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Customer Service Manager Interview Questions

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  1. As a manager, how do you implement service-related policies and changes in the workplace, such as schedule changes or new customer incident reporting procedures? See answer
  2. What customer service tools and management tools are you familiar with using? See answer
  3. In your opinion, what is the most challenging part of providing constructive feedback to an under-performing employee as the customer service manager? See answer
  4. As a customer service manager, how do you decide what information to include and what to leave out when talking to customers or staff? See answer
  5. Multiple customer service representatives come to you to relay information about a recurring customer complaint regarding a product defect. What actions do you take and why? See answer
  6. Can you tell me about a time when you improved the customer experience for a difficult customer as a customer service manager?
  7. What qualities do you look for in a qualified customer service candidate?
  8. In your opinion, what is the importance of the customer service department to an organization? Can you provide an example?
  9. What methods do you use to teach customer service employees about company products and services so they can best help customers?
  10. Can you provide me with an example of a time where you took on additional responsibilities to help your customer service team achieve their goals?
  11. As a customer service manager, how often is it important to review customer complaints or feedback documents?
  12. Have you had experience working closely with the sales department as a customer service manager?
  13. You receive recurring complaints from customers about a certain customer service representative’s attitude. How do you approach the situation?
  14. A customer service representative has a great idea to streamline the reporting process within your department. Do you consider their proposal?
  15. How would you define your management style as a customer service manager?
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6 Customer Service Manager Interview Questions and Answers

Q:

Tell me about a time when you improved the customer experience for a difficult customer as a customer service manager.

A:

The ideal candidate should tell a story, explain the importance of the situation and follow-up with how they improved the difficult customer’s experience. A customer service manager who can identify past problems is someone likely to think about creating solutions before a situation arises. What to look for in an answer:

  • Concise response without any delay
  • Sincere willingness to help the customer with their dilemma
  • Good communications skills and a well-organized answer

Example:

“An employee informed me that a customer was trying to use coupons on products that did not match her coupons. I checked in the store for the exact items; however, we did not have them in stock. To avoid further upsetting the customer, I told her that[,] just for today, I would allow the use of the coupons that did not match her items.”

Q:

As a manager, how do you implement service-related policies and changes in the workplace, such as schedule changes or new customer incident reporting procedures?

A:

Change is an essential part of any company, and as industries continue to grow, the candidate must show how they are willing to implement change among their staff and within the workplace. The applicant should provide an example of how they personally oversaw change and what the goal was that they were aiming to achieve. Also, was there an outcome achieved, or did the workplace remain the same? What to look for in an answer:

  • An understanding of the importance of company procedures and protocols
  • Experience motivating customer service associates
  • Positive approach to situations in the workplace

Example:

“I worked with my team to create a contest regarding a new scheduling policy we were putting into effect. All employees were required to clock within five minutes before the start of official business hours. We documented who was following the new policy, and those who clocked in within the first five minutes of their shift for five days in a row received a $50 gift card.”

Q:

What customer service tools and management tools are you familiar with using?

A:

Customer service managers use a plethora of tools a day, such as CRM and collaboration systems. Identify the platforms that the candidate has experience with, focusing on how the individual utilizes each software and system in their daily routine in their current position. The candidate’s response should give you insight into how quickly they pick up new processes. What to look for in an answer:

  • Experience with the CRM software that your company currently uses
  • Knowledge of accounting software, such as Oracle
  • Willingness to learn new processes and software

Example:

“I have five years of experience with Oracle and Salesforce. Last year, I began utilizing Google Sheets to share data with my team. I enjoy learning new processes that allow me to collaborate with my team as well as improve our store’s overall accuracy and efficiency.”

Q:

In your opinion, what is the most challenging part of providing constructive feedback to an under-performing employee as the customer service manager?

A:

The candidate should identify the part of giving constructive feedback that is most challenging for them. It is important to note that difficult situations should not hold them back from providing feedback altogether. Look for ways that the individual tries to eliminate their challenge. What to look for in an answer:

  • Honest awareness of difficult tasks as a customer service manager
  • Ability and enthusiasm for problem-solving
  • Ability to adjust the approach to fit specific situations

Example:

“I first observe and do the necessary research before I approach an under-performing employee because I feel it’s important to understand as best as I can any issues that may be affecting his or her performance. This way, I can take a solutions-oriented approach that is specific to the employee.”

Q:

As a customer service manager, how do you decide what information to include and what to leave out when talking to customers or staff?

A:

Customer service managers spend the majority of their day talking to customers and staff. It is imperative that such managers are able to decipher between what information is confidential and what is okay to share with customers and staff. What to look for in an answer:

  • Understanding of the importance of confidential information
  • Ability to create an open space for dialogue among staff and customers
  • Actual experience withholding confidential information

Example:

“A staff member once asked me about why we changed our CRM software. I informed her that it was outdated and that the company is always looking for ways to improve speed and accuracy. The main reason was due to a security issue that we were trying to contain; however, the company did not want this information out yet.”

Q:

Multiple customer service representatives come to you to relay information about a recurring customer complaint regarding a product defect. What actions do you take and why?

A:

Customer service managers have a responsibility to monitor customer feedback and report issues to quality control personnel. This question allows an interviewer to guage whether a candidate has the ability to notice trends in customer feedback and communicate with other departments to ensure they resolve product issues.

A candidate's answer should emphasize:

  • Proactive action
  • Detail-oriented mindset
  • Verbal communication skills

Here is one example of a quality candidate answer:

Example:

"The first thing I would do is call a department meeting, and ask if anyone else has received a similar complaint. Then I would review the department's recording database or filing system to pull all complaint data regarding a particular issue. With this evidence, I would email the quality control team and product development team to address the problem and suggest a meeting."

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    Last updated: Apr 21, 2021