Whether you are preparing to interview a candidate or applying for a job, review our list of top Customer Service Representative interview questions and answers.
Describe what customer service means to you.
Customer service representatives are the first point of contact for your customers, acting as the face of your company and driving loyalty, retention and acquisition. Ask this critical question to gauge a candidate’s commitment to the role and and gain insights about their customer service philosophy.
Tell me about a time when you turned an unhappy customer into a delighted customer.
Appeasing an irate customer is no easy task, but delighting them can be even more challenging. Ask this question to determine if a candidate is willing to go the extra mile for a customer, even in a tense situation.
How important do you think it is to work collaboratively with other customer service representatives and teams across a company?
Providing exceptional customer service is a team effort that requires constant collaboration to build a strong, positive image of the company. This question will let you know if a candidate is willing to jump in and help their colleagues, and if they have the ability to relay customer feedback effectively to other departments.
What do you do when you don’t know how to help a customer?
Even with extensive training and experience, customer service representatives won’t know how to help every customer. Ask this question to find out if a candidate knows how to respond calmly and efficiently in these situations.
Would you describe yourself as a people person?
To excel at providing thorough and enthusiastic customer service, customer service representatives must possess a talent for nurturing strong customer relationships. This question helps you determine whether a candidate enjoys talking to people and if they have the power to boost customer loyalty and engagement.
What would you do if a frustrated customer complained about a widely known problem with the company’s product?
How a candidate handles a customer pointing out a well-known problem with a product or service can reveal their level of empathy and ability to communicate clearly and respectfully with an unsatisfied customer.
What customer service tools do you have experience with?
Every company’s customer service stack is different, but it’s an added bonus if a candidate has past experience using ticketing systems, CRMs and collaboration tools, or has the desire to learn new technologies and systems.