Published On : December 06, 2010
The resume and cover letter you submitted were clearly high quality, informative, and well-written. Due to your diligence and the time you spent preparing those critical documents, you have landed a much anticipated face-to-face interview. This is your shot to sell yourself and tell the interviewer why your skills, abilities, and experience are superior to the other candidates. This is your only opportunity to create a first impression as an individual who is confident in working with customers, providing them with product information, and assisting in resolving conflict and maintaining a good reputation for the company.
The most important step you can take during your interview preparation, is to familiarize yourself with answers to some of the most common customer service interview questions. While you may be thoroughly prepared to answer general questions, your desire to think deeper and more in line with the customer service industry will enable you to answer confidently and correctly. Here are six of the most common questions you may be asked in your interview, accompanied by corresponding answers to give you an idea of what it will take to succeed and move on to the next step in the hiring process.
6 Customer Service Interview Questions & Answers
1. What does customer service mean to you?
Customer service is more than linking the gap between selection and purchase. It involves a constant flow of communication between associates and customers to identify needs, concerns, and interests. Based off of this communication, a company can better serve its customers and provide them with products and services that are superior to those of competitors. I like to think of it as a resource and something a customer can access to make his or her overall experience positive, rewarding, and beneficial.
2. What qualities and skills do you think are most important in customer service?
I have identified two components that are crucial to providing the highest quality customer service: the ability to listen and the ability to communicate. Whether you are dealing with an irate customer, or one who simply has a question, listening with full intent to understand can help you identify the most appropriate solution. Communicating efficiently and effectively between customers and management is crucial to help a company better serve its consumers and reassure that their needs will be met accordingly.
3. Are you familiar with the term "organizational structure?"
Yes. My past experience in customer service has enabled me to be a part of several structures, including ones that were team based and division based. I am aware that your company operates more in line with a matrix structure where a certain grouping of products has its own customer service department with appropriate lines of authority.
4. Have you ever successfully upsold products?
Yes. I use to work at Harpo Goods, and each associate set daily goals in relation to the number of products they anticipated upselling. I learned how to recognize which merchandise items are complementary to each other and would use this as leverage when describing why a customer would benefit from purchasing additional units.
5. Tell me about a time when you had to deal with conflict.
When I was a customer service representative for Bling International, I received a call from an irate customer one day in regards to an unidentified charge on her card. After some research, I discovered she had unintentionally signed up for a trial service and hadn't cancelled within the allotted period of time. I listened carefully to her concerns and assured her we hadn't intended for the charge to be concealed or surprising. I immediately cancelled her membership with that specific program and was able to refund her the money. Two weeks later, I followed up with her and confirmed she had received the refund and was satisfied.
6. Are you able to confidently educate customers on product usage?
Yes. I enjoy working with people and providing them with information regarding product availability, usage, and maintenance (if required). I see that your company offers an impressive range of kitchen accessories. With my previous work experience in customer service at TinTrade, I am confident I will be able to share my knowledge of cookery with your customers.
When you are armed with answers to these six customer service interview questions, you can show your interviewer you are knowledgeable about the industry. This crucial step may be exactly what you need to take you further on your journey to getting hired.