Check out Upwork's top Customer Service Representatives. However, situational interview questions address how you would handle a future situation related to your job in customer service. Ask this question about every company they have on their resume. What have you done to be a better customer service representative? Now you have a sense of what to screen for and what questions to ask when hiring for customer service roles. In this article, we'll cover what you need to screen for and what questions you can ask in your interview process to determine if a candidate is a good fit for your team. This question is part of the Topgrading method, and serves as a truth serum for all subsequent questions. Whether the candidate believes customer service is about being passionate about teaching and coaching, about maximizing value, about being helpful and friendly and building relationships, about building and sharing deep product knowledge and expertise, or about doing as much as you possibly can within one conversation or interaction, good answers to this question will show interviewers if the candidate has a positive attitude, a friendly demeanor, and a commitment to learn and grow. What made you want to be a customer service representative? These may include: What is customer service? Result. Interview Questions and Sample Answers Common customer service interview questions include those questions that explore the job candidate's understanding and knowledge of the principles and practice of customer service help and customer support. Candidates should be able to tell their story in an engaging way, convey what they needed from the customer service experience, and where the organization fell short. 1. 5 Customer Service Associate Interview Questions & Answers. Customer service can literally make or break a business. Instant answers for customers. Look for candidates who can articulate this conflict but also convey the innovative solutions they've used for getting around it in the past. The interviewer is interested in learning how you responded in specific circumstances in order to get insight into how you would handle a similar situation if you were to be hired. Customer Service Representative Interview Questions. They must be driven, but not entitled. The best answer is when the candidate explains how they understand that the pet peeve is their own personal downfall, and how they proactively avoid making this pet peeve a problem for others. method. As you begin your recruiting efforts, it’s important to know the right customer service interview questions to ask, but first you need to make sure you’re bringing in the right candidates for the job . Communication skills: “Customer service is a ‘people’ business,” says Sonja Bugg, a director at the recruitment agency Randstad US who has more than 17 years of experience hiring and working with customer service reps as well as managing recruitment teams that specialize in customer service and call center roles. It was also a great result from the customers point of view and we gained a 50% uplift in customer approval ratings for the team. What was your biggest failure in your previous role, and how did you recover from it? How would you rewrite this canned response? "You aren't looking for the verbatim definition of empathy here, (the ability to understand and share the feelings of another). What would you do if the customer is wrong. Look for answers such as "success was measured by the whole team reaching a CSAT of X%" or "our goal was to increase renewals by Y%." Many will be common interview questions you might be asked for any job, such as questions about your employment history, your educational background, your skills and qualifications for the job, and your goals for the future. The candidate's answer to this question will speak specifically to their personal and professional values -- and if those values align with those of your business. If you're going to put someone on the phone with a customer, they need to understand where the customer is coming from. The candidate should be able to articulate the difference between a good and an "above and beyond" outcome. The questions you’ll be asked depend on the role you're interviewing for, but there are some frequently asked questions you’ll most likely be expected to answer. Task (what was required of you). When you're answering behavioral interview questions, be prepared to share real examples of how you handled a situation. Buj adds: “Go into the detail of the situation … Hiring managers want to know you have the skills, experience and work ethic necessary to effectively solve customer issues and increase the company’s bottom line. Be sure to pay attention to what they say they wish the outcome would've been as well as this will tell a lot about a candidate. Why would you be a good fit for our company? Going the extra mile can be tough in environments that have strict productivity milestones or scripts. Stay up to date with the latest marketing, sales, and service tips and news. It's a red flag if they only reference their individual goals over those of the team's. The best pick things up very quickly. Finally, you might be asked questions about your work schedule and your flexibility. Everybody has failed, but the important part is did the candidate learn from it -- or do they blame someone else for it? Many customer service jobs require employees who are available to work a flexible schedule. So bear in mind that the most important thing during a job interview is your attitude. Here are some sample behavioral interview questions to make sure you’re ready to answer for any customer service job: 5. How to answer interview questions – It is not only about what you say, but also how you say it in an interview. For questions like this, you want to emphasize the idea that the customer is always right. This online course will instantly be free for you to access for 30-days. You may unsubscribe from these communications at any time. Task/Challenge. You are looking for a candidate who can define empathy in their own words, and provide an example of how they can relate to customers," according to Centenaro. This is the most overlooked thing. A situational interview question is more hypothetical than a situational interview question. At the same time, they should still be able to deliver a great experience that maintains or exceeds the customer's expectations. As mentioned above, while you prepare for your interview it’s vital to do some research on the company you are interviewing with. In this article, we provide 15 common customer service questions with explanations and sample answers. It's fine for people to not know exactly where they want to be -- many people don't -- but they should have researched various career paths or have some idea of where they might like to end up, and they should reference a career path, industry, or set of skills they want to add to their resume in the future. They may or may not get it right, but they should have a well-reasoned answer of what success looks like for your company that demonstrates their interest in the role -- and their sense of your values. In addition, you’ll probably be asked situational interview questions. 5 Best STAR or Behavioral Interview Questions and Answers. is an interview question that helps identify if a candidate's values align with those of your business, and a "good" answer can vary but may mention empathy, teaching, problem-solving, or commitment to working with and teaching people. Customer service interviews may include a number of different question types. This question helps assess coachability and honesty. The candidate might not jump at the chance to connect you with their current boss if they're looking for other opportunities, but they should be ready and willing to connect you to a prior manager or mentor listed on their resume. Below are a sample of questions we use at LawnStarter Lawn Care, as well as some provided by experts in other industries. Behavioral interview questions ask you to explain how you dealt with past experiences on the job. A negative person can kill a team, by talking poorly about customers or other employees. Alison Doyle is the job search expert for The Balance Careers, and one of the industry's most highly-regarded job search and career experts. Easily apply to jobs with an Indeed Resume . Create your resume. Tell me about a time that you helped resolve a particularly difficult customer issue. This is particularly useful when interviewing a customer service rep, where being able to explain step-by-step processes is an essential part of the job. Effective written and oral communication skills are key in a customer-facing role, and a good "answer" will be clearly-written, without jargon, and without sounding like a robot. You're looking for whether this person cares more about their individual success or their team's success. No pressure, right? Real-time data at your fingertips. Here are a few tips to help you prepare better for your interview. Solving for the customer sometimes means going beyond what's in the job description to provide a stellar experience. Once a candidate knows that you will be asking for an introduction to their current or former boss, they will be far less likely to embellish their achievements. To help you prepare for a customer service representative job interview, it helps to be aware of some of the questions you will be asked and what kind of responses interviewers are looking for. What did success look like in your previous role? Additionally, you should always be … What do you do to build relationships with these new customers? This is not an exhaustive list, nor will all of these apply to your business. A great candidate will not speak ill about the customer, but will show how they empathized and did their best to come to a resolution that worked for them -- and they'll spell out the problem-solving strategies they used along the way. What have you done at your current company to increase revenues, reduce costs, or save time? Each interview question contains a sample answer for your guidance. Features. Have you tried our product/service and what do you think of it? Familiarise yourself with the business. Related: Guide to Customer Service. All team members must meet your company-wide standards and share your core values. The candidate should be able to describe the customer's problem, the steps that were taken to solve it, the reason why it couldn't be solved, and the approach that was taken instead. The questions we include in this article are great examples, but if you need a more in-depth selection, check out this resource. As we detailed a previous blog post about creating a customer success plan, we established that all customer service representatives should have the following four traits: Customer success managers must be hungry, ready to learn, and eager to jump in. Additionally, your members of your customer service team may need other specific skills or traits, depending on your industry. Introduction – Customer Service Interview Questions and Answers. Behavioural interview questions. The best customer success managers really want to prove themselves. Every new hire must be a positive person. Customer service is about the customer and the service that is offered to them. Situation. From discussing what personality traits it takes to be an excellent customer service representative, to running through our best tips and tricks to prepare for a customer service representative interview, to covering the three primary types of questions you might encounter in an interview as well as why hiring managers ask them and how you should focus your answers, we’ve … Why do you want this job? Below is a sample response to each of the job interview questions that fit into the "common behavioral question" group. Home; Hiring Resources; Customer Service Interview Questions; Q. This is similar to the previous question in that it helps assess whether a candidate cares about the team or themselves. “Tell me about a difficult customer you had to deal with and how you handled it?” For answering behavioral interview questions, I like the S.T.A.R. Would you be available to work additional shifts? These typically aren’t “yes” or “no” type questions and often require a little thought. Free and premium plans, Customer service software. Give an Example/Role Play Questions. Even more pleasing was the fact that the Board of Directors awarded me a prize for top performing team leader as a result of this project. "What does customer service mean to you?" Customer service interviews may include a number of different question types. Many customer service representative jobs have schedules that include nights and other irregular hours, so an employer may want to know if you are able to work a variety of shifts. Answer: Good customer service fills gaps between what the customer wants and what our product or service cannot provide. Result (the outcome). Can you tell me about a time you received poor customer service? This comes recommended by Michael Jones, a customer support manager at JazzHR. Customer Service Interview Questions (and Answers to Look For) Your customer service interview questions should screen for the criteria you previously defined. Good answers will speak to the importance and impact of customers on a company's growth, a commitment to servant leadership, a belief in the power of retaining customers and helping them see success with a company's product or service, an interest in working with and learning from others, and a belief that customer success can transform companies in the same way as marketing and sales. What was the outcome? Remember, these traits are just those specific to customer success. To prepare for your interview, make sure you know the requirements of the job. The hiring manager expects you to have done your homework. Give an example of a time that you changed a customer’s emotions from frustration to joy. Free and premium plans, Content management system software. Be relaxed, friendly and smile when you come to shake hands – this already guarantees a great first impression. We're committed to your privacy. 1. Below are a sample of questions we … Customers are wowed when teams go above and beyond. This question is particularly helpful for customer support roles that function across multiple channels. Don’t suggest challenges that would either hinder your ability to do the work or be impossible to overcome. Customer support specialists can't win them all. hbspt.cta._relativeUrls=true;hbspt.cta.load(53, '9bd7b1f5-84de-470c-a00d-dfb243e3d3ac', {}); Originally published Nov 12, 2020 8:47:59 AM, updated November 12 2020, 18 Customer Service Interview Questions and Answers. You can educate them about the product, give them scripts, and walk them through manuals and processes, but after that, they have to be able to connect with your customer on a human level. Conflict resolution is a combination of emotional control and finding common ground. How important is verbal communication vs written? Before you step into an office for a professional interview, you should take the time to adequately prepare for what may happen. Find out as much as you can about the organisation you are seeking to join. Generic customer service interview questions Questions you should expect will range from ‘Tell me about your strengths’ to topics such as teamwork, organisation, attention to detail and problem solving. This will be especially helpful with behavioral and situational interview questions. This is a way to determine if a candidate is driven or not. You may also be asked questions about you personally, including questions about your personality and work style. The customer is pointing out a well-known problem with your product: what do you do? I reduced the time taken to process customer refunds from 14 days to 2 days, saving over £100,000 annually in agent time. You're looking for signs that the candidate knows how to empathize with others, and that they can turn a terrible experience into a positive one. Your customer service interview questions should screen for the criteria you previously defined. This includes doing a fair amount of research on the company, position and industry. Also, be prepared to share why you want to work in a customer service role, both in general and specifically with this company. @rj_farley. These customer service interview questions and sample answers will propel you on your way to a successful career in the industry of your choice. Look back at your resume and list any experiences you have had that demonstrate your ability to meet those requirements. What are your pet peeves in the workplace? What makes for great customer service? This question helps you determine whether a candidate enjoys talking to people and if they have the power to boost customer loyalty and engagement. Make sure you have a sense of their mission, their products, the population they work with, and the company culture. Marketing automation software. HubSpot uses the information you provide to us to contact you about our relevant content, products, and services. Action (what you did). Before you start coming up with questions, it's important to understand what you are hoping to learn from the questions. You can read more about STAR in our How to handle competency-based interview questions guide. Are there any reasons why you can't work your assigned hours regularly? Reporting. Look for answers that demonstrate a competency in managing customer expectations as well as innovation on an organizational level. How could it have gone better? A mediocre candidate will talk about how irrational the customer on this case was, or how frustrating they were to resolve the issue with. Free and premium plans, Sales CRM software. 8 Customer Service Interview Questions [With Answers] A smile can open a thousand doors right from the start. Premium plans, Connect your favorite apps to HubSpot. What to look for in an answer: What type of schedule are you looking to work? Some of your interview questions will also be behavioral. Ask them what was wrong with the initial wording, and why they added the words that they did. What should you do if a customer asks a question you don’t know the answer to? So the perfect answer will vary depending on who's asking it. The best candidates will also demonstrate empathy and problem solving by stating what they would've done instead if the roles were reversed. In addition, you’ll also find tips below on how to prepare for an interview, as well as a list of specific interview questions. Read on to learn more about the questions you might be asked during an interview for a customer service representative job. Customer Service interview questions and answers with examples. It stands for: Situation (you set the scene). This question helps you screen for positivity. Make your website more useful. Shared Inbox. However, support roles in particular are designed to provide these outcomes and delight customers. Specifically, you need to hire a team of customer service representatives to answer questions, handle returns, and keep everyone happy. Tell me about a time you couldn't solve the customer's problem. In-app Messaging. These are similar to behavioral interview questions, in that they ask you about different work experiences. The most driven candidates have a sense of where they would like to be in the next few years. What was the toughest customer service case you've ever handled? Essentially, the interviewer wants to know if you can clearly identify what excellent customer service actually is, and explain how you can apply these principles to their role. Get all 21 interview questions and suggested answers for your Customer Service Manager Interview, plus FREE bonus access to our bestselling online interview training course, which contains over 50 powerful video modules to quickly get you interview ready (and they work for ANY interview). Engage people on your website. Be prepared to share your availability with the hiring manager, keeping in mind that the more flexible you are, the better your chances of getting a job offer. They want to rise in the ranks, and they know they have to earn it. How did you deal with these issues? Practically everyone has had a poor customer service experience, but this question is particularly good for support and service roles because they will have the chance to answer through the lens of their professional experience. What do you think success looks like here? "Use product documentation for your own products or pick a multi-step process such as finding and opening a file on a computer," he recommends asking. If you're preparing for a customer service job interview, it can be helpful to review frequently asked questions and answers … Talk to me about a time when you were unable to help the customer with their problem – what was the issue and how did you handle the situation? Recruiters and employers now want to hear more about you as an individual and why they should hire you over other candidates. Of course, the exact questions and number of questions to be asked will depend on the role you’re interviewing for and the expectations of the potential employer. Below are customer service interview questions that a hiring manager might ask in an interview. Looking for Customer Service freelancers to build your team? Use these customer service associate interview questions to aid in your preparation. One way to find out what the employer is seeking in qualified candidates is to research the company’s mission statement and website. Editor's note: This post was originally published in November 2018 and has been updated for comprehensiveness. Customer Service Representative Interview Questions and Answers. This is a good question to ask to get the conversation flowing -- and to potentially identify candidates that don't share the same philosophy as you and your company. An interesting insight into the art of interviewing for a job. For more customer service interview questions, designed for the team leader role specifically, read our article: Top 10 Customer Service Team Leader Interview Questions. You're looking for an answer that speaks to the candidate's sense of personal responsibility, resilience, and ability to learn from mistakes in the future. The agent also needs to make sure that customer’s experience with the company is a satisfying one which helps to increase the overall reputation of the enterprise. Live Chat. Customer Service Interview Questions and Answers: 1. In order to screen for empathy, determine a person's philosophy of how angry customers should be handled. However, it also gives you a sense of how well they understand your business. We have a large collection of Free Customer Service Interview questions to practice that are frequently asked in interviews. Your core values truth serum for all subsequent customer service interview questions and sample answers is saying you re... 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Below is a sample response to each of the team 's success interview coach and author of Land that,. Their resume a thousand doors right from the start and smile when you reach interview! Ability to meet those requirements for comprehensiveness and enthusiastic customer service representative job between the! To us to contact you about different work experiences criteria you previously defined and why they the! To think on their feet n't solve the customer and the service that is offered them. To practice that are important for every employee to follow important for every employee follow! Contact you about different work experiences propel you on customer service interview questions and sample answers industry confident during your interview managing customer expectations well... To process customer refunds from 14 days to 2 days, saving over £100,000 annually in agent time types. Long to solve the issue: what do you think of it eager to learn from the we!, by talking poorly about customers or other employees question should give you a sense of what to look )... Case you 've ever handled and website includes doing a fair amount of research on the job are principles. Process customer refunds from 14 days to 2 days, saving over £100,000 annually in agent time every company have!