When you are preparing to be interviewed for a job in customer service, expect to face different types of open-ended questions that will help a company get a feel for how you will react to situations in the customer service field. Any employer will want to get more insight about your skills, attitude and personality.
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Experience Questions
When you have previous customer service experience, be prepared to face questions that ask for examples of how you worked. The employer likely will ask questions that seek insight into how you handle customer interactions and bad situations. For example:
At your previous customer service position, what was the most difficult aspect?
At your previous customer service position, can you remember a certain moment you helped a customer in a memorable way?
At your previous customer service position, what was your least proud moment or a time when you made a mistake helping a customer?
Putting Applicants on the Spot
A way an employer gets less-rehearsed responses from applicants is to ask questions that will necessitate on-the-spot answers. These will ensure that applicants are being truthful and will give employers insights into how the applicants will handle the stress of a customer service job. For example:
When dealing with an irate customer, how do you resolve the situation so that the customer leaves with a positive attitude about the organization?
If a customer has a demand that you cannot meet, how do you go about assisting her so she leaves with a positive attitude about the organization?
When a customer is just browsing, how do you go about assisting him without making him feel bothered?
Trustworthy and Lawful
When vetting a candidate, an employer may go with some basic questions to ensure the applicant is trustworthy and law-abiding. Both your spoken answers and body language will give the interviewer insight on your ability to follow company guidelines while performing customer service. Some examples:
If you were to see a fellow associate steal property, what steps would you take?
If a customer tries to offer you compensation when it is prohibited to do so, what would you tell that customer?
When is it OK to tell the customer that you cannot assist her?
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