What customer service interview question can you expect when applying for a customer service job vacancy?
?Although the customer service job varies from employer to employer you can anticipate and prepare for likely customer service interview questions. Knowing which knowledge and core competencies (skills and abilities) are required for success in customer service work will help you to predict which questions will be asked.
?The customer service knowledge requirements will vary depending on the organization, the product or service and the scope of the customer service job.
However typical knowledge requirements for a customer service job include: computer /technological knowledgedata entryinformation processingknowledge of relevant software applicationsnumeric, oral and written language applicationsadministrative/clerical proceduresCustomer relationship principles and practicesQuestions around the knowledge requirements will usually be answered by reviewing your resume or CV as they refer directly to your qualifications and work experience.
Prepare for questions that explore your customer service training and your work task experience relevant to the specific knowledge requirements listed.
Examples include:
"Which software applications are you proficient in?"
"What products and services have you dealt with?"
"How many orders/queries did you deal with on an average day?"
The interviewer will focus on the customer service interview question that looks for evidence of the competencies needed to succeed in a customer service opening. You will be asked to provide specific examples of when you have previously displayed the required competency.
You should reflect on your past experiences, select appropriate examples and plan your response using the following structure:
Describe the specific situation or task you were involved in Detail the action and steps you took in the situation Outline the results and outcome of your actions. What happened, what was accomplished, what did you learn?Go through each customer service interview question that explores these core competencies. Use the answer guidelines to help you prepare your own excellent answers.
Problem Analysis and Problem-solving
Key to success in a customer service position is the ability to analyze and assess problems and find workable solutions.
"Tell me about a time you had to evaluate a large amount of information to sort out a problem. Talk me through the steps you took."
"Tell me about a difficult situation to which you found a simple solution."
"Give a specific example of when you had to sort out a complex problem for a dissatisfied customer recently."
Answer Guidelines : Show how you are able to collect and organize information to identify key issues and detect problems. Describe your ability to consider alternatives and find the most appropriate solution considering the facts, your resources and the customer's needs.
Customer Service Orientation
The interviewer wants to know that you have proven yourself to be both able and willing to provide excellent service to the customer.
"Describe a time you had to ask a number of questions and listen carefully to fully understand the customer's query."
"Describe a recent situation when you had to handle a dissatisfied and angry customer."
"How do you define going the extra mile for your customer, give me an example of when you have done this."
Answer Guidelines : Show how you develop positive customer relationships by actively listening and making the effort to understand the customer's needs, meeting and exceeding the customer's expectations and taking responsibility for the customer's satisfaction.
Accuracy and Attention to Detail
A common customer service interview question will focus on your ability to accurately collect and process information.
"Take me through the process you use to check that you have the right details from a customer."
"Describe a time that you picked up an error or problem that had been overlooked by others at work."
"Tell me about a time that you had a confusing interaction with a customer, how did you clarify things?"
Answer Guidelines : Describe your attention to all details of the customer interaction, however small. Show how you clarify the details, ensure you have complete information and accurately check your work processes and output.
Adaptability
Customer Service means dealing with a variety of people and demands, the ability to adjust to the situation is an important job requirement.
"Describe a time you had to change you approach to customer because your initial attempts were unsuccessful."
"Tell me about a time you have had to adjust to a new manager who had a different management style to what you were used to."
"Give an example of when you had to deal with a major change in the customer relationship practices in your workplace."
Answer Guidelines : Show how you are able to maintain your effectiveness in different situations and dealing with different people. Describe how you adjusted your approach and behavior to meet different needs and demands.
Patience and Stress Tolerance
It is difficult to keep calm and patient when dealing with unreasonable and demanding customers, however this is an essential competency when providing efficient customer service! This will be assessed with a customer service interview question such as:
"Tell me about a recent situation with a customer that really tested your patience."
"Tell me about a time you experienced conflicting work demands, how did you respond?"
"Describe a situation when you had to deal with an unpleasant customer who was making unreasonable demands."
Answer Guidelines : Show you are able to maintain a positive attitude and a high performance standard under pressure and in the face of challenges. Describe how you use appropriate coping techniques to keep calm under provocation and stress and that you are able to show patience when faced with a difficult customer.
Your ability to communicate effectively with customers and your ability to actively listen will be assessed as you interact with the interviewer. Make sure you speak clearly and concisely, choosing your words with care and using correct grammar. Listen closely to questions and ask for further clarification if you do not properly understand something. For comprehensive advice on how to communicate effectively in the job interview go to the expert interview communication strategies.
Prepare for the customer service interview question that explores your motivation to be in a customer service job, such as :
"What do you see as being the greatest challenges today in the customer service industry?"
"What do you regard as being the most positive aspects of dealing with customers?"
Know how to answer other frequently asked questions such as "What does excellent customer service mean to you?"
Use these sales interview questions and answers to help you prepare for your interview. These interview questions also come up as a customer service interview question.
Get a head start on the other candidates for the customer service opportunity with the help provided at About a Customer Service Job Interview.
For a comprehensive guide to answering competency based or behavioral questions go to The Behavioral Interview and review the sample questions and answers.
Interviewers will also use some general questions to assess the candidate. Review these standard interview questions with sample answers by clicking on common job interview questions and answers.
Stand out in your customer service interview by being thoroughly prepared and confident!
Your interview question and answer guide for Accounts Payable and Accounts Receivable.
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