5 Commonly Asked Questions During Customer Service Interview!

“I have attended several customer service interviews but after every interview, I find myself regretting how I respond to some of the questions, despite taking more time to prepare. How should I answer some of the questions asked during the interview?” Rose, a customer service representative called to inquire if we could help her prepare since she had an upcoming interview but didn’t know what to do differently to ensure she ace the interview and get the job. I connected her with a career coach who helped her out.

You may have combed through job boards, tailored your CV, and submitted it as you wait for a response and finally, you got one – an invitation to interview!

You may have acquired the skills through the best customer service certification training but you are nervous because you don’t know what to expect during the interview.

It is therefore important to review frequently asked questions and answers for you to have an idea of what to expect and help you start with your best foot forward.

Here are commonly asked questions and how to answer them

• Give An Example Of How You Resolved A Situation With A Difficult Customer

Every time Rose was asked this question, she would respond that she has never encountered such a scenario and that would put off the interviewers.

The employer asks this question to understand your problem-solving skills. The answer you give should focus on how you connected with the customer, and how you resolved the issue.

For example “I recently handled an irate customer who wanted a refund because the washing machine she had ordered was delivered when it was broken. She was a new client who was unable to wash and was distressed. I apologized, empathized with her, and convinced her to allow me to order a new machine which was to be delivered within 24 hours.  I appreciated her for bringing up the issue and promised that it would never happen again and that made the client relaxed.”

• How Can You Improve A Dissatisfied Customer’s Experience?

The interviewer wants to check your ability to manage customers’ complaints because that is one of the major roles in customer service.

For example “I recently served a client who bought two pairs of shoes but unfortunately, one pair was delivered. She was upset but I listened to her, I put myself in her situation and provided her with a discount on her purchase along with the pair that was not delivered and she was happy.”

• Which Essential Skills Are Required Of Customer Service Representatives?

Employers want to understand if you know the skills required for the role and if you have the skills that correspond to what they are looking for.

It is therefore important to advance your customer service career  by developing necessary skills and connecting the skills listed on a job description and what you possess.

The coach gave her this example “The essential skills for customer service representative are effective communication skills to actively listen to the clients and respond to their concerns, problem-solving to handle any crisis that may arise, and positivity to remain calm when the customer is upset.”

• How Do You Measure A Successful Customer Service Experience?

The employers want to know if you meet and exceed expectations through key performance indicators, sales figures, and customer acquisition and retention.

An example, “The best way to measure the success is through customer acquisition, retention, and revenue that should increase. If I receive positive reviews, repeat sales, more referrals then I know the success of my efforts”

• How Do You Keep Motivated When Customers Unleash Frustrations On You?

We once posed the same question to the candidates when we were looking to recruit a customer support officer and one said that she would unleash her frustrations on the customer.

Well, as a customer service professional, tit for that sometimes may not be a fair game and the best way is to act professionally.

The interviewer wants to know if you can cope with pressure and if you won’t fight back. It is therefore important to show your interpersonal skills and maintain excellent standards of service in every situation.

For example “The best way to stay motivated is to remember that it’s not a personal attack but I just put myself in the customer’s position and try to bring the solution.”

Finally

When answering customer service questions during an interview, it is important to use the STAR method where you mention the situation that you were involved in, the task you were responsible for, the actions you took, and the results you achieved.

Wondering how to develop the necessary skills as a customer service professional? Customer service training is worth your time.