16 Customer service interview questions and answers | Amazon
The top 16 customer service interview questions are discussed in this article along with other materials for job interview for example, interview tips, interview questions, thank you letters etc. Feel free to leave us your comments at the end of the article if you need more information or have any question for us.
I. Customer service interview questions and answers:
As customer service position, please tell me about yourself?
This question is one of the most frequently asked questions. Where do you start? What do they really want to know? Are you to begin from elementary school or college? You have to be very careful on how you answer this question because your answer here sets the tone for the rest of the interview. This question is mostly asked as an icebreaker but if you did not prepare for it, it becomes a real problem.
The right approach to this is to discuss your key strengths and how they relate to the job. Talk about a few of your accomplishments. Talk about your current employer and then tell them how you see yourself fitting into a position at their company.
Related posts: 10 tips to answer question: tell me about yourself?
As customer service position, where do you see yourself in 5 years? Or what are your career goals?
It is crucial that you discuss your objectives and how you intend to achieve them.
For instance: I would like to be the best in my department or I’d love to be the person my colleagues can rely on. I also feel I would be skilled and experienced enough to handle whatever responsibilities might come my way.
Why should we hire you as customer service position?
This is a very common question that is asked in almost every interview. I love this question because it gives you the opportunity to sell yourself. Discuss what makes you standout from the crowd and show them how you can help advance their company. Remember to be specific. This is where all the company research you have done comes into play. You should have an idea as to why the company is hiring or looking to hire someone for that position. What problem do they have that they are looking for people to help them solve? And once you can establish this, you are to show them how you can solve this problem for them.
•Highlight the qualities that make you the most qualified for the position – present yourself as the candidate that solves their problem
•Let them know that you already know certain things about the company and their general practice because you have researched the firm and are prepared.
•Tell a success story that emphasizes your qualities and how they helped solve a problem similar to theirs.
•When you here things like “we already have lots of qualified candidates” do not get discouraged. If they already have the right person for the job, they wouldn’t bother looking for someone to hire
•This is your chance to shine, do not ruin it by being too modest, but do not be arrogant
•Don’t generalize things, it doesn’t help
•Your response should be geared towards why you are the perfect fit for the job and not why you want the job.
As customer service position, what is the most difficult situation you have had to face and how did you tackle it?
The reason why you are asked this question is to hear what you consider difficult and how you approached the situation. Select a difficult work situation, which wasn’t caused by you and can be explained in a few sentences. You can then show yourself in a positive light by explaining how you handled the situation.
What is your greatest strength as customer service position?
This could be a very simple question if you are prepared for it. You just have to talk about the strengths that you know would be of value to the company.
•Make the most of this question. This question gives you the control to guide the interview to where you want it so take advantage.
•Emphasize the strengths you have that are crucial to the position
•Find out from the job description and from company research, the kind of strengths the company invests in.
•Do not be too modest or claim to be what you are not
•Do not try to mention things you cannot illustrate with a brief example
•Do not mention the strengths that aren’t relevant to the job at hand
Related post: List of 24 job strengths
As customer service position, what are your weaknesses?
Turn this question into a strength question in disguise. For instance, say something like “I do not like not being challenged at work” or you could mention a weakness that has nothing to do with the job and that you can overcome with training. This way, you end up turning this potentially tricky question into a positive.
Sometimes, you may be asked about certain challenges you faced in your previous position. If you are asked this question, lean towards the problem that happened early in your carrier and that you were able to solve. Do not try to blame others, just identify the problem and the role you played in solving it.
As customer service position, how would your co-workers describe you?
Questions such as this one are asked with the aim of getting you to discuss some of your qualities, perhaps hidden that you wouldn’t have mentioned if you weren’t asked.
“Well, my colleagues will tell you they can count on me. They will tell you that I am a team player and someone they enjoy working with.”
Think of a good decision you made and a recent decision that wasn’t good. What did you do differently in making these decisions?
Your answers should focus on how well you can review relevant facts, consider various options and select the most appropriate option. Discuss how you factor in variables such as constraints and resources.
When delegating a recent duty, plz describe how you showed your confidence in the person’s ability to do the job?
Discuss your method of assigning responsibility to the best candidates. How you communicate with employees to make them understand what is expected of them and how you make sure that the employees have the resources needed to carry out specific tasks. You should also chip in your follow-up procedures.
Why do you want to work for us as customer service position?
Here, they just want to know how motivated you are about the position or if you are just there for the pay. They want to ascertain that you would form an important part of the company. You have to show them that you are willing to be part of the company and would do all you can to ensure you and the company grows together.
You can also try to show them the alignment between their needs and yours.
•Talk about the things you like about the firm. This can only be possible if you have done your homework before the interview.
•Be complimentary; people enjoy compliments but just don’t overdo it
•Emphasize your strengths and how they align with the position and company culture.
•Don’t give the impression that you are there because you need money
•Don’t give the impression that you may be gone in a couple of months.
As customer service position, would you describe a typical day in your current job?
As much as you want to sell your self in a good light, do not make the mistake of exaggerating your current position. Add some of your routine tasks to make it realistic and don’t neglect tings like paperwork. Try to be in the interviewers shoes as you answer this question. A job you have been doing for years should be part of you already and as such; you must know all the tasks you undertake. Try to show them that you plan well before you begin work and after you attain your goals, you review the process to see how you could be more efficient.
As customer service position, what is your greatest accomplishment?
This is just like the “what is your greatest strength?” question and should be treated similarly. You should pick accomplishments that show that you have the qualities the company is looking for and this adds value to you as a candidate for the position you are interviewing for. You may have achieved a lot over the years but for the sake of the interview, pick only the relevant ones
•Highlight the accomplishments that show what makes you the perfect candidate for the position
•Show passion for the job as you discuss anything
•Do not ever think your accomplishments are too small. Remember that an accomplishment, no matter how little can be more relevant if it is line with the position than a massive breakthrough that isn’t related.
As customer service position, how do you respond to working under pressure?
The essence of this question is to test your composure, ability to solve problems and staying true to the task, even in unfavorable conditions. Give an example of a time where you were faced with a challenge and what you did to remedy the situation. In the process, highlight how you were calm and in control till everything was okay.
As customer service position, why do you wish to leave your present job?
No matter what you say, do not mention negative things about your employer, neither should you mention anything about more money being the reason. The reason is simple; if you are leaving a company because of money to come to theirs, you will definitely leave them to move on to another if it promises a better paycheck. Your best bet is to ay it on responsibility and challenge and how your previous position want challenging you enough. Indicate that you yearn for more responsibility and how what you have to offer outweighs the responsibility and challenge posed by your former position.
As customer service position, what sort of salary are you looking for?
Note that whenever you are going for an interview, this question may be asked. Before going, try to find out what the average salary for someone holding that position in that industry is paid. This would help prepare you for what is in front of you.
Do not forget that this is only an interview and you haven’t been offered the job, so do not go on negotiating. Just state something within the range you have researched and move on. Whatever you do, do not sell yourself short.
Related post: 10 tips to get high salary
As customer service position, what questions do you have for me?
About 3 in 4 candidates respond with a ‘No’ and this is a very poor response.
This question is the perfect opportunity you need to show that you are different from every other candidate. Have a couple of questions prepared. It shows you are motivated and you have some knowledge about the company you are applying to
Tips to answer this question:
•Your approach to this question should be mostly on what you can do for them
•Ask about something you discovered while doing your research about the company
•Always have a question – don’t ever say ‘No, I think that all for now’
•Do not make your questions about yourself
•Don’t ask about time offs and benefits at this point
•Don’t ask questions that have ready answers you could have found on your own
•Do not ask how soon you can start applying for other positions within the company.
Related post: Top 10 questions to ask employer
II. Customer service interview tips:
1. Conduct research on the employer, hiring manager, and job opportunity
a solid foundation of knowledge about the position on the job seeker’s part serves as the base for success in any job interview. You need to have little knowledge about the employer, the background of the people interviewing you and the requirements of the job. You will understand your employer better by doing research. Study as much publications about the company as you can lay your hands on, go through their website like your interview depends on it, ask questions about the company, learn as much as you can about the interview and the position you are interviewing for and you will be alright.
2. Review common interview questions and prepare your responses related to customer service position
Another important step to interview success is preparing for likely questions. If possible, ask the hiring manager the type of interview you should expect – group or one-on-one. Will you meet a single interviewer or a team of interviewers? The aim of this is to try to make calculated guesses on the type of interview and probably the questions you will be asked. This would then serve as the template you will use in preparing for the interview. Put your responses into story form, it helps; it works better than memorizing your answers. There are several tools available that might make your interview easier, consider the STAR interviewing Technique.
3. Dress for Success
your attire on the day should be one that fits the company culture. Try to keep it formal. It is always better to be over dressed than under dressed. You should appear clean and smart and ensure you keep your jewelry to the very minimum. Do not eat or smoke just before the interview and if possible, use mouthwash just before the interview.
4: Overcome “job interview nervous“
This is the reason why so many people perform poorly in interviews. This is worse than not preparing for the interview although, it is sometimes cause by not preparing for the interview.
Related post: 10 tips to overcome job-interview nerves
5. Arrive on Time, Relaxed and Prepared for the Interview
you have no excuse for arriving late to a job interview. As a matter of fact, you should arrive at least 15 minutes to the time so you can get settled before the actual interview begins. Arriving early also gives you the opportunity to observe the dynamics and environment of the workplace; hopefully, you might pickup on one or two things that might help you during the interview. Go with extra copies of your CV and reference list. If you have samples of jobs done in the past, go along with it; however, do not go with any confidential material from your last position. Just before you enter the office, put off your cell phone and get rid of anything in your mouth.
6. Take evidence of your achievements related to customer service position
it isn’t enough to talk about your past achievements, also go along with samples or evidence. That said, you do not want to go along with materials that are confidential to your previous position because it portrays you as careless. Feel free to go along with items such as pay slips, references, league tables etc. as long as they are appropriate.
7. Focus more on what you can do for the company, rather than what they can do for you
someone usually assumes the role of the seller while another takes that of the buyer. At this stage, consider yourself the seller. As the process continues, you will most likely be asked if you have questions for them. No is not an appropriate response. It is also inappropriate to have a long list of interview questions. Keep it brief.
8. Make good first impressions
it is important that you present yourself as polite. Greet everyone you meet right from the parking attendant to the receptionist and of course, the hiring manager. Employers are usually interested in seeing how you relate with members of staff. Note that your first few seconds during the interview can make or break you so it is important you make the first few seconds count. Arrive early, dress well and when you met your interviewer, greet him/her with a smile, while standing and making eye contact. Your handshake should be firm – not too soft, not bone crushing. Remember that it is important that you show enthusiasm for the position at this stage because most interviewers lean towards a decision within the first couple of minutes of the interview.
9. Prep your greatest stories related to customer service position
Amazing stories rarely come by on the fly. Therefore, get your most impactful stories ready and ensure that these stories are related to the job. Write down up to 10 different stories that sum up your experience. Story telling makes people talk naturally. Take the challenge-action-result approach. What is the challenge that prompted them to look for a person for that position? What action could be taken to solve this problem and what would the result be?
Practice by telling these stories to friends and family, after doing this a couple of times, your confidence level will naturally grow.
Related posts: 7 secrets to tells about your career stories
10. Bring examples of your work
I have been called several times by hiring managers who expressed their delight at some of my candidates who came to the interview session with samples of their work. You also have the opportunity to do this. Make the most of printed words, it shows how prepared you are and this alone might just set you apart from other candidates.
Idea: Some candidates take a copy of their most recent written review to the interview. Obviously, you should only do this if your evaluation is outstanding.
Perhaps you could come with a graph or a chat that illustrates the actions you took that saved your old company some money or even how you improved their business.
Always couch your examples with the following line of logic:
• This was the situation at the time.
• This is what I did to remedy the situation.
• My actions yielded these results.
11. Remember the importance of body language
as much as what you say and how you look is important, it is also important that you have the right body language. If your body language is wrong, it could be a reason not to hire you or in the best-case scenario, it could be a distraction. The right body language entails that you smile, have a good posture, eye contact, active listening and nodding while bad body language includes playing with a pen, slouching, looking off in the distance, touching your face, stroking your hair back, fidgeting the chair, mumbling or chewing gum.
12. Ask insightful questions
different studies have shown that many interviewers make a decision on whether a candidate really wants the job or not by the questions they ask. A hiring manager will likely be thorough in what they need so why shouldn’t you be able to ask a question or two? Asking questions shows you have interest; it shows you have done your research and that you are curious and enthusiastic about the position. Prepare these questions before walking into the interview room.
13. Sell yourself and then close the deal
the most qualified candidate on paper isn’t always the one that is hired hence the need for an interview. The person hired is usually the one that responds best to the interview questions and shows that they are the right fit for the position. Think of it as a sales transaction where you are the sales person trying to sell yourself as the product to the hiring manager.
Finally, as the interview is drawing to a close, ask about the next step to the process and if there’s a timetable you should lookout for.
14. Thank Interviewer(s) in Person, by Email, or Postal Mail.
Common courtesy and politeness demands hat you hank everyone that played a part in the interview. You should start while you’re there after which you should send thank you emails and notes to the hiring manager. This wouldn’t get you the job, but it’s an advantage over those that didn’t send.
15. Follow up afterwards
your interview day shouldn’t be the last day they hear from you. Following up helps them remember who you are and as such, you won’t be forgotten even if you don’t get the position. Send a thank you note to them and an email shortly after that if you don’t hear from them. If this earns you a follow up interview, give it your best shot!
16. If you don’t get hired, find out why
even if you give it your best shot, it doesn’t mean that you will definitely be hired. A firm cannot hire everyone and if you happen to be among those that weren’t hired, try to find out why. This could help you in your next interview. Reflect on it, check for where you could have done better and use this to prepare for the next interview.
17. Freelancer jobs
if you don’t get picked or hired, you shouldn’t be bothered. There are many jobs on the Internet that can help you earn as much, if not more than you would have earned if you worked for a company.
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