12+ Customer Service Interview Questions & Sample Answers 
A customer service representative is a professional who takes phone calls, emails, support tickets, and support requests on behalf of the customer. They decide the best path forward for helping the customer deal with their support issues. A customer service representative can be a remote professional, handling service requests over the phone. Or they can be found within a retail store setting helping to assist customers who are in person.
A job applicant's answer or candidate's answer should show experience in the customer service role either as a customer service agent, customer service rep, customer support representative, or other. Job applicants should expect an initial phone interview to then to be followed by an in-person interview or video interview as part of the interview process.
Customer Service Interview Questions and Answers
Below are customer service interview questions that a hiring manager might ask in an interview. Each interview question contains a sample answer for your guidance.
What do you consider to be good customer service?
Answer: Good customer service fills gaps between what the customer wants and what our product or service cannot provide. It is when a customer feels both satisfied and willing to continue working with us as they feel taken care of, assessed, and addressed. Simply put, they feel important.
What do you consider to be great customer service?
Answer: Great customer service is when the customer feels a strong loyalty after their interaction with you. It’s more than simply showing the customer they are worthy but making them feel customized and tailored to.
How would you work with the customer service manager?
Answer: It’s important to coordinate efforts with the service manager. From ensuring that support requests are being answered on time to ensuring that they are being answered according to brand standards. If new questions are asked, this feedback should be given to the manager to help decide a better script for the future.
What ways have you provided customer support in the past?
Answer: I’ve provided both virtual customer support and floor customer support. Each one required a different set of soft skills to ensure customers were satisfied.
How would you deal with an angry customer or unhappy customer?
Answer: It’s never easy to deal with a difficult customer. It’s important to reverse the scenario quickly and determine what is upsetting the customer, then figure out how to quickly resolve that. Then work your way through what the core issue is with the customer. This can be difficult when it comes to long wait times. But can be addressed through rewards or compensation.
Job Seeker Tip: It can be more helpful to turn this question into a short 90-second story, describing what you experienced in the past with a difficult customer and how you handled it. It can sometimes be better to tell a story versus repeating a good answer the interviewer may have heard before.
What is one customer service skill that is unique to you?
Answer: The ability to be empathetic to each situation and to the customer. Knowing how a situation could make them feel and how that feeling is very important.
How do you ensure customer satisfaction?
Answer: Firstly, by simply checking with the customer to ensure that they are satisfied.
What does customer care mean to you?
Answer: Customer care means the ability to represent our brand standards and ensure the customer is clear on how that impacts their service, product, or our communication together.
Why are communication skills important in the customer service representative role?
Answer: Communication is everything when it comes to customer service. The main part of customer service communication that is more critical is empathy and the ability to fill gaps (through deductive reasoning) when the customer isn’t able to be clear.
Behavioral Question: Tell me about an experience you had with a customer where you were unable to service the customer’s needs and it turned into a difficult situation.
Tip: When the interviewer asks a “tell me about a time” interview question, it is a behavioral interview question. These questions are intended to test your soft skills and general competency for the role. It can give the interviewer an opportunity to predict the future “on the job” performance. There may be a larger amount of behavioral interview questions asked for the customer service job interview since it shows your previous experience and ability to navigate tough situations. Behavioral interview questions are sometimes referred to as situational interview questions.
Answer: It was during closing time at Best Buy and we had a customer come in with a large return. But our return department was closed. This caused the customer pain because he needed to return the product that day before he left for vacation. We couldn’t really handle the return without the credit card on file, so we couldn’t have the customer leave their details for the following day. The customer became angry that the returns department left “early”. We decided to help him file the return online and then the next day completed the return, which solved the situation.
How do you collect customer feedback?
Answer: At the end of each interaction, we should be asking the customer what their service was like with me/us. Recording this and sending it along to our customer service manager. It’s important to always be improving the customer service position and gaining insight into what our customers are expecting for the next time we speak with them.
How do you manage the customer expectations of customer service?
Answer: It’s important to tell the customer what I can and cannot help with. Certain situations and requests are not suitable for customer service. Managing those expectations upfront can mitigate complicated scenarios where the customer feels as though they can’t be taken care of.
Related Hiring Resources3 Answers To “What Does Customer Service Mean To You”
6+ Best Customer Service Representative Interview Questions
Customer Service Job Description Sample
Customer Service Manager Job Description Sample
Customer Service Resume Objectives (15 Examples)
Customer Service Associate Job Description
Customer Service Manager Cover Letter Sample
Bilingual Customer Service Representative Cover Letter Sample
Phone interviews have become a core part of the process when attempting to find a secured placement for an open position. Companies receive massive responses from potential candidates for any..
Concerning a job search, you might receive numerous offers from your recruiters. Before you choose one, you need to assess all the conditions, for which it is vital that you know everything associated with the offered position..
Answering this question during a job interview requires more than knowing why you are unique as an individual. Yes, the true scientific answer is made up of two main components: your..
So, you have been in search of a job for a considerable time but are yet to be selected for one. If that's the case, don’t worry anymore because we have got you covered..
Open-ended questions like “What motivates you?” can elicit a deer-in-the-headlights reaction from job candidates if they are unprepared. It’s a broad question and can leave the interviewer..
A lot of interviewers ask this question - how did you hear about this position? This way they can judge you if you are a passive or an active job seeker..
Writing a thank you note after an interview says a lot about you as a potential employee. Most notably, it says that you care about the opportunities presented..
Writing the perfect letter of resignation is more of an art than it is a science. And we’re going to cover how to master that art form in this full guide..
Knowing how to end a business note or email is an important skill to develop. It helps portray a sense of confidence, respect and tone to your message..