I would handle a customer complaint by always adhering to the organization’s customer complaints policy.

I would listen to the customer; I would ask them questions to get to the bottom of their complaints, and I would apologize unreservedly if the company was at fault. I would then offer a resolution to the complaint and check with the customer to see that they were satisfied with my proposal.

I would then take immediate steps to resolve their complaint, and keep them updated on progress throughout the process.

Finally, I would apologize to the customer once again before taking note of any improvements that could be made to prevent the same mistake from happening again in the future. I would also share those findings with my coworkers.”

  • Question 3: Tell me about a time when you went above and beyond for a customer.

Tip: When answering this question, use the STAR technique. STAR stands for, Situation, task, action and result.

Here’s a brilliant answer that uses the STAR technique:

SITUATION: I was talking to an elderly customer on the telephone. They were worried about placing an order from our website because of security concerns. Now, company call handling procedures dictated that I needed to respond to each call within 2 minutes.

TASK: However, in this situation I felt it was my responsibility to go above and beyond and spend more time helping the customer.

ACTION: I started out by reassuring the customer, explaining in simple terms how our payment system worked, and that it was 100% secure. I then spent time talking them through the online ordering process in a step-by-step manner whilst reassuring them along the way.

RESULT: All in all, the call took eight minutes to complete, but by going above and beyond what is normally expected, I was able to make the customers feel comfortable, and get their order processed successfully.”

So those are three brilliant sample answers to really difficult customer service interview questions.

Thank you so much for reading this article and paying attention, and I wish you all the best for passing your interview.

by Scholars Hub

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