Recruiting for customer service jobs falls to employers, Hiring Managers, or HR professionals. It can be time-consuming, involving preparations, brushing up on interviewing techniques, and preparing customer service interview questions and answers. However, it is crucial to prepare well for a customer service representative interview if you are to hire an effective customer service rep for your customer service team who will deliver the ideal customer service experience for your all-important customers.

To ease the hiring process and drafting of customer service interview questions and answers, we have brought all the information, tips, and know-how together in one place. From job posting to following up after customer service interviews, read on to ensure a successful outcome.

Quick Links

• How to Prepare for a Customer Services Job Interview
• Customer Services Job Interview Tips
• Customer Services Interview Techniques
• Customer Services Interview Questions to Ask
• Customer Services STAR Interview Questions
• How to Address Salary in Customer Services Interviews
• Questions Customer Services Candidates Might Ask Employers
• Customer Services Weakness Interview Questions
• How to Follow Up With Customer Services Candidates After Interviews
• Customer Services Interview FAQs

How to Prepare for a Customer Services Job Interview

Before you can prepare to interview customer services candidates, you need to attract candidates to your customer service position. You can use a free job description template and job advert template to craft job descriptions ready for job board advertising. The job description is an invaluable document, and can later be used as a basis for your job interview and customer service representative interview questions.

As an interviewer preparing for a customer services job interview, it’s crucial to comprehend the nature of the customer support agents’ role and the relevant skills it requires. You need to be well-versed with the company’s products or services, customer demographics, company values, company’s mission, and the channels used for customer interaction. This understanding will help you assess a candidate’s fit for the customer support role and their ability to meet customer needs, handle an angry customer, and offer great customer service.

In-depth knowledge about the candidate is also pivotal. Thoroughly review their CV, noting down their past customer experience, qualifications, and any other relevant details. Highlight points that need further exploration or clarification during the interview. Knowing their background will help you personalise the interview and make it more engaging.

Thirdly, establish a clear criteria of the qualities and skills you’re seeking in customer service reps. These can include problem-solving abilities, communication skills, patience, empathy, and technical abilities. Your evaluation framework should be consistent, ensuring that all support team candidates are assessed fairly and objectively.

To assist you in interviewing the best customer service candidates, you should take the time to understand what does a customer services professional do? The best route to completing this task is to review customer services job descriptions. Example customer services job descriptions, sample customer services job descriptions, or a customer services job advert provide a wealth of information on the job role of a customer services professional. This begins with a customer services job summary, followed by customer services key job responsibilities, customer services duties, and customer services tasks. The job description is finished with a customer services job spec, comprising customer services skills and customer services job qualifications.

Customer Services Job Interview Tips

Conducting a customer services job interview involves juggling various factors, from gauging their interpersonal skills to understanding their technical knowledge.

• Understand the role requirements and necessary qualifications
• Be approachable and ensure the candidate is comfortable
• Ask behavioural and situational questions
• Evaluate their communication and problem-solving skills
• Gauge their patience and empathy
• Test their ability to handle difficult customers and tough customers
• Observe their level of enthusiasm for customer service and customer success
• Assess their adaptability to different communication channels
• Check for red flags such as frequent job changes
• Always give the candidate an opportunity to ask their own questions

Customer Services Interview Techniques

Conducting an interview for a customer services role involves employing techniques that gauge the candidate’s ability to deliver an exceptional customer service experience, solve problems effectively, and maintain a positive attitude even in challenging situations with angry customers.

Behavioural interviewing is one such method. By asking candidates to provide real-life examples of situations where they had to employ their customer service skills, you can gauge their problem-solving ability, communication skills, and patience. Their answers can reveal their approach to handling difficult customers, resolving conflicts, allaying customer concerns, and going the extra mile to meet customer needs.

Another effective technique is the situational or role-play interview. Presenting the prospective customer Service rep with hypothetical customer scenarios helps you assess how they would react under certain conditions. Their responses can provide insights into their thinking process, emotional intelligence, and ability to handle pressure.

Lastly, a practical assessment can also be helpful. For roles that involve specific technical skills, such as using CRM software or other tools, a practical test can help you gauge the candidate’s competency.

Customer Services Interview Questions to Ask

Here are twenty questions you can ask during a customer service job interview:

1. Can you tell us about a time when you turned a negative customer interaction into a positive one?
2. How do you handle angry customers who are upset or frustrated?
3. How comfortable are you using CRM systems?
4. Can you describe a situation where you had to use your judgement to solve a customer issue?
5. How do you maintain your composure when dealing with difficult customers?
6. How familiar are you with our products/services?
7. How do you prioritise tasks when dealing with multiple customers at once?
8. Can you describe a time when you received negative customer feedback? How did you handle it?
9. How do you stay updated with product changes in a company?
10. Have you ever had to bend company rules to serve a customer better?
11. How comfortable are you with handling customer enquiries over the phone, email, and social media?
12. Can you describe a time when you had to work as part of a team to handle a customer issue?
13. How do you measure your success as a customer service representative?
14. What techniques do you use to handle a high volume of calls or enquiries?
15. Can you describe a time when you went above and beyond for a customer?
16. How do you deal with a customer who doesn’t speak English very well?
17. Can you tell us about a time when you made a mistake while dealing with a customer? How did you handle it and meet customer expectations?
18. How would you deal with a situation where you couldn’t provide what the customer wanted?
19. How comfortable are you upselling or cross-selling when appropriate?
20. What strategies do you use to ensure you make a good first impression on a customer?

Customer Services STAR Interview Questions

Using the STAR method in an interview helps to uncover real-life examples of how candidates have handled specific situations in the past. Here are some examples:

• Can you describe a Situation where you dealt with a particularly difficult customer, the Task you were faced with, the Action you took, and the Result of your action?
• Can you provide an example of a time when you had to deal with multiple customers at once? What was the situation, what were you tasked with, what action did you take, and what was the result?
• Describe a situation where you had to use your communication skills to improve the customer’s understanding of the situation. What was the task, your action, and the final result?

How to Address Salary in Customer Services Interviews

Addressing salary in a customer services interview requires a careful balance of honesty, understanding, and negotiation.

Begin by asking the prospective customer service rep about their salary expectations. This provides insight into how they value their skills and abilities, and whether their expectations align with your budget. Remember, it’s not just about the base salary, but also about bonuses, benefits, or any other compensatory measures the company may offer.

Secondly, ensure that you provide a transparent overview of the remuneration the company is prepared to offer. This should include not only the base salary but also information about performance bonuses, benefits, and opportunities for advancement or salary increments.

Finally, be prepared for negotiations. Salary discussions are a typical part of the interview process, and they signify that the candidate is interested in the customer service job. Nevertheless, always stay within the limits of the company’s budget and ensure the proposed salary aligns with the candidate’s experience, skills, and the average market rate.

Questions Customer Services Candidates Might Ask Employers

Applicants may have questions about the customer service roles, company’s services, company culture, or growth opportunities. Here are 20 possible questions they might ask:

1. What are the primary responsibilities of this role?
2. What does a typical day look like for a customer service representative in your company?
3. What opportunities for professional growth and personal development does the company offer?
4. How does the company handle feedback and performance reviews?
5. Can you tell me more about the team I would be working with?
6. What is the company’s philosophy on customer service?
7. How do you handle situations where customer requests conflict with company policies?
8. How does the company support the continuous learning and development of its staff?
9. What CRM systems does the company use?
10. What does the company do to ensure employee well-being and work-life balance?
11. Can you describe the company culture?
12. How is success measured in this role?
13. What’s the toughest part of this job?
14. How does the company handle conflict resolution?
15. What is the company’s customer satisfaction rating, and how do you work to improve it?
16. Can you describe the onboarding process for new hires?
17. How has the company adapted its customer service approach during the COVID-19 pandemic?
18. What challenges is the company currently facing in customer service?
19. What are the next steps in the interview process?
20. Can you share more about the company’s plans for growth?

Customer Services Weakness Interview Questions

Spotting potential weaknesses in a customer service candidate can be challenging, but certain questions for customer service roles can help uncover areas of concern. Here are some possible customer service interview questions to uncover weaknesses:

• Can you share an instance where you couldn’t solve a customer’s problem? What did you do?
• How do you handle a situation where you are unable to meet a customer’s expectations?
• Describe a time when you had to handle a customer who received poor customer service, was irate, or extremely difficult.
• How do you react when you can’t understand a customer due to language barriers or unclear communication?
• Can you describe a time when you received negative feedback about your customer service?
• Tell me about a time when you felt overwhelmed with your workload. How did you handle it?
• How do you deal with repetitive tasks or questions from customers?
• What do you find most challenging in a customer service role?
• Have you ever made a mistake while dealing with a customer? What happened, and how did you handle it?
• Describe a situation when you had to interact with a difficult colleague. How did you handle it?
• Can you define customer service/define good customer service?

How to Follow Up With Customer Services Candidates After Interviews

Following up with candidates after an interview and round of customer service interview questions is not just a courtesy but also an essential part of employer branding. Start by thanking them for their time and interest in the job. This can be done via a phone call, email, or letter, depending on the company’s practice.

Provide a timeline for when they can expect to hear back about the decision. This helps manage the candidate’s expectations and demonstrates respect for their time. If possible, provide specific dates for when they will be contacted next.

Lastly, if the candidate was not selected for the role, consider providing constructive feedback. This can help them improve for future opportunities and leaves a positive impression of your company. However, ensure any feedback given is clear, specific, and respectful. Remember, today’s rejected candidates could be tomorrow’s star hires, and they can also influence your company’s reputation through word of mouth.

Customer Services Interview FAQs

Next, we answer the frequently asked questions of Hiring Managers, employers, and customer service role candidates on customer service interview questions and answers:

WHAT IS A GOOD EXAMPLE OF CUSTOMER SERVICE INTERVIEW QUESTION?

A good example of customer service interview questions could be: “Can you describe a time when you went above and beyond to ensure a customer had a positive experience? What was the situation, and what steps did you take to exceed the customer’s expectations?”

WHAT SHOULD I SAY IN A CUSTOMER SERVICE INTERVIEW?

In a customer service interview, it’s important to highlight your skills and experiences that demonstrate your ability to handle various customer interactions effectively. Speak about your ability to resolve conflicts, communicate effectively, and empathise with customers. You could say something like: “In my previous role, I frequently encountered customers who were frustrated or unhappy. I made it a point to listen carefully to their concerns, empathise with their situation, and work diligently to resolve their issues. This often meant going the extra mile, but I believe it’s crucial in providing excellent customer service.”

WHAT QUALITIES MAKE YOU A GOOD CANDIDATE FOR CUSTOMER SERVICE?

Qualities that make you a good candidate for customer service include strong communication skills, empathy, patience, problem-solving ability, and a positive attitude. It’s also important to be able to handle pressure well and remain calm and courteous, even in challenging situations. These qualities help in building trust, resolving issues effectively, and ensuring customer satisfaction.

WHAT IS A GOOD CUSTOMER SERVICE INTERVIEW QUESTION?

A good customer service interview question could also be: “Tell me about a time when you had to handle a difficult customer. How did you manage the situation, and what was the outcome?”

WHAT DO EMPLOYERS LOOK FOR IN GOOD CUSTOMER SERVICE REPRESENTATIVES IN 2023?

In 2023, employers look for customer service representatives who can not only deliver excellent service but also adapt to the increasing use of technology in customer interactions. They value representatives who are adept at using various communication platforms, like live chat and social media, along with traditional channels like phone and email. Moreover, they appreciate individuals who can use customer relationship management (CRM) systems effectively. Other essential qualities include emotional intelligence, problem-solving skills, and the ability to personalise the customer experience.