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When preparing to answer “What does customer service mean to you?” in an interview, focusing on how your definition aligns with the prospective employer’s values and how your skills back up that definition will position you effectively.
- Sample Answer: In my previous customer service job in a retail store, I had a personal motto to provide exceptional service. To me, an excellent customer experience was about the “three S’s”: safety, service, and satisfaction.
- Sample Answer: For me, the starting point of customer service is a happy customer. You can tell if you are doing a good job by if your customers are happy.
- Sample Answer: In my previous job, I was a member of the support team for our website’s live chat. As one of many customer service representatives working in the customer service department, we had to manage customer feedback.
- Sample Answer: I find that a good way to provide good customer service is to look at my own experiences. In a customer-facing role, it is a good idea to ask, “What would I want if I were this customer?”
- Regina Borsellino
- 1375 Broadway, 20th Floor, New York, 10018, NY
- What Does Customer Service Mean to You? This question comes up in many customer service interviews because it lets employers see what philosophy and mindset you’d bring to the position.
- What’s One Time You Worked With a Difficult Customer and How Did You Resolve the Situation? This goes back to the central problem-solving aspect of customer service.
- Tell Me About a Time You Assisted a Customer Who’d Worked With Multiple Agents and Didn’t Get the Help They Needed. This is closely related to the difficult customer question, but more specific.
- What Is Your Preferred Method of Communication? Most customer service positions will be focused on one (or at most two) methods of communication. The most common are in-person, phone support, email support, and chat support, but social media is gaining in popularity as well.
- Overview
- Customer service interview questions with sample answers
Video: Most Common Customer Service Interview Questions In this video, Sinead reviews the 10 most common questions that recruiters ask in a customer service interview with examples for how to answer.
If you're interested in applying for a role in customer service, it's important to prepare for your interview. This can allow you to consider your answers to questions a hiring manager may ask so you can discuss your qualifications and outline your strengths. Understanding what questions to expect can help you make a positive first impression on a prospective employer.In this article, we provide 15 common customer service interview questions with explanations and sample answers to review.
1. What is customer service?
Hiring managers might start the interview off by asking for your definition of customer service. They may want to gain a better understanding of how you think about the position and your perception of customer interactions. When you answer, be specific and try to use unique language reflective of your thoughts and personality rather than a cliche response or dictionary definition.Example: "Customer service is the act of providing the customer with the support they require to make purchasing decisions, understand the product or seek guidance from the company. It's an important role that can take many forms depending on the company and its clients."Related: Customer Support vs. Customer Service: What's the Difference?
2. How can you improve a dissatisfied customer's experience?
One of the many responsibilities of a customer service representative is handling complaints from unhappy customers. The hiring manager typically wants to ensure that you have the necessary skills and tact to manage these situations successfully. If you have experience solving a problem like this from a past position, you can reference it in your answer.Example: "I've found the most successful strategy for turning an unhappy customer into a happy customer is by actively listening to what they're saying. Sometimes, customers just want you to listen to them, and they want to feel like the company cares about them and their opinions. For example, I once had a customer who got home to find there was only one shoe in their shoebox. They were quite upset, so I let them explain the issue and then I validated their feelings and provided them with a discount on the purchase along with the missing shoe. They left in a much better mood and became a loyal customer."Related: 11 Ways to Deliver Excellent Customer Service
3. Describe a time you collaborated with a peer to solve a problem
Customer service is often a position that depends on successful teamwork. The hiring manager may want to know if you're comfortable working with others and have the communication skills necessary to complete team projects together. When you provide your anecdote, make sure to discuss the problem, your action steps and your coworker's contributions clearly.Example: "We had a particularly busy day after the launch of a new product, and one of our point-of-sale machines went down, causing checkout lines to grow long. I discussed the issue with another rep, and we decided one of us would work the remaining POS system and the other would walk through the line, checking in with customers and offering a coupon as a thank you for their patience."Related: 10 Reasons Why Collaboration Is Important in the Workplace
Jul 2, 2024 · Good customer service means that customers are more likely to return to the business, rate it highly on review sites and refer it to their friends and family. It can also increase their chances of making more purchases, as a happy customer is often more willing to spend money.
Apr 26, 2023 · Your answer sheds light on your values and approach to customer service, helping interviewers determine if you’re a good fit for the company culture and able to consistently deliver exceptional customer experiences.
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Sep 3, 2023 · The essence of good customer service is maintaining a friendly, positive demeanor, even in the face of adversity. Challenging customers are an inevitability in this line of work, and your ability to maintain composure and professionalism in such situations is a critical aspect of the job.
