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33 Questions and Answers for Customer Service Interviews
These interview questions and answers will help you prepare for your interview if you are applying for the position of Customer Service/Customer Support. Let’s get started!
1. Briefly Define The Terms “Customer Service” And “Customer Support”?
Customer service is the department of a company that deals with the needs of its customers. Customer service or customer care teams not only provide assistance but also ensure the company’s customer satisfaction and retention.
Meanwhile, customer support is a more specific term that refers to the personnel who assist customers with technical issues such as product use, maintenance, troubleshooting, and upgrading.
2. What Do You Consider To Be Good Customer Service?
Possible Response 1:
Good customer service entails not only providing a solution to the customer’s problems, but also doing so with kindness, patience, and respect. The agent’s demeanour is just as important as having the right answers to a customer’s questions.
Possible Response 2:
Customer service not only serves customers but also the company. Thus, good customer service, in my opinion, would include both meeting the customers’ immediate needs and ensuring that the company does not lose valuable customers along the way.
3. How Important Is Good Customer Service To A Brand Or Business?
Possible Response 1:
A company cannot exist without its customers. Because customer service teams are frequently the first point of contact, providing excellent service is critical. It can make or break a customer’s opinion of a company or brand.
Possible Response 2:
It has been proven that retaining existing customers is far more cost effective than acquiring new ones. Customers can be gained through effective marketing and high-quality products. However, only excellent customer service can persuade them to stay. Thus, skilled customer service personnel can help a company go a long way.
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4. Identify A Company That You Believe Has Mastered The Delivery Of Excellent Customer Service?
You may mention and elaborate on any one or two businesses with high customer satisfaction rates in this answer. You can either use publicly available and reliable statistics from large corporations (e.g., Amazon, Microsoft, Vodafone, etc.) or speak about a smaller business you have personally dealt with.
Possible Response:
Name of Company is well-known throughout the world for its excellent customer service. Their high customer satisfaction rates have been consistent, and they have recently topped indexes and won awards for the same. In my personal experience, I have received excellent customer service from their team in place and have received nothing but praise from friends and colleagues.
5. Explain The Meanings Of The Terms “CSAT” And “NPS”?
Both CSAT and NPS are measurable measures of customer satisfaction. CSAT is an abbreviation for Customer Satisfaction Score, and NPS is an abbreviation for Net Promoter Score. NPS is a more specific value because it reflects customer loyalty based on their likelihood of recommending the company’s products or services to others.
6. What Is The Customer Lifetime Value, Also Known As LTV? How Can a Knowledgeable Customer Service Representative (CSR) Increase LTV’s?
Customer lifetime value (LTV) is a measure of the revenue that a customer is expected to generate over the course of his or her relationship with a company. It enables a company to focus on developing healthy, long-term relationships with its customers. Skilled CSRs can have a significant impact on LTVs by providing good and timely customer service and maintaining high satisfaction rates.
7. What Is The Rate Of Customer Churn? How Does It Relate To Customer Service?
The number or percentage of customers that a company loses over time is referred to as the churn rate. Aside from defective products or services, poor customer service can be a significant contributor to a high churn rate.
8. Do You Believe That An Organisation Should Prioritise Product Development And Sales Over Maintaining A Good Customer Service Department?
Possible Response:
A company should prioritise producing and providing high-quality goods and services. However, a strong customer service team is also required to meet the needs that arise after a product or service has been delivered. Good customer service, as well as the invaluable feedback that comes with it, is critical for the growth and development of any brand or company, regardless of how well-established it is.
9. Do You Believe In The Adage “The Customer Is Always Right”?
While a customer’s word should always be held in the highest regard by a business and its employees, I recognise that there are times when a customer may be misinformed or behave unreasonable. However, I believe that to err is human, and that no customer should suffer as a result of their own mistakes.
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10. How Should You Handle An Irate Or Abusive Customer?
Possible Response:
The first step in dealing with an irate customer is to maintain your cool. The CSR should never lose his or her patience or professionalism. It is critical to remember that customers losing their cool is common and that their words should not be taken personally. Instead, a CSR should be polite, apologise to diffuse the situation, and work quickly to resolve the issue at hand.
11. Assume You Don’t Have An Answer Or Solution To A Customer’s Question. What Would You Do In That Situation?
Possible Response:
I would apologise and politely request time from the customer to consult with my resources or colleagues. While not having a quick response can be embarrassing, I value the quality of the information I provide. If I am unable to provide a solution, I will transfer the query to a more capable member of the team so that the customer does not leave without an answer.
12. What Exactly Is Ticket Routing?
The process of selecting the agent who will handle a specific customer request is known as ticket routing. It may be determined by the ticket’s priority status, the skill and seniority levels of the CSRs, and current workloads. Both CSRs and customers can benefit from strategic ticket routing.
13. What Distinguishes A Contact Centre From A Call Centre?
A contact centre is a centralized location where customer communications are handled. While contact centres provide customer service via multiple channels such as phone calls, emails, web-based calls, web chats, social media, and so on, call centres only use the telephone. A call centre, in other words, is a subset of a contact centre.
14. What Is The Resolution Of The First Call/Contact? In Your Opinion, How Important Is It?
The complete and satisfactory handling of a customer’s issues during his/her first contact with the service or support team is referred to as first call/contact resolution. Because the individual does not need to call or follow up, it is important not only as a mark of respect for a customer’s time, but also as a measure of a company’s efficiency and management.
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15. What Is The Distinction Between First Response Time, Talk Time, And Average Handle Time?
First reply time refers to the seconds that elapse between when a customer ticket is generated and when a CSR responds, whereas talk time refers to the amount of time the CSR spends talking to the customer. The average handle time is the sum of the time it takes a CSR to resolve an issue, including talk and hold time.
16. Do Shorter Call Times Imply Better Customer Service?
Shorter call times do not always imply better customer service, especially if they are not accompanied by high first-call resolution and satisfaction rates.
17. Given The Importance Of Time For A CSR, How Do You Decide What Information To Give To A Customer?
Possible Response:
I am acutely aware of the time-sensitive nature of my job and strictly adhere to conveying only the most essential and useful information to customers over the phone or via chat. If a customer has a problem with a product, I explain procedures as thoroughly as possible. If there are multiple issues at hand, I try to deal with them one at a time. In my experience, this avoids customer confusion, saves time, and increases the likelihood of a first contact resolution.
18. How Sensitive Are You To Differences In Language Or Accent When Dealing With Customers Via Chat Or Phone?
Possible Response:
I recognise that customer bases can be extremely diverse and complex, and it is part of my job to treat each individual fairly and with respect. If I don’t understand what a customer is saying or writing, I always ask them to clarify and do my best to understand. Instead of rushing through with incorrect solutions or being rude, I believe it is better to take my time understanding them.
19. Assume You Are Aware Of A Flaw In One Of The Company’s Products. How Do You Handle Complaints About This?
Possible Response:
First, I would thoroughly familiarize myself with the products and their issues so that I am better prepared. Second, I would sympathise with the customer and offer an apology as well as potential solutions. I would accept any blame with grace, but I would be careful not to speak negatively about my employer in order to appease the customer.
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20. How Important Is A Company’s Presence On Social Media For Customer Support?
Possible Response:
Because most social media communications are conducted via features such as tagging and instant messaging, businesses can greatly benefit from providing active and responsive customer service through social media portals. It expedites the process of receiving and responding to feedback while also demonstrating to the customer that the company is technologically savvy and up to date.
21. As Businesses Look To Cut Costs And Adopt New Technology, Automated Responses And Customer Self-Service Portals Are Becoming More Popular. What Are Your Thoughts On This?
Possible Response:
Automated responses and self-service are only useful for minor or routine problems. They can reduce agent workload, but CSRs cannot be completely removed from the equation. People, in my opinion, still prefer calling tech support or sending a quick email to customer service.
22. What Exactly Is A CRM Tool Or Software? Are You Familiar With Any Of Them?
CRM software is software that is used in Customer Relationship Management. They assist agents and businesses with resource management, customer data, clients and contacts, supply chain processes, and so on. HubSpot, Zoho, Salesforce, and Freshsales are some popular CRM tools in the industry.
23. What Is The Worth Of A Well-Maintained Database Or Record Of Customer Information And Feedback?
Possible Response:
They are extremely valuable to CSRs. They not only assist in resolving specific customer issues, but also provide broader insights that are useful for data analysis and trend tracking.
24. Tell Us About A Time When You Received Excellent Customer Service. What Can You Take Away From That Experience As A CSR?
You may include any relevant experience dealing with a company’s customer service on your own in this answer. Try to recall the positive aspects of your experience and include as many learning points as possible.
Possible Response 1:
In dealing with agitated customers, I learned that patience combined with polite language can go a long way. The agent who assisted me never lost his or her cool or professionalism.
Possible Response 2:
The agent’s knowledge and communication skills were impressive. He/she answered all of my product-related questions in a single phone call/chat session without making me wait on the line.
Possible Response 3:
The support team collaborated to deliver/reissue the product as soon as possible, and my issue was resolved in just two days. It was fantastic to witness and learn from such efficient and dedicated customer service.
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25. What Motivates You To Work For This Company?
For this answer, it is best to conduct some company research and use specific and relevant examples.
Possible Response:
Your reputable company has a track record of providing only the best products and services to customers. I researched this company’s history and recent history, and it is truly amazing how it has served its customers and sustained itself through their goodwill. It will be an honour to work in such an environment and learn the intricacies of providing excellent customer service.
26. What Characteristics Would You Bring To Our Customer Service Team?
Possible Response 1:
I am very familiar with the role of a CSR. I have a naturally positive and empathetic personality, which makes me approachable and people-friendly. Besides, I’ve always had a desire to help others and a natural talent for problem solving.
Possible Response 2:
In my previous job, I demonstrated excellent communication and conflict resolution skills. I am a quick learner, and my training has given me the confidence and patience needed for a customer service position. Furthermore, I am a good team player who gives equal attention to the customer and the company.
27. How Do You Usually Handle Negative Feedback Or Criticism, Whether From Customers Or Co-Workers?
Possible Response:
I take it in stride rather than taking it personally. I believe that every negative review or comment contains a learning opportunity, and I do my best to use it to better myself and my work.
28. Do You Work Well In Groups? How Would You Deal With A Co-Worker Who Is Acting Unethically In Order To Gain Customer Satisfaction Or Personal Profit?
Possible Response:
I work well in groups and value their professional support and camaraderie at work. I make an effort to learn and contribute positively by participating in group projects.
In the case of a colleague’s unethical behaviour, my first step would be to make him/her understand the consequences of his/her actions. If I am unable to persuade him/her to change his/her ways, I will report it discreetly to a superior – not out of spite, but as a concerned company employee.
HR Interview Questions and Answers for Customer Service
Here are some sample questions from your customer service HR interview.
29. Would You Ever Prioritise The Needs Of The Customer Over Company Policies? What Are Your Thoughts On The Ethics Of Breaking Rules When It Comes To Solving A Customer’s Problems?
Possible Response 1:
I understand that rules can be changed to provide a quicker or easier solution. Despite the fact that I am new to the field, I have resolved never to compromise my ethics in order to make a quick buck. I’d rather fail a customer once than fail myself twice.
Possible Response 2:
As an experienced CSR, I am always willing to go above and beyond to assist any customers, but I am careful not to go too far. It is critical to me that I do the right thing and do not jeopardize my or my employer’s integrity.
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30. What Do You Enjoy Most About Being A CSR?
Possible Response 1:
I like that it is a people-oriented job that requires active communication and problem-solving. Dealing with issues first hand and resolving them is not only satisfying, but it also aids in the development of management skills.
Possible Response 2:
The opportunities for advancement in customer service fascinate me. I can begin as a complete novice and learn on the job. Second, as my experience with the company grows, I can anticipate becoming a more valuable asset.
31. What Is Your Least Favourite Aspect Of Working In Customer Service?
Customer service can be stressful and frustrating because of the high volume of calls, difficult customers, long hours, or repetitive work. Aside from these, I am concerned about the current threat of outsourcing and automation to the customer service industry.
32. In Five Years, Where Do You See Yourself?
Possible Response 1:
As I advance in the company, I would like to take on more roles and responsibilities. I’d like to look into opportunities within the company and possibly move into sales in the future.
Possible Response 2:
My first priority is to gain experience and advance to positions of leadership within the department. Later on, if I can demonstrate my abilities, I hope to be in serious managerial positions.
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33. Do You Have Any Questions For Me?
You can ask questions like:
1. What qualities do you seek in a customer service representative for your team?
2. What kind of training do you give your customer service representatives?
3. Are your customer service tools and systems up to date?
4. How does the company ensure that each CSR’s workload remains manageable?
5. What kind of daily schedule do you expect your CSRs to adhere to?
6. How common would working long hours or nights be for me?
Suggestions For Preparation of Customer Service Interview
Here are some ideas to help you prepare for your interview.
1. Become Acquainted With the Company
Learn everything you can about the organisation you want to join. Conduct research on the company’s products and services, as well as the functions and performance of its customer service department. This will give you a good idea of what to expect and what your interviewer may be looking for from you.
2. Review the Fundamentals
There are numerous terms and concepts associated with customer service. The same could be said for any technical areas in which you are expected to specialise. Instead of memorising words, try remembering such terminology in your own words.
3. Speak From Personal Experience
Using examples from your daily life and previous jobs can always improve your answers. It demonstrates to the interviewers that you enjoy interacting with people and learning from those interactions, which is a necessary trait for CSRs.
4. Keep Your Objectivity
Because customer service involves a lot of one-on-one interactions, objectivity and a certain distance from any personal remarks or offences are essential. Take care not to say anything negative about anyone while answering questions, especially former customers or colleagues.
5. Be Courteous and Articulate
For your interviewers, how you speak and act can be a reflection of how you will perform as a customer service representative. To reassure your interviewers that their customers will receive the same from you, keep your speech clear and your behaviour professional.
