May 10, Customer Service Interview Question and Answer Essential Guide

What customer service interview question can you expect when applying for a customer service job vacancy?

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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.

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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 practices

Questions 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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Nov 24, Group Interview Questions and Answers Guide

Group interview questions are often used as an initial screening tool to select candidates for a second, one-on-one job interview.

The types of interview questions are usually general and not specific to the technical aspects of the job. The main purpose of group interviews is to determine qualities like communication skills and interpersonal ability, persuasiveness and the ability to influence others, leadership and delegation.

Other competencies assessed during a group interview include problem-solving and planning skills, stress-tolerance and the ability to work and contribute effectively as a team-member.

Expect some debriefing-type questions. These group interview questions will most likely be asked in a group situation after the team exercises have been completed.

What made this team work successfully?

Refer to aspects such as the good use of available resources, the management of obstacles, successful team communication, use of initiative and support and encouragement of each other. Focus on the approach the team took and acknowledge the contributions of individual members.

What was your personal contribution to the team's performance?

Refer to your strengths such as planning and thoroughness, analyzing and problem-solving. Support your answer with specific examples of how you used these strengths to contribute to the team. What special role did you play and how was your contribution received by the team?

Why did this team struggle to accomplish the objective?

Refer to the reasons why things did not go according to plan, give specific examples. Demonstrate that you have been able to realistically analyze the situation and explain what you would have done, with hindsight, to improve the situation and deal with the problems the team experienced. Show an ability to offer solutions, not just to point out the problems.

How did you deal with the stress created by meeting the challenges?

Describe the specific steps you took to remain calm and controlled. Focus on skills such as planning, flexibility, communication and discipline.

How would the other team members describe you?

Refer to the positive reactions your experienced from other team members. Support your perception of how you came across with examples of observations or remarks made by the team.

Group interview questions designed to get to know you as an individual may be asked on a one-one basis at some point in the group interview process.

How would you describe yourself?

Avoid just repeating what is on your resume. Focus on highlighting your skills in a positive and job-relevant way. Try to set yourself apart from the other candidates as the most suitable person for the job. You need to think about the job requirements and emphasize your fit with these needs. You can mention observations others have made about your strengths and abilities to reinforce your answer.

How would your colleagues describe you?

Think about the interpersonal style you use with co-workers or your peers. What adjectives would they use to describe you? Dependable, resilient, helpful, energetic etc. Use this list of strengths to help you with this. Support your answer with examples.
"They describe me as dependable, probably because I always meet my deadlines." or "They consider me highly adaptable, I am able to work effectively with very diverse people. My last department consisted of ......"

These group interview questions explore your personal motivation for the position .

What about this position appeals to you most?

Give specific examples of why this position and company excite you. Refer to the positives you have learned about the organization and the job from this group interview process. Think about how you can prove your passion and interest for the position. Why would you prefer to work for this company rather than their competitors? Use your background research to help you prepare for group interview questions like this.

What are your goals and how does this company and job fit into these goals?

Tailor your goals to the realities of this position and company. Don't offer specific job titles or time frames. Focus on types of experiences you hope to gain and abilities you want to develop. Consider realistically the opportunities available in this organization. Refer to what you will learn in this position and how this fits in with your personal development plan.

Prepare for a general interview question about your suitability for the position

What would you bring to this position?

Refer to your key skills and abilities and how you would use them in the job. Avoid general statements like "I am a team-player.." and rather refer to specific evidence.
"I have worked as part of a team on a number of projects and received positive feedback about my role and contribution. Particular mention was made of my ability to initiate new ways of looking at the challenges and problems and then encouraging contributions from other team members."

Think about your strengths and the benefits they bring to the company and position. Give proof of what you can offer to excel in this job. "My problem-solving ability has been put to the test many times. For example, ...."

Discuss your specific qualifications for the job. Always refer back to your enthusiasm for the position.

Prepare convincing answers to frequently asked group interview questions that explore these areas of competence. Set yourself apart from the competition by having planned and practiced for your group interview.

Group Interview Tips and Techniques

Often candidates are asked to identify their strengths and weaknesses in the group interview. Go to the following excellent resources to help you with this
List of Strengths and Weaknesses
Interview Questions Weaknesses

Use the common job interview questions and answers to help prepare answers to other typical job interview questions.

Group interviews may be used as an opportunity to see how candidates react to those unexpected strange interview questions. Be prepared to handle these type of interview questions.

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May 25, Free Interview Questions and Answers Guide

Free interview questions and answers guide to those tough job interview questions. Go through the list of common interview questions and use the sample answers to prepare your own winning interview answers. Stand out as the right candidate for the job opportunity.

Expect interview questions that explore your understanding of the job such as:

What skills are the the most critical to this position?

Prepare by listing the tasks given in the job description and identifying which skills are key to successful task performance. Consider the technical skills specific to the position such as knowledge of accounting principles and practices for an accountant position, human resource management principles for a HR position, understanding the sales cycle for a sales position etc.

List the competencies required for successful job performance. Competencies or behaviors commonly required in the workplace include problem-solving ability, use of initiative, resilience, adaptability, organizing and planning and team work. Describe to the interviewer how your experience is relevant to these requirements and how you have successfully demonstrated these skills in your previous positions.

"After carefully reviewing this job I would focus on these key skills as the most essential to success. The company is going through considerable restructuring and as a manager I would need to properly manage any changes with my team. My communication, motivation, negotiation and conflict management skills are key to this. In my last job I had considerable experience in these areas when ................."

Free interview questions and answers include other typical job interview questions that explore your suitability for the job. Click on each question to view good sample interview answers.

Employers want to explore your commitment and motivation for the job. One interview question that prospective employers like to ask is:

What interests you most about this job?

Point out the new challenges and experiences you look forward to in the position and why you are qualified to handle them. Align your interests with the attributes they are looking for in the right candidate. For example:

"I want the challenge of selling a new product. I consider strategy development one of my key skills and I would like to be able to use it to the fullest in developing strategies for selling this product.."

"I get great satisfaction from training new staff members and helping them develop and succeed. I am excited by the sort of training programs I would be running in this position...."

For more free interview questions and answers that deal with your motivation, your interpersonal skills and your work goals click on each of the standard interview questions listed in the table below.

Free interview questions and answers include those tough and awkward questions that interviewers throw at you such as:

Where else are you interviewing and for what positions?

This is an awkward interview question and although candidates feel that interviewers shouldn't ask it, they do! So be prepared for it. Be brief, concise and straightforward. Avoid trying to use this as an opportunity to impress by naming big firms in unrelated industries or that are offering different types of jobs. Employers want to hear that you are going for similar positions in the same sort of industry. This confirms your commitment to the job they are interviewing you for. You can rather answer in general terms.

"I have focused only on jobs that offer me the same sort of opportunities and challenges that your organization does in this particular industry. I recently interviewed with XYZ organization for a similar position."

If you have not been for any other interviews you can deal with this interview question in this way.

"I have concentrated my job search on positions that offer the same sort of responsibilities and challenges as this position and with similar organizations. To date I have sent my resume to a number of organizations, including XYZ Company and ABC Inc, and we are in the process of setting up interviews."

View other difficult interview questions with sample answers here.

Most interviews will include some behavioral type interview questions. Be well prepared by using our Behavioral Interview Guide for these type of job interview questions.

The comprehensive lists of free interview questions and answers will help you prepare for success in your job interview.

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Jan 3, Essential Job Interview Guide for Specific Positions

Accounting Job

Finance Job

Call Center Job

Customer Service

Help Desk

Retail Job

Internship Job

Manager Job

Sales Job

Project Manager

Quality Assurance

Marketing Manager

Supervisor Job

Human Resources Job

Trainer

Paralegal Job

Teacher Job

Nursing Job

Secretary Job

Nanny Job

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Mar 15, The Behavioral Interview Question & Answer Guide

The Behavioral Interview is a proven and widely-used method of exploring a candidate's suitability for the position.

It goes beyond just looking at the candidate's educational and work history to determine the right fit, asking the candidate for specific examples of past behavior as they relate to the job requirements.

The behavioral job interview is based on the logic that past behavior predicts future behavior.

Behavioral interviewing or competency based interviewing explores workplace competencies that are required for successful job performance.

If the job requires a person to be able to analyze and find solutions to problems the interviewer will ask the candidate to provide an example of when they previously displayed that behavior.

"Tell me about a problem you uncovered in your previous job. What steps did you take to sort it out?"

It is often difficult to think of good examples within the time constraints and stressful context of a job interview.

Know which behaviors (sometimes referred to as competencies) are required in the position by reviewing the job description and requirements.

Looking back at your past jobs, prepare good examples using the following technique:

Listen carefully to the questions asked and, if need be, ask for further clarification. Answer with an appropriate and specific example. Often the Interviewer will ask follow-up questions to get more information,

" Tell me why you did that"

"Take me through your decision process"

"How did you feel about that"

so it is essential to have a complete, actual example to draw on.

Click on the list of Common Behavioral Questions & Answers above to help you frame your own examples.

Keep in mind that there are no right or wrong answers, it is an attempt to see how you behaved in a given situation. It is not possible to fabricate an example. The Interviewer's in-depth probing will quickly expose this.

Examples can be taken from any context as long as they clearly detail the required behavior.

Click on the specific job interview guides to review a list of behavioral questions relevant to each particular job with guidelines on how to prepare your best answers.

Typical management interview questions can be found at the manager interview questions and answers guide.

Use these expert behavioral job interview tips to give you the confidence that you know how to handle this type of interview.

View these Frequently Asked Behavioral or Situational Interview Questions.

Find expert guidelines to Answers to Behavioral Interview Questions.

View the 12 Core Competencies identified as critical for job success. Different jobs require specific competencies or behaviors but these 12 core competencies are required for acceptable job performance in nearly all career fields.

Be prepared for success in the Behavioral Interview.

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May 19, Clerical Interview Questions and Answers Guide

Which clerical interview questions can you expect in your clerical or administrative job interview? Prepare winning answers using the practical answer guidelines.

Clerical vacancies occur in a wide range of organizations and clerical jobs include a wide range of tasks and activities. Prepare for these frequently asked interview questions about your skills and experience for a clerical or office administration position.

How does your previous work experience equip you for this job?

Find the key abilities and skills required for this position in the job posting/ad. Describe how you demonstrated these skills in your previous jobs. Key skills for clerical positions usually include communicating with customers, employees and other individuals to answer questions and obtain and give information, taking and directing calls, filing, compiling, checking and distributing documents and correspondence, recording data and scheduling activities.

Which computer software have you used?

Detail the packages you are familiar with and explain what you have used each package for. Give specific examples of the functions you are proficient in such as creating and formatting spreadsheets in Excel and creating and editing tables in Word. Relate your computer skills to the job requirements.

What types of correspondence were you responsible for?

When answering clerical interview questions like this indicate the level of responsibility you had with regard to generating and editing correspondence. Did you type correspondence from rough drafts, corrected copies, voice recordings, dictation or previous versions? Highlight your knowledge of English composition, spelling and grammatical rules. Explain how you ensured accuracy. Provide work samples to support your answer.

What reports did you have to compose, format or check and distribute?

Give examples of the reports you were responsible for and explain how you obtained and managed the necessary information and what systems you used to generate and distribute the reports.

What types of filing systems have you managed?

Highlight how you made sure that filing was kept current and being done accurately. How did you ensure efficient retrieval of information? Detail the different filing systems you are familiar with and explain their advantages and disadvantages. Discuss any improvements you made. This shows that you actively managed the filing system and not just maintained it.

What information were you responsible for processing?

Focus on the types and volume of information - forms etc - to be captured and processed. What software and systems did you utilize? An important part of answering clerical interview questions about information processing is to detail how you verified or audited the information before processing it? How do you check for errors?

What sort of information did you have to keep confidential in your last clerical job?

Show how you used your judgment to determine what types of information and situations to keep confidential. Give specific examples of the confidential information you managed. How was this information stored? How did you monitor it? What was the process for retrieving it?

What experience do you have with handling money?

Detail what your responsibilities were in this area. Did you collect, count and disburse money? Was there any basic bookkeeping involved? Were you responsible for any banking transactions?

What experience do you have with setting up meetings?

How did you organize venues, inform participants, organize documentation, set up the meeting room? Were you also responsible for taking and distributing minutes?

What sort of interactions did you have with the public?

Focus on dealing with queries or requests from customers or members of the public. Highlight your use of your knowledge of the department and company to successfully answer queries and provide information.These clerical interview questions are exploring your ability to provide an efficient information service to the public, clients, colleagues and managers.

How many calls did you have to take on an average day?

This provides an indication of how busy you were and how much time was spent on dealing with requests for information. If you also dealt with the public via written communications then include this in your clerical interview answer.

Were you responsible for coordinating any events, projects or programs?

Have a good example ready of a project where you were involved in the planning and organization. Clerical interview questions like this are designed to explore your planning and organization skills as well as your initiative and ability to work independently. Focus on these skills in your answer.

Describe the busiest work situation you have recently had?

Again have an example ready for the interviewer. Describe the situation, the actions you took to meet the demands and the outcome. Focus on your ability to perform under pressure by planning and prioritizing successfully. Avoid making negative comments about having to handle a busy situation but rather convince the interviewer that you enjoyed the challenge.

Can you give me an example of the sort of deadlines you had to meet?

Be specific about any daily, weekly, quarterly deadlines you regularly had to meet. Explain how you scheduled your activities to ensure that you did meet the deadlines.

How do you prioritize your work?

Describe the techniques you use to organize your work. How do you determine the importance and urgency of a task? What else do you consider when prioritizing your work - for example, the available resources to complete the task? Show how you are able to use your judgment and plan the most appropriate course of action.

Describe any innovations you successfully made in your last job to improve efficiency?

The interviewer wants to know if you are able to analyze a problem and come up with a workable solution. Show how you use your initiative to pro-actively make positive changes.

What do you consider to be the most important qualities for this clerical/administrative job?

A clerical or administrative type job mostly involves information management and communication. Qualities like good listening and communication skills, planning and organizing, flexibility, adaptability, independent judgment, confidentiality, attention to detail and accuracy are all key to clerical jobs.

Use this detailed Clerical Job Description to make sure you have a clear picture of the task and competency requirements for a clerical job.

The Sample Clerical Resume provides instant structure for your own clerical resume.

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Administrative Assistant Job Description

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Good Questions to Ask the Interviewer

Prepare for frequently asked interview questions at Standard Interview Questions and Answers.

Prepare for some Behavioral Interview Questions and Answers in your interview.

Get the job you want by preparing and practicing your interview answers to frequently asked clerical interview questions.

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