What Does The Term Customer Service Mean To You

Common Customer Service Interview Questions With Answers

How to Prepare for Customer Service Interviews

•••

Sturti / E+ / Getty Images

If y'all are applying for a retail or customer service job, or any other position where you have personal contact with consumers or businesses, your interviewer will be eager to find out how yous would interact with customers and provide them with assistance.

A typical job interview question for this blazon of client-focused position is "What is good customer service?" A related question is, "What does client service mean to you?

Read on to larn more about the questions you might exist asked during an interview for a customer service representative chore. In addition, you'll also find tips beneath on how to prepare for an interview, as well equally a listing of specific interview questions. Practice answering these questions, so you lot'll experience more comfortable and confident during your interview.

How to Answer Interview Questions Nigh Customer Service

The interviewer wants to know what you consider to be quality customer service, how yous ascertain practiced client service, and how you lot would exist willing to provide it to customers.

If you take worked in a service manufacture, it'southward best to recount an occasion when you personally were able to provide service above and across what the customer expected.

The best style to answer is to share a story most how y'all handle client issues when they ascend in the workplace. In your answer, be prepared to give specific examples of skillful client service either from your work experience or from your personal experiences every bit a consumer.

What Is Good Customer Service?

The short definition of customer service is making sure the customer is happy. The longer version is to ensure the customer or client is satisfied with the production or service provided, and with the sales, commitment, installation, utilize, and other components of the purchasing process.

Elements of Good Customer Service

When answering interview questions nigh customer service, information technology can exist helpful to consider the core elements that make information technology upward. These elements are:

Common Customer Service Interview Questions With Answers — Catherine Song

Production Sensation:Whether you're talking most books, ads on a website, or a widget, having a thorough knowledge of the company's products is vital for providing potent client service. Go far at your interview with a solid base of operations of understanding of both the visitor and its reputation amongst customers, equally well as detailed knowledge of the visitor'south services/products.

Attitude:Mental attitude is everything, or about everything. Greeting people with a smile or friendly hello can make a big difference in a retail store. For whatsoever customer service position, in-person or by phone, a friendly and patient attitude is important. Bear witness everyone you meet during the interview process the positive and engaging attitude that you have. If yous're not feeling upbeat, review these tips for staying positive during task interviews.

Efficiency: Customers value a prompt, constructive response. Exist fix to share your achievements in client service efficiency with the interviewer. Have you beaten productivity goals, cutting downward on response time, or reduced the need for follow-up calls? Anything you've done to be more efficient in your task is worth sharing with your interviewers.

Problem-Solving: From needing a new shirt for a wedding to requiring a replacement office, customers are looking for assistance, and function of good customer service is fixing issues and answering questions. Speak nigh some of the problems you've solved at work, the method you lot used to solve them, and how you lot resolved the state of affairs.

Customer Service Questions Asked in a Task Interview

1. What is customer service?

What They Want to Know: Interviewers desire to see how your definition matches upwardly to the company's definition of customer service. The goal is to determine whether you run across the standards for optimal client service as divers by the employer.

Case Answer

I would define client service as helping customers handle issues, helping them find the product they want, and doing your best to accept them leave the store pleased.

More Sample Answers: What is client service?

2. What does good customer service mean to you?

What They Want to Know: Interviewers are eager to know what you consider to exist quality customer service and how you would provide it to customers. Another variation of this question is, "What is good customer service?" In your answer, be prepared to give specific examples of skilful customer service, either from your work experience or from your personal experiences equally a consumer.

Example Respond

Proficient customer service means having a thorough noesis of your inventory, experience with your products, and being able to assistance customers make the best choices for them. When I worked at XYZ Company, I used to spend a few minutes each month looking at the newest products to brand sure I was fully aware of their benefits, features, and functioning, and could make knowledgeable recommendations to customers.

three. Why do y'all think you'd exist a good fit with our company?

What They Want to Know: With this question, interviewers want to get a sense of how you'd mix with the visitor civilization. But this is also a variant on the question, "Why should we hire yous?" making this question an opportunity for you to make the case for your candidacy.

Example Answer

I've seen throughout our conversation, and also when browsing through social media accounts, that ABC Company puts a priority on warm, friendly, and personal service. That's where I shine. Buying a wedding dress is an emotional moment, and I endeavour to deliver a personal touch, relating to each customer's needs. And it works: I consistently exceed monthly quotas and oftentimes benefit from referrals to friends. I'd bring those same qualities to ABC Company, selling formal wear.

4. Why exercise you want to work in customer service?

What They Want to Know: Are you a people person who enjoys interacting with others? Do you feel gratified when yous can solve problems? Or, do you believe passionately in the product or service the company sells? These are the kinds of qualities that interviewers are looking for in your responses to this question.

Instance Answer

I find great satisfaction in being able to find the perfect outfit for a client, and have them leave the shop knowing that they await their best. I'm a big fan of the clothing sold at Visitor XYZ, and in particular how it'southward designed to fit people of all sizes.

5. Tell me about a time you lot had to deal with a hard customer, and how you handled information technology.

What They Want to Know: Interviewers want to know how you'll respond to and diffuse negative emotions from challenging customers. This is an example of a behavioral interview question. A strong answer will showcase your conflict resolution skills, and how you can stay calm, respectful, and helpful in response to unhappy customers.

Example Answer

One time, a customer was deeply displeased with his meal. When I looked at the plate, I didn't spot a problem. First, I asked him why he was unhappy. It turned out that he was allergic to dairy, and the plate had a sprinkling of cheese on it. I acknowledged the state of affairs and apologized—empathy helps. Then, I offered to have the kitchen re-make his meal. I besides mentioned it to my director, who was able to offer him a complimentary beverage. In the finish, he left a big tip and apologized for non having mentioned his allergy from the commencement of the meal when I'd inquired almost dietary preferences and allergies.

half dozen. What would yous practise if you did not know how to help a client?

What They Want to Know: Interviewers are eager to run into your problem-solving skills on brandish, every bit well as how yous would communicate with the customers and your beau staff. Emphasize those skills in your response. Recall, sharing an example is always helpful!

Example Answer

In an platonic earth, that wouldn't always happen! Of form, we all get stumped sometimes. In those situations, I double-bank check my work, then loop in colleagues or my managing director for more assist. I remember in one case when a client called inquiring how to delete a program, which sounds unproblematic, but following the standard instructions did not work. I permit him know this was an unusual state of affairs and apologized for the delay in coming upward with a prepare. I double-checked the manual, confirmed that I was following the instructions, then reached out to a colleague who was more than knowledgeable about these types of bug. Together, we were able to solve the problem, and and so update the training manual to share our new insight.

7. What are ii or three qualities a person needs to deliver strong client service?

What They Want to Know: Ideally, your response volition mirror the values the company holds. Some organizations may put a premium on speedy responses, while others may prioritize high scores in customer satisfaction. Be honest in your response, but if it's possible to highlight qualities mentioned in the job posting, that'south benign.

Example Respond

I believe it's important to exist friendly and warm with customers to leave a good impression. Doing so also can prevent rudeness, anger, and other negative emotions from taking over the experience. However, I as well believe that it'south important to solve bug quickly. Efficiency is besides a priority.

8. What would you do if a customer said you lot were taking too long to handle an issue?

What They Want to Know: Interviewers want to encounter how you handle negative feedback and stressful situations.

Case Respond

Often, I effort to avoid that feedback by giving customers an estimate up-front of how long a task will accept, and why it might take some time. Nonetheless, that's non ever possible. If I got this feedback, I'd start past acknowledging information technology without getting defensive. I'd probably say something like, "I apologize that this issue is taking longer than anticipated to resolve." And then, I'd look for practical solutions. For instance, I could telephone call the customer back, provide an update by email, or do something that volition free up the person's fourth dimension. That'd help the customer end the interaction satisfied.

9. What do you know about our products and services?

What They Want to Know: Interviewers want prove that yous've spent some fourth dimension researching the company. This helps show that you want to piece of work at this job specifically, non just any client service position.

Case Answer

XYZ Tech Company sells 2 levels of cloud storage: the kickoff is geared toward consumers, and my sense from coverage in the media is that you lot're looking to increase your marketing of this selection. As well, XYZ sells an enterprise-level storage selection. I would be intrigued to know if that actually drives more than meaningful sales.

10. Tell me about your previous customer service experience.

What They Want to Know: Potential employers desire to know if you have experience in a similar office. You do non have to depict every role you've had. Instead, highlight the most relevant customer-oriented jobs you've had. And, if you practise not take a lot of experience in customer service, discuss relevant skills that you accept, such equally advice skills, empathy, and problem-solving. Information technology can exist effective to utilize an example of a time when someone made an impact on y'all through their superb customer service skills.

Example Answer

I worked at ABC Retail for several years, selling clothing. After that, I wanted to explore something unlike. At ZYZ International, I was function of a collaborative global team, tackling issues over the telephone. I particularly enjoyed the opportunity to work every bit part of a squad.

Tips for Giving the Best Answer

Here are boosted tips for responding to interview questions regarding client service:

Expect for opportunities to share meaningful examples. This will brand your response stronger and more persuasive.
Take a positive, upbeat demeanor during the interview, since those are qualities that nigh companies will look for in people providing customer service.
Wait for opportunities to demonstrate that you understand how to provide constructive client service, and that, in particular, you are aware of the visitor'southward needs.
Review advice on the best mode to answer interview questions well-nigh client service.

How to Prepare for a Customer Service Interview

Exercise your homework, familiarizing yourself with the company and the products and services it sells. Bank check the company website, skim through social media accounts, and review whatsoever media coverage. Try to go a sense of the company culture as well, since that can influence how you frame your responses to questions.

Be prepared to talk most your relevant feel. Take a look at the x interpersonal skills that make people in customer service positions polish, and review more common retail and customer service interview questions and sample answers.

Questions to Ask the Interviewer

To make a good impression, information technology's wise to ask your interviewer some questions. You lot can ask near logistics, visitor civilization, or specifics about customer service. Hither are some options:

What are some of the unique challenges that your client service reps face at this company?
What'southward the environment like here? Do people tend to work collaboratively or independently?
What are some of the new products or services that yous'll be offering in the next year?
What'due south your favorite part of working at this visitor?
What are some of the qualities you recollect make a standout customer service rep hither?