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Amazon Virtual Customer Service Associate
Interview Questions

30 Questions and Answers by
| Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.

Question 1 of 30

Virtual Customer Service Associates must have the ability to empathize with customers and prioritize their needs. What does it mean to empathize with a customer?

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Virtual Customer Service Associate Interview Questions

  1. 1.

    Virtual Customer Service Associates must have the ability to empathize with customers and prioritize their needs. What does it mean to empathize with a customer?

      Amazon emphasizes customer service driven by empathy. To deliver this type of service, you will need to have excellent interpersonal skills. Empathy is when we have the ability to sense the feelings and needs of others, placing ourselves in their shoes. Empathy should not be confused with sympathy. Sympathy, simply put, is to feel sorry for someone. The line between empathy to sympathy is generally best left uncrossed when working in a customer-service-based position. Show the interviewer that you understand what it means to empathize with your customer and express how you plan to be an empathetic customer service professional.

      Rachelle's Answer

      "To empathize with a customer means that I take the time to connect with the customer and understand their needs and emotions around their problem or situation. To show empathy, I affirm the customer's feelings and let them know that I understand their frustration. From there, I move into action and repair their issue for them, which takes me away from an empathetic state and into problem-solving mode. I appreciate that Amazon leads with empathetic customer service since it allows for a stronger, longer-lasting, more genuine customer relationship."

  2. 2.

    Amazon performs rounds of computerized testing on grammar, psychometric analysis, and voice modulation. Are you comfortable moving forward with these automated virtual tests?

      Amazon performs automated virtual candidate testing that includes assessments on reading aloud, repeating sentences orally, answering critical thinking questions, sentence building in typing form, story retellings, answering open questions, and more.

      The test is timed and recorded, so it's normal to feel nervous or under pressure during this stage of Amazon's interview process. The interviewer wants to know if you are prepared for this stage of the interview and confident in your ability to pass this test skills-wise and pressure-wise. If you want to prepare yourself for this stage of the interview process, previous candidates have published YouTube videos showing the process that they went through. Your answer can be brief; however, be sure to exude confidence and enthusiasm for this part of the interview process.

      Rachelle's Answer

      "Yes, I am confident in my abilities and am sure that I will pass your requirements for language comprehension. I am strong in grammar, speaking clearly, and typing at an appropriate speed for this virtual role. I look forward to this stage of the interview process!"

  3. 3.

    Amazon Virtual Customer Service Associates are required to have strong typing skills. Do you know your typing accuracy, speed, or words per minute?

      Since this customer service job is performed virtually, you should have good typing skills. Fast and accurate typing skills will allow you to be more productive, help your customers faster, and come across as highly professional. If you can, take an online typing assessment before your interview. There are a variety of resources available, such a Typing.com or TypingTest.com. A typing test assesses your typing speed and accuracy by giving you real text to type within a certain timeframe. The most important measurements include:

      - Words per minute (WPM)
      - Number of errors
      - Adjusted words-per-minute

      Typically speaking, 60 words per minute is a fair standard for jobs that require employees to type at a normal rate. Talk to the interviewer about your comfort level with typing and assure them that you are equipped to perform this Virtual Customer Service Associate position with speed and accuracy.

      Rachelle's Answer

      "I took a typing class in high school, which was very helpful as I learned the basics of normal text typing and data-entry style typing. My typing speed seems to be faster than many of my peers, so I took an online typing test last week out of curiosity. My score showed 76 words-per-minute, which I am quite proud of! I certainly believe my typing skills will help me to be more efficient and accurate in this virtual position."

  4. 4.

    What are your greatest strengths, and how will they contribute to your success as a Virtual Customer Service Associate with Amazon?

      It is common for an interviewer to ask about your greatest strengths. The interviewer wants to know, specifically, what will make you good at this job. To answer this question with meaning, it's important to review the job posting in detail. Discover the core purpose of the position and what challenges or needs you would be filling if Amazon hired you.

      Focus on the strengths that will ensure your success in this job. Try picking up to 3 related strengths to ensure that your answer is full and compelling. Avoid cliche and common responses such as 'I am an excellent communicator,' or 'I am a hard worker.' Instead, show the interviewer how you stand out from other candidates.

      Rachelle's Answer

      "My greatest strengths are in my perceptiveness and ability to be observant of the needs of others. These strengths are part of what makes me an excellent performer in a customer-service-focused role. I am perceptive and work to get a strong feel for what customers expect from me based on their communication and how they express their needs. When it comes to being observant, I know how to actively listen and read between the lines of the information given to me. These strengths allow me to be intuitive and deliver the best customer service standards. I understand from the job description that you seek a Virtual Customer Service Associate who brings a heartfelt and empathetic approach to customer engagement. These strengths that I mention align very well with this need."

  5. 5.

    Virtual Customer Service Associates require a desktop or laptop computer system, familiarity with Windows 7, Microsoft Outlook, and Internet Explorer. Do you have the tech, tools, and knowledge needed to succeed in this role?

      When taking on a virtual role with Amazon, it is your responsibility to ensure that you have the tools you need to perform the job successfully. For a Virtual Customer Service Associate, this means having a working computer, the right programs, and a reliable internet connection. You can keep your answer straightforward by expressing that you are prepared with everything that you need for this position. Give the interviewer a detailed list of the tools you have and your level of competency in the programs and systems mentioned.

      Rachelle's Answer

      "Yes, I am prepared with a relatively new laptop and a strong internet connection. My laptop has the latest Windows program as well as the entire Microsoft Office Suite installed. I use Internet Explorer and Chrome. My technical skills are strong, and I am confident in my ability to learn any other systems and programs required to succeed in this Virtual Customer Service Associate position."

  6. 6.

    You must have good comprehension and composition skills to succeed in this role. Are you confident that you can meet these requirements?

      According to Amazon's job postings, to have good comprehension skills means that you can clearly understand customer issues and address them appropriately. Possessing good composition skills means you can compose grammatically correct, concise, and accurate written responses. The interviewer needs assurance that you can meet these requirements since they will be a significant part of your role as a Virtual Customer Service Associate.

      To give the interviewer an idea of your comprehension and composition skills, consider ranking your abilities from 1-10 or from beginner to expert level. If you have an example of your comprehension and composition skills in action, this question also presents a great opportunity to give a story-based example of your abilities.

      Amazon will likely include an automated computerized test to assess various comprehension and composition skills. If you are aware of this stage of the interviewer process, it's a nice touch to mention that you are ready and prepared to take this online skills test.

      Rachelle's Answer

      "Yes, I am confident that I can meet Amazon's requirements for language comprehension and composition. When it comes to understanding customer issues and addressing them correctly, I am sure to listen carefully to their words and repeat what I hear to ensure that I understand their needs. Then, I can present the best possible solutions. My composition skills are excellent, and I would rank myself an 8 out of 10 for grammar and accurate written responses. I understand that Amazon conducts a comprehension skills test as part of the interview process, and I am more than ready and willing to participate. I am sure you will be very pleased with my test results."

  7. 7.

    Amazon Virtual Customer Service Associates must be adept in conflict resolution, negotiation, and de-escalation skills. Talk about your dispute resolution abilities.

      Amazon expects that as a Virtual Customer Service Associate, you will demonstrate an ability to resolve challenging customer issues, only escalating them to your management team when necessary. The interviewer wants to see that you can approach problems logically and rationally while maintaining composure in highly escalated situations.

      To give the interviewer an in-depth idea of your dispute resolution abilities, consider telling a story based on a real-life example. If you have work experience, this example can come from your current or previous positions. If you are new to your career, consider drawing an example from your education, volunteer work, or team sports.

      Your story must be clear, engaging, and easy for the interviewer to follow. To achieve this, consider using the STAR method to form your response. STAR is an acronym for Situation, Task, Action, Result.

      - Situation: Set the stage with the background information the interviewer needs to make sense of your story.
      - Task: Give the interviewer an idea of your role and responsibilities in this specific story.
      - Action: Offer a detailed description of the action steps you took to help the situation.
      - Result: Talk about the specific achievements and outcomes that resulted from your actions.

      Rachelle's Answer

      "When there is conflict, I will address the issue right away to avoid the conflict from escalating. I must listen to the problem and hear the person out entirely before trying to approach a solution. I believe in allowing people to have their say, and then we work together to create a solution that will serve everyone. (Situation) For instance, last week, an irate customer called me regarding a glitch in our software product. (Task) I am accountable for the satisfaction of all customers on my account list, and I am trained to perform basic tech support. This accountability means that I only escalate the situation to tech support after running through multiple troubleshooting activities. (Action) I listened to the customer and kindly reminded them that I was there to help them until they were 100% satisfied. I asked numerous questions to understand the problem fully and made suggestions to fix the concern only when I understood the core issue. (Result) With this approach, I was able to de-escalate the customer's anger very quickly. In the end, they were relieved and grateful that I took the time to listen and troubleshoot the issue. I believe that most customer complaints come to a resolution through a gentle and collaborative approach."

  8. 8.

    Virtual Customer Service Associates must navigate customer accounts, perform research, review policies, and communicate effective solutions while conversing with customers. Do you have the ability to navigate multiple tasks under pressure?

      The role of a Virtual Customer Service Associate requires exceptional problem-solving, decision-making, time-management, and prioritization skills. The interviewer wants assurance that you have the ability to quickly and effectively prioritize your work to meet the needs of Amazon and its customers.

      Perhaps you list your daily tasks and prioritize them before the workday begins. Maybe you start your day by completing the simpler tasks you can finish quickly, leaving more room in your schedule for deep concentration and more challenging work. Whatever your approach, show the interviewer that you will not become overwhelmed with a steady workload that requires consistent multi-tasking. Share details of how you react when you are expected to perform well in a high-pressure environment.

      Rachelle's Answer

      "I certainly have the ability to navigate multiple tasks under pressure. My most recent job was with a busy retail chain. Regular weekdays were high-volume, and when holidays came around, it was incredibly fast-paced. At times, the environment could feel stressful, but I also found energy and motivation from the intense pace. I would often be helping more than one customer at a time. On top of this, it was a commission-driven environment. Hence, I needed to actively listen to my customers, make smart product recommendations, and answer their questions fully. This approach helped my customers to feel comfortable with their purchases. I performed quite well in this environment and was often one of the top 3 sales assistants in our store, out of more than 30. I am confident that I will excel in this role with Amazon, where tasks move fast, and the expectations are high."

  9. 9.

    Amazon Virtual Customer Service Associates strive to solve customers' problems the first time so that they can enjoy an effortless experience. What would you do if you were unable to solve a customer's problem right away?

      Amazon is a customer-centric company that puts a great deal of effort into the joy and satisfaction of its customers. This means reducing customer-service response time and being efficient with problem-solving efforts. The interviewer wants to know which steps you will take to ensure that Amazon's customers are communicated within a timely manner that makes them feel valued.

      Perhaps you would ask a coworker who is more experienced than you for help. Maybe you would take time to explore resolution options while assuring the customer that you are proactive in finding a solution for them. Whatever your approach, show the interviewer that you are hyper-aware that customers expect instant communication and timely issue resolution.

      Rachelle's Answer

      "If I were not able to solve a customer's problem right away, I would be honest with the customer and let them know that their issue required me to perform deeper research. To respect their time, I would offer a firm call-back deadline with a solution. This approach would ensure the customer didn't need to spend more time than necessary on hold with me. To make the customer feel even more comfortable, I would give them the option to reach me by email and phone. This would prevent the customer from wondering if I was only dropping their issue because it was too challenging. Next, I would reach out to a more experienced colleague or member of my leadership team and ask for advice on how to handle the situation. After resolving the customer's issue, I would create a document that outlined the actions I took. This way, if the situation occurred again with another customer, I would have the answer in my database and could solve their problem the first time. The more I become aware of my role and Amazon procedures and policies, the faster I will become with issue resolution tasks."

  10. 10.

    Let's say that you have a customer who you find challenging to understand due to a language barrier. How would you help the person despite this roadblock?

      It's challenging to work in customer service, where you must complete large volumes of work and meet high expectations. In addition to these accountabilities, it can be more difficult to communicate with others via phone or email when language barriers are present. Here are a few ways that you can overcome a language barrier:

      - Speak in simple and easy-to-understand terms without being condescending.
      - Use visuals when communicating by email.
      - Repeat the essential parts of the conversation back to the customer.
      - Remain patient and respectful at all times.

      Show the interviewer that you can remain professional and patient, even when a situation may not be as simple or easy to get through as you would like. Assure the interviewer that you will represent Amazon in a positive light at all times, no matter the roadblock you face.

      Rachelle's Answer

      "I have taken thousands of phone calls in my administration career and have spoken to many people whose native language is not my own. There are many approaches I can take that ensure a full understanding while maintaining ultimate patience and respect for the other person. First, I slow the conversation down. When a language barrier is present, it's sometimes easier to read an email versus hold a verbal conversation. So, if possible, I will follow up the phone call with an email to ensure clarity and mutual agreement. If I am conversing with a customer who is exceptionally challenging to understand, I will ask them their first language and then gain their permission to transfer them to another agent who speaks their first language fluently. This is a good time to mention that I am fluent in English and Spanish, a skill that will allow me to serve a large range of Amazon customers. It's important to me that our customers' needs are met, and I will always put in the extra effort to ensure this happens."

  11. 11.

    Why do you want to work for Amazon as a Virtual Customer Service Associate?

      Common interview questions like this one often result in cliche interview answers. If you want to stand out from other candidates, take the time to create unique responses that will capture your interviewer's attention. One example of a cliche response is, 'I want to work here because this is my dream job.' The problem with a response like this is, although it's enthusiastic, it's also vague. Also, an answer like this focuses only on you and fails to show your genuine interest in working for Amazon.

      While your passion and excitement for the job are essential, it's always good to have some solid facts ready about why you want this specific opportunity. Amazon receives thousands of job applications a day. If you are lucky enough to land an interview, show an effort by researching the opportunity and building a clear understanding of why hiring you is a mutually beneficial decision.

      Rachelle's Answer

      "I want to work for Amazon for many reasons; however, the most personal and compelling are my love for virtual customer service and the fact that I admire the company's approach to being 'customer-obsessed.' I have spent time researching and getting to know Amazon and its unique culture. During my research, I read an article where Jeff Bezos was quoted to say that he sees customers as guests to a party and Amazon is the host. I really liked this analogy because it's more than just a saying. Amazon truly makes it comfortable and fun to shop online, and I look forward to being a part of that. This partnership would be mutually beneficial in the sense that I already have two years of experience as a virtual assistant where I actively problem-solve and succeed in an ambiguous environment every day. Should you choose to hire me, I will contribute to Amazon's customer-centric approach by being friendly, empathetic, and actively listening to our customers. I will be independent, trustworthy, and will react appropriately to problems by presenting solutions that make the customer feel like a valued guest of Amazon."

  12. 12.

    Virtual Customer Service Associates play a critical part in Amazon's mission to deliver timely, accurate, and professional customer service. How will you contribute to this mission?

      The interviewer wants to know how your skills and characteristics will be a good fit for Amazon and its mission to be 'Earth's most customer-centric company.' Take some time to think about the qualifications you possess that provide evidence of your ability to contribute to this mission.

      When you respond, consider including a mix of hard skills and soft skills. Hard skills are the specific knowledge you have gained through training and education. Soft skills are the traits you possess, such as emotional intelligence and empathy. Think about how your education and career achievements, previous job training, linguistics, or your volunteer efforts will be of value in this role.

      Rachelle's Answer

      "I appreciate that Amazon is on a mission to be Earth's most customer-centric company. To achieve this, delivering timely, accurate, and professional customer service is a must. I will contribute to this mission by always putting the customer first. I will commit to being an avid problem-solver and an active listener. My goal as a Virtual Customer Service Associate is for every customer to feel listened to and valued. I recently completed online virtual assistant training, which taught me a lot about time management, task efficiency, active listening, and problem-solving. I can greatly contribute to Amazon's mission by being efficient, prepared, organized, and kind."

  13. 13.

    What do you know about the workplace culture at Amazon, and how is our approach a fit for you?

      The interviewer would like to know that you have researched Amazon's culture before attending your interview. Company culture and fit is a critical factor when considering a new job. Assure the interviewer that you have put thought, research, and consideration into how Amazon's workplace culture will be a fit for you.

      Amazon describes its workplace like this: 'The customer is at the heart of everything we do. Amazon is a place where smart, passionate people obsess over customers and innovate on their behalf. Amazon has created more U.S. jobs in the last decade than any other company. These are jobs that pay at least $15 per hour, more than double the federal minimum wage. We also invest in employees' success. Amazon will spend over $700 million to provide free skills training to employees--helping them further their careers in tech and in-demand roles such as cloud computing.'

      Some of the categories that Amazon focuses on to ensure the best work experience include:

      - Competitive pay
      - Comprehensive employee benefits
      - Diversity, equity, and inclusion programs
      - Employee growth and opportunities
      - Free skills training

      Show the interviewer that you have researched the workplace and culture of the company and show enthusiasm by pointing out what excites you the most about working for Amazon.

      Rachelle's Answer

      "I have researched Amazon through its social media channels, employee reviews online, the company's career website, and a few other sources like blogs and forums. Amazon employees have many great things to say about being an 'Amazonian.' Some common themes I hear are that the pay is competitive. There are endless opportunities for skills growth, which is very exciting. Overall it seems that Amazon has fun while focusing on customer happiness and industry innovation. I am excited to join Amazon because the organization's upbeat, mindful, and inclusive culture is unique and welcoming."

  14. 14.

    Please introduce yourself to us.

      This question is another way for the interviewer to ask the common interview question, 'Tell us about yourself.' This interview question can turn any well-prepared candidate into a ball of nerves, primarily because it's open-ended. It's hard to know where to begin and where to end! Many candidates accidentally go in-depth into their personal lives. Other candidates freeze up and give an answer that is far too brief. You can overcome these potential pitfalls with the simple, easy-to-learn Past, Present, Future framework:

      - Past: Provide a brief overview of your career journey.
      - Present: Discuss your current career situation as it relates to the job opportunity.
      - Future: Talk about your career aspirations and how this future opportunity is a fit.

      When you frame your response using the Past, Present, Future method, it helps you to keep your thoughts on track, allowing you to deliver a well-organized answer with impact. If it feels more natural to you, you can also frame your answer as Present, Past, Future, as showcased in the answer example below.

      Rachelle's Answer

      "I am happy to introduce myself. My name is Maria, and I am a skilled customer service professional. (Present) Currently, I work in a virtual setting for a private functional medicine clinic coordinating patient-care services and booking appointments. This role has helped me expand my knowledge of virtual customer service while meeting unique and often urgent patient needs. (Past) Before this role, I worked as an in-house Patient Care Coordinator for over five years, taking calls and emails from patients and determining their needs before booking their appointment with one of our clinic's physicians. I have always enjoyed delivering patient care with compassion and empathy while meeting the scheduling challenges in a complex medical environment. (Future) Now, I am looking to broaden my experience and shift into the e-commerce industry while working for a global company paving the way in retail innovation. Amazon's deep commitment to customer service is another reason why I was thrilled to apply. I appreciate that Amazon focuses less on competition and more on the customer. I am confident that this role will present many exciting challenges, so I thank you for the opportunity to interview with you today."

  15. 15.

    Amazon requires action-oriented, flexible problem-solvers who will assist customers in expediting orders and correcting post-sales problems. Talk about a time when you took immediate action to solve a problem for someone else.

      Amazon Virtual Customer Service Associates need to be fast-thinkers who can solve customer problems and inquiries in a manner that leaves the customer feeling happy and supported. Walk the interviewer through your process when it comes to making quick decisions. Demonstrate that you are confident and able to react swiftly when an issue needs solving.

      The interviewer wants you to tell them about 'a time when,' which means they seek a story-based example from your past. To deliver an engaging story that is easy to follow, try using the STAR method. STAR is an acronym for Situation, Task, Action, Result.

      - Situation: Set the stage with the background information the interviewer needs to make sense of your story.
      - Task: Give the interviewer an idea of your role and responsibilities in this specific story.
      - Action: Offer a detailed description of the action steps you took to help the situation.
      - Result: Talk about the specific achievements and outcomes that resulted from your actions.

      If you have work experience, think of a time when you helped a customer or a co-worker by reacting quickly and thoughtfully. If you are new to your career, consider a time when you solved a problem in school, for your teammates, or in a volunteer capacity. It takes confidence to make quick decisions, and this skill will improve with experience.

      Rachelle's Answer

      "(Situation) When I was working as a Retail Floor Manager, a customer came in very upset with the quality of the product he purchased. (Task) Typically, our Store Manager handles highly disgruntled customers; however, she was not scheduled to work that day. I had not handled a dispute this heated in the past, but as the Floor Manager on schedule, it was up to me to repair the situation. (Action) I pulled the customer aside to a quiet part of the store. I lowered my voice and spoke in a calm tone in hopes that he would mirror my behavior and slow down. He calmed down and outlined his entire experience. I carefully listened and repeated the most important points back to him. Emulating my Store Manager, I asked him how I could make the situation right. I met the customer's expectations with a refund and a credit for his next visit. After the customer left, I called our Store Manager to let her know what had happened. (Result) She was pleased with how I handled the situation and praised my work in a positive review that went into my employee file. Because of that situation, I feel much more confident in my ability to problem solve under pressure and smooth over a customer dissatisfaction issue."

  16. 16.

    Do you have experience in a virtual-based customer service role?

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  17. 17.

    Tell us about a time you successfully coped under stress.

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  18. 18.

    You will communicate in real time with customers through chat, and phone. How will you respond to a customer if you don't know the answer to their question?

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  19. 19.

    Virtual Customer Service Associates work from a home-based location approved by Amazon. Is your home set up to help you deliver your best in productivity and quality?

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  20. 20.

    Amazon Virtual Customer Service Associates must be self-disciplined and organized. How do you keep yourself on track to meet demanding, fast-paced goals?

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  21. 21.

    Do you have any questions or concerns about working from a home-based location?

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  22. 22.

    Amazon Virtual Customer Service Associates operate with minimal hands-on support from management. How will you motivate yourself to remain proactive with little face-to-face supervision?

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  23. 23.

    Amazon Virtual Customer Service Associates provide 24/7 support to customers worldwide. As a result, you will be working on a rotational schedule. Should we be aware of any restrictions to your availability?

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  24. 24.

    Amazon Virtual Customer Service Associates must maintain regular and reliable attendance. Do people consider you to be a solid person they can trust?

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  25. 25.

    Virtual Customer Service Associates are creative and analytical problem solvers with a passion for excellent customer service. Tell us about a time when you determined someone's needs and helped to provide an appropriate solution.

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  26. 26.

    How fast do you respond to customer emails and web inquiries? What timeline do you feel is appropriate?

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  27. 27.

    Amazon's Virtual Customer Service Associates are empowered and expected to think like owners. What does thinking like an owner mean to you?

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  28. 28.

    Why do you believe you will succeed in our fast-paced, high-expectations environment?

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  29. 29.

    Do you have any formal customer service training?

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  30. 30.

    Have you ever received negative feedback from a customer?

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