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Customer Service Interview Questions

25 Customer Service Interview Questions
Question 1 of 25
If you could not make a customer happy, what would you do?
How to Answer
It is essential that you can turn most customers around; however, this will not be the case 100% of the time. The interviewer would like to see that you have the sense to offer a solution while keeping the company's best interest in mind at the same time. Discuss what you would do to make sure a customer was taken care of while keeping in mind that, at times, situations need escalating to upper management. Also, there may be times when customer satisfaction cannot be achieved. Talk about how you come to terms with that.

Answer Example
"If I could not make a customer happy I would escalate the situation to my manager, or another coworker who was perhaps better with customer dispute resolution. I understand that you cannot make everyone happy at all times, but I will certainly try my best."
Admin Example
"On occasion, I will have a customer comment that I am just the 'receptionist.' This type of comment gives me the impression that, even though I have a thorough knowledge of the company, they feel I am not high up enough to give them what they need. At these times, I will move the complaint up to my management team and allow them to handle the client. Not everyone is willing to listen to what I have to say, and that is okay with me, so long as I know that I tried my best."
Manager Example
"If I could not make a customer happy, I would ask them what it is they needed to be happy. Sometimes asking a question that bluntly will force a reply that can then turn into a solution. A company will not make every single person happy, but it's always good to know that we did everything we could to attempt a resolution."
Marketing Example
"When it comes to creative types of roles I believe that there will always be clients who are unable to jump on board with your full vision. My current company spends a fixed amount of resources onboarding clients who appreciate our style but, from time to time, the odd client who is not a fit will squeak through. If a client does not like our marketing direction at all, we will refer them to a competitor. That is part of our guarantee and of course, we rarely ever need to do that."
Retail Example
"You win some; you lose some and one of the first things I learned while training in retail was that you would have an upset customer at times, no matter how hard you try. In these instances, I will ask my manager to step in and help. Usually, a fresh face with fresh ideas will be enough to help a customer to ease up a bit."
Sales Example
"I am passionate when it comes to making sure my client accounts are happy. A healthy and positive collaboration is an essential part of sales. If, no matter how hard I try, I am unable to make a client happy I will refer them to another account manager with a different personality or sales style."
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Question 2 of 25
How do you deal with customer rejection?
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How to Answer
Being rejected by a customer can be hurtful and frustrating. The interviewer wants to know that you have the maturity, professionalism, and confidence to be able to withstand someone saying 'no' to you. Explain that you realize not everyone will be super friendly, warm, and buy from you right away. And that is okay! Display your maturity level and ability to let situations like this go, rather than dwell.

Answer Example
"I know not to take it personally when a person doesn't want my product or service. There are many reasons why they could be saying no. Maybe the item is out of their price range, or maybe they are having a bad day and don't feel like interacting. Onto the next opportunity, I say!"
Admin Example
"I expect that not everyone I speak with is going to want to give me their time, or fully hear what I have to say. People are busy, and they will say no, or 'I don't have the time for this,' more often than not."
Manager Example
"No matter the situation, or how the customer rejection makes me feel, I vow to remain professional. I need to be a solid example for my team and show them that a good attitude will get you everywhere. I move on quickly from rejection and train my group to do the same."
Marketing Example
"I am an inherently curious individual so, when a customer rejects my offering, I always ask why. I want to know if there was something I did that made them dislike the product or service. By gaining feedback from each rejection, I can build a better approach."
Retail Example
"When a customer rejects me, it's frustrating, especially when I am trying to hit a sales quota and am feeling the pressure. To offset this, I will always focus on the positive. Perhaps the customer will return, or maybe the next person to walk into the store will purchase double the amount of product from me. I like to believe that it will all work out in the end."
Sales Example
"One trick I learned early on in my sales career is to send a proposal, either way. Perhaps my competition gained the clients' business, but you never know if that partnership will go sideways. I want to be top of mind if that happens. So, I never take the first-time rejection as a final answer."
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Question 3 of 25
How would you sell a product that you did not believe in?
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How to Answer
The interviewer would like to know if you are capable of selling a product that you do not stand behind. It's crucial when answering this question that you express your interest in what this company has to offer. Let them know that you applied to this role because you DO believe in what they have to offer. Express that you would not be sending job applications to positions where you did not stand behind the product or service offering.

Answer Example
"I am very choosy regarding the companies and roles to which I apply. For that reason, I would have to say, that I would not sell a product that I do not believe in."
Admin Example
"Integrity is everything to me. I could not sell a product or service to a trusting customer unless I knew it would benefit their life in some way."
Manager Example
"One of the reasons why I chose to apply to your organization is because I have used your products for years, and stand behind them 100%. I would not sell something that I did not believe in."
Marketing Example
"There is always something positive in every product or service offering. Part of my job as a marketer is to uncover those features and draw attention to them. With that said, I do not take on clients with a primarily bad product or service because I feel it is my responsibility to draw attention to the things that the public will truly want and need. I like that your company runs by the same philosophy which is one of the reasons why I applied to work for you."
Retail Example
"I have worked for a couple of stores where their clothing quality was low. It was hard to sell these items to customers because I knew they would come in with returns, complaints, or be disappointed in how they spent their money. I tried to focus on the products that I knew were more durable, when selling, but to be honest, it didn't make me happy to do so. This experience is why I am seeking a role with a company I can stand behind."
Sales Example
"A significant part of being a successful salesperson is to sell your clients only on items that they need, and that you know will benefit them. I have only worked for companies that I can stand behind. This level of integrity drives everything that I do. I look forward to joining your organization and never having that dilemma because I admire everything your company puts out to its customers."
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Question 4 of 25
How do you feel about promoting a product, or upselling, during a customer service based interaction?
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How to Answer
Customer service does not always mean sales. The interviewer wants to know that you would be comfortable taking a customer inquiry and turning it into a sales opportunity. If you have a specific example of a time when you made this happen, this is an excellent addition to your reply. Be sure to mention any training that you have in sales, upselling, or a similar skill.

Answer Example
"I have a few years of experience selling in a telemarketing environment where upselling was very important. I am fully comfortable putting in some extra time to turn a customer inquiry into a new sale."
Admin Example
"I have not received any sales training, but with a little bit of help, I think that is a task I would enjoy. I am great with building customer relationships."
Manager Example
"I believe that each customer service interaction should be considered an opportunity to upsell or turn an existing customer into a larger one. I am very comfortable doing so when I can stand behind the product that I represent."
Marketing Example
"I will upsell a client any time that it makes sense. It's important to me that my client trust my recommendations so, for that reason, if they upsell opportunity is relevant, I will certainly take it."
Retail Example
"In retail, I consider every customer interaction an opportunity to sell and upsell. Its important to me that the people I communicate with are aware of the great products and services available to them. I am happy to make suggestions that I believe will benefit their lives."
Sales Example
"I am comfortable selling, and upselling, anytime that it makes sense. As a sales professional, I have a natural inclination to take a customers' pain point and turn it into an opportunity to help them through a service or product offering."
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Question 5 of 25
Tell me about the last customer service skill you learned.
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Question 6 of 25
How would you help a customer who you found difficult to understand, due to a language barrier?
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Question 7 of 25
Have you ever received a negative review from a customer?
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Question 8 of 25
What is the difference between customer service, and customer support?
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Question 9 of 25
Have you ever worked with a CRM, or client management software?
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Question 10 of 25
What tools do you need to deliver excellent customer service?
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Creators of Customer Service Answers and Questions

Rachelle Enns
Rachelle Enns is an executive head-hunter and job search expert. Utilized by top executives from Fortune 100 & 500 companies like Fitbit, Microsoft, General Electric, Nestle, and more, she helps professionals position themselves in a competitive marketplace. Rachelle founded Renovate My Resume, a company that focuses on helping job seekers get their edge back. Renovate My Resume creates stand-out resumes, cover letters, LinkedIn profiles and professional summaries for new grads, all the way to corporate executives. Rachelle spends much of her time training career coaches, recruiters, and resume writers. She also holds interview workshops for students and interns, globally. For great tips and tricks, follow Rachelle on Instagram @_rachelle_e or @renovatemyresume.
Ryan Brown
Ryan Brown, is the creator of MockQuestions. He has over ten years experience creating interview questions. His website has helped over 10 million job seekers in their interview preparation.
First written on: 03/29/2018
Last modified on: 08/17/2018
Question 11 of 25
How would you react if a customer was lying to you, to gain a refund or free product?
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Question 12 of 25
What would cause you to lose your temper with a customer?
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Question 13 of 25
Do you like being around people?
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Question 14 of 25
Tell me about a time when you went above and beyond for customer service.
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Question 15 of 25
When was the last time you turned an angry customer around?
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Question 16 of 25
Give me an example of how you delivered excellent customer service at your last position.
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Question 17 of 25
How do you feel about saying 'no' to a customer with unreasonable requests?
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Question 18 of 25
Have you ever broken company rules to make a customer happy?
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Question 19 of 25
Have you received any formal customer service training?
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Question 20 of 25
How would you handle a rude customer?
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Question 21 of 25
When have you received exceptional customer service? What made the experience stand out?
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Question 22 of 25
Tell me about your customer service experience.
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Question 23 of 25
What skills do you believe you possess that help you deliver excellent customer service?
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Question 24 of 25
What customer engagement strategy is the most rewarding for you?
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Question 25 of 25
How do you define good customer service?
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