Example: "At my last job, my peers nicknamed me "Smiley" because I try to smile as much as possible. While there is not a single right answer to these, there is definitely a general direction your answer needs to take. Use our tips for behavioral customer service interview questions and answers to analyze your own customer service skills and offer a response that will help you show off your best qualities and skills. We bartered: she helped me with client requests, and I volunteered to take her shift later when she needed an evening off.”, “I realize how important it is to show the client that every representative of our company is just as professional as the one who worked with them before me. The customer is never unreasonable or stupid, and neither are your colleagues. What they want to see is that you're capable of recognizing your errors, learning from them and performing more effectively the next time you're faced with that situation. I always tried to establish rapport, asking about their day and generally addressing them in a friendly manner. In my earlier company, I observed frequent calls about backup solutions. Your email address will not be published. Example: "**If I wasn't able to help the customer, I would ask the customer to rest comfortably while I paged the floor manager. 18) How do you prioritize tasks while scheduling your work? Example: "I love this company. Even if they raise their voice, I try to keep myself calm by taking deep breaths. Once I realized my mistake, I explained it to my supervisor. Depending on the company and the specifics of the position, they might be looking for someone who plans to stay with the company and progress through the ranks. I have a list of questions I always ask to make sure I have all the information I need to deliver a positive customer experience. The only thing I’m concerned about is that it might change the completion date of the project, and its budget.’”, Tips on How to Answer Behavioral-Based Interview Questions, You might have noticed a common theme in these, customer service behavioral interview questions and answers examples. Hiring managers might start the interview off by asking for your definition of customer service. Every customer service support representative faces the issue of irritating or abusing customers. Read on to see the top 15 common behavioral interview questions and answers customer service representatives get asked during their interviews. It’s important to pay attention to the little things.”, Example answer: “If I don’t immediately know the answer, I don’t pretend to have one. I ask what they would like to see the company do to try and rectify the situation. Example: "My process for helping customers calm down is to first really listen to what they're saying. If the company offers 24/7 customer service, I am ready to work any time of the day”. I always try to go the extra mile.”, Example answer: “Sometimes, the customer gets a new idea halfway through the project, or even near the end. Despite the bug, customer satisfaction was still high due to our proactive approach.”, “I wasn’t sure the strategy suggested by a colleague would lead to the intended results, so I did a little research and suggested some improvements to his plan. Or, you can say that “I am not 100% sure on that, but let me check with one of my senior and get back to you”. They are not meant to trick you, and you will be able to get through the interview successfully if you know how to present yourself. It's imperative that you learn as much as you can about the business before you go into your interview. 14) Think about the company that has delivered excellent customer service, and explain why you like it? Example answer: “I quoted the wrong prices to a customer, who then placed an order. Then, I would relay the situation to the manager so they had an understanding of the issue before speaking with the customer. The customer is never unreasonable or stupid, and neither are your colleagues. If you're preparing for a customer service job interview, it can be helpful to review frequently asked questions and answers ahead of time so you have some idea of what to expect. That lead to frustration and confusion. Megan Ranger is the content marketing manager at Nimble. Customer service representatives interact frequently with customers, meaning they must know how to communicate and remain positive. At my last job place, we regularly discussed the tricky customer requests and best ways to treat them. Sometimes customers might have incorrect information. I find it helps to start with forming a personal connection.”, “I use a spreadsheet where I save every relevant detail about a customer. Use descriptors for yourself that align well with the necessary skills for a customer service representative in your answer. When you provide your anecdote, make sure the problem, your action steps and your coworker's contribution are all clearly stated. Example: "I used a traditional PoS system at my last job. I have a list of questions I always ask to make sure I have all the information I need to deliver a positive customer experience. We discussed them and were able to work out an improved solution.”, “I see it as getting to the root of the problem and ensuring that it gets solved in the most efficient way. Example: "I think the skills great customer service representatives most commonly have are strong communication, positivity and problem-solving. 4) What is the difference between good and great customer service? One of my colleagues, however, had a lighter workload. They are supposed to showcase the most important skills and explore common situations. Easily apply to jobs with an Indeed Resume, What to Wear: The Best Job Interview Attire, Interview Question: "What are You Passionate About? 7) Tell us about a time when you assist any customer to resolve a specific difficult customer issue? ‘This is a cool idea! When this happens, you must handle the situation delicately. How did you handle it? In this article, we provide 15 common customer service questions with explanations and sample answers. Hiring managers know that everyone makes occasional mistakes on the job. Whenever I wasn’t sure, I confirmed that I understood what they said, then asked additional questions for clarification.”. The store’s website listed the wrong tech parameters, and they didn’t want to accept a return because she’d already activated the OS. Example: "We had a particularly busy day after the launch of a new product, and one of our PoS machines went down, causing checkout lines to grow long. I propose an idea to bundle backup solutions with core solutions. They are supposed to showcase the most important skills and explore common situations. Example: "As someone who exercises every day, finding workout clothes that are supportive and long-lasting is really important to me. Answer as per your actuals and do not fake anything. They want to see how you think about the position and the customer. Alternatively, you could also ask the customer to allow you to call them back with the relevant information. I had a customer who was very busy and often forgot the details of our conversations. I apologized, offered her a discount price for this order and the next, then processed her order again and marked it as the top priority.