Customer Service Interview Questions and Answers

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Are you interviewing for a job in customer service? What you will be asked depends on the role you're interviewing for, but there are some frequently asked questions you will most likely be expected to answer.

Here is information on the types of questions you might be asked during an interview for a customer service representative job. Below is also information on how to prepare for an interview, and a list of specific interview questions.

Types of Customer Service Interview Questions

Customer service interviews may include a number of different question types. Many will be common interview questions you might get at any job, such as questions about your employment history, your educational background, your skills and qualifications for the job, and your goals for the future.

You may also be asked questions about you personally, including questions about your personality and work style.

Some of your interview questions will also be behavioral. Behavioral interview questions ask you to explain how you dealt with past experiences on the job. You can find information on how to answer behavioral interview questions here.

You will likely also be asked situational interview questions. These are similar to behavioral interview questions, in that they ask you about different work experiences. However, situational interview questions are about how you would handle a future situation related to your job in customer service.

Finally, you might be asked questions about your work schedule and your flexibility. Many customer service representative jobs have schedules that include nights and other irregular hours, so an employer may want to know if you are able to work a variety of shifts.

Examples of Customer Service Interview Questions

Personal Interview Questions

The hiring manager will want to know how you're qualified for the job, why you're a strong candidate, and whether you have the customer service skill set the employer is seeking.

Here are examples of some of these types of questions.

Questions About Customer Service

Even though jobs in customer service vary, there are basic principles of good customer service that are important for every employee to follow. One way to find out what the employer is seeking in qualified candidates is to research the company mission statement and website. You'll find indicators of what's expected. Also, be prepared to share why you want to work in a customer service role, in general, and specifically with this company.

Behavioral Interview Questions

When you're answering behavioral interview questions, be prepared to share real examples of how you handled the situation.

The interviewer is interested in learning how you responded in specific circumstances to get insight into how you would handle a similar situation if you were to be hired.

  • Explain a time when you assisted in resolving a dispute between others.
  • Tell me about a time that you helped resolve a particularly difficult customer issue. 
  • Talk to me about a time when you were unable to help the customer with their problem – what was the issue and how did you handle the situation? 
  • Give an example of a time that you changed a customer’s emotions from frustration to joy.
  • Tell me about problems with the products or services you previously supported? How did you deal with them?
  • What have you done at your current company to increase revenues, reduce costs or save time?

Situational Interview Questions

A situational interview is similar to a behavioral interview.

The hiring manager will ask how you would handle issues that might arise on the job. How you answer will be an indicator of how good a fit you will be for the job.

  • The customer is saying you’re taking too long to solve the issue, what do you do?
  • The customer is pointing out a well-known problem with your product, what do you do?
  • What should you do if a customer asks a question you don’t know the answer to?
  • How would you handle an angry customer?
  • What would you do if the customer is wrong?

Questions About the Company

The hiring manager expects you to have done your homework. To prepare for questions about what you know about the company and its products and services, take the time to carefully research it ahead of time.

  • What do you know about this company?
  • Why would you be a good fit for our company?
  • What do you know about our products and services?
  • Have you tried our product/service and what do you think of it?

Questions About the Work Schedule

Many customer service jobs require employees who are available to work a flexible schedule. If it's not a 9 - 5 job, you will be asked about your availability to work evenings, weekends, and holidays. Be prepared to share your availability with the hiring manager, keeping in mind that the more flexible you are the better your chances of getting a job offer.

  • Can you work a flexible schedule?
  • Are you available weekends and holidays?
  • Are there any reasons why you can't work your assigned hours regularly?
  • Would you be available to work additional shifts?
  • What type of schedule are you looking to work? 

Other Questions You May Be Asked

More Job Interview Questions
In addition to job specific interview questions, you will also be asked more general questions about your employment history, education, strengths, weaknesses, achievements, goals, and plans. Here's a list of the most common interview questions with examples of the best answers.

Tips for Preparing for a Customer Service Representative Interview

To prepare for your interview, make sure you know the requirements of the job. Look back at your resume and list any experiences you have had that demonstrate your ability to meet those requirements. This will be especially helpful with behavioral and situational interview questions.

Before the interview, do some research on the company you are interviewing with. Make sure you have a sense of their mission, their products, the population they work with, and the company culture.

Read here for more information on preparing for an interview.

Suggested Reading: What to Wear to a Job Interview | Top 10 Job Interview Tips | Common Interview Mistakes to Avoid