I've had a few customer service jobs(woman's fashion and whsmith) and would consider myself to have a good experience/understanding/appretiation of good customer service.
I find the following questions pop up:
- What do you think makes good customer service? (This is easy. I won't give answers because I think its better to talk from experience.)
- Have you ever had a difficult customer, what happened? what was the situation and how did you deal with it. Make you you state the outcome and how the customer felt at the end.
- What can you add to the company, why should we take you on, what are your skills.
- Give an example of when you have worked in a team (start with context, what happened and how you dealt with it)
- Have you got any experience in sales assistance?
Some of the questions overlap, avoid giving the same example for more than one question.
It always helps if you can get on with the interviewer, but don't seem TOO loud or crazy, at this stage you need to be pleasant and show that you are relaxed and up for helping and mucking in, but are proper pleasant polite and enthusiastic.
They like that you listen and if they ask you a question which you cant think of answer to automatically, then instead of panicing- keep calm and give your self a moment to think. Then answer - use your initiative. If necessary, ask them to repeat the question, if anything to buy your time but if you genuinely need them to repeat, it may not do you favours having done it already.
Eye contact, sitting up against the backrest of the chair, in a corectly postured but not forced position. Good hand shake, smile.
Never be negative. If you are talking about a negative - focus on the positive way you dealt with the situation. (Continued below)