Customer Service Interview Questions and Tips
Customer service interview questions involve job functions, levels of responsibility and industry related issues. The interview questions test your knowledge base across a range of complex issues. You are expected to know how to deal with a wide range of complex situations and how to respond to customer issues. We have put together some typical customer service interview practice questions and answers to help you:
Question: How do you deal with difficult customers?
Answer: I listen to the customer and focus on the customer's problem. I don't argue or enter into a dispute over any issues. I work on finding a productive solution, or other helpful options available to the customer.
Explanation for the answer: This answer shows you're staying on track with the business situation. You're representing the employer's interests, and providing the correct response to the customer's needs.
Question: How do you handle complaints?
Answer: There are specific policies and procedures for customers to complain about goods or services. I explain these guidelines to the customer, and take them through each stage, so they understand the process. I don't express any opinion on the outcome of the complaint.
Explanation for the answer: This is the strictly by the book approach, and it's the only truly correct answer. There are no other options in this situation. You can't express an opinion about the outcome of the complaint, because it is usually not up to you to make the decision. You can inform the client of their rights and company policies.
Question: A customer's not sure what they need, and comes to you for advice about a product. How do you advise the customer?
Answer: I ask some questions, to find out what product features or other needs the customer requires . It's usually helpful to create a dialog, so you can check out any particular requirements, or preferences. When I've got that information, I'll show the customer several options and explain how they meet the customer's needs.
Explanation for the answer: Customers only have so much information. They pick up this information from various sources, and frequently can't tell which product is the one they want. The dialog allows the customer service person to find out what the customer wants from the product, and give correct advice.
Question: You're supervising on a public counter. There's lots of people waiting, and more coming in. What do you do, to get things moving?
Answer: I create a fast line system; one line that will serve anybody with jobs that can be done quickly, the other line for slower moving customer issues. I assign one or two people to deal with the customers. That cuts the numbers down and allows people with more difficult jobs to move faster.
Explanation of the answer: Customers should receive prompt service. A long wait on line is good grounds for complaint. Good customer service practice recognizes the need for efficient time frames.