MockQuestions

Customer Service Mock Interview

To help you prepare for your next job interview, here are 25 interview questions focused on your customer service skills.

Customer Service was written by and updated on August 17th, 2018. Learn more here.

Question 1 of 25

Tell me about a time when you went above and beyond for customer service.

How to Answer

The interviewer is looking for a specific answer that showcases your ability to deliver excellent customer service. You need to go beyond 'service with a smile' when answering this question. Make your reply memorable! This question offers you an excellent opportunity to be a stand-out candidate.

Written by Rachelle Enns

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List of 25 Customer Service Interview Questions & Answers

  • 1.

    Tell me about a time when you went above and beyond for customer service.

      How to Answer

      The interviewer is looking for a specific answer that showcases your ability to deliver excellent customer service. You need to go beyond 'service with a smile' when answering this question. Make your reply memorable! This question offers you an excellent opportunity to be a stand-out candidate.

      Written by Rachelle Enns

      1st Answer Example

      "I often look for opportunities to go over and above when it comes to customer service. One memorable time was when a senior woman was struggling to get her groceries into her car. I was on break but saw her through the window. I ran out and greeted her, asking if I could assist. She was so thankful that she ended up calling my manager that day to compliment my kindness."

      Written by Rachelle Enns

      Admin

      "I used to work the front desk in a hotel where we were given a budget specifically to use for making a customers' experience better. I recall one couple in specific who left their phone and laptop chargers in the room after they checked out. I same-day couriered the items to them with a friendly note. It felt great to deliver that added touch."

      Written by Rachelle Enns

      Manager

      "Everyone likes options, and after receiving consistent feedback from my customers that they felt limited when they had to choose our service packages, I decided to take the concern up with our corporate head office. Before doing so, I polled my clients to find out exactly what they wanted to see from our service menu. I made a compelling presentation to my senior leadership, and our company ended up agreeing to add these service options. We will be rolling out the first round of changes next month. It is important to listen to your customers and deliver what they ask."

      Written by Rachelle Enns

      Marketing

      "Many of our customers do not understand social media fully, which is why they come to us. I recently launched a private YouTube channel with video tutorials and how-tos. I sent the login information to all of our clients so that they could access the information on-demand. This effort saves them a phone call and email and also ensures that the information they need is at their fingertips, no matter the time of day or night. The response has been incredibly positive."

      Written by Rachelle Enns

      Retail

      "Customer inquiries come through my desk at a rapid rate whether it be through email, voicemail, or social media. I make it my aim to never leave for the day until every inquiry has a response. This commitment may mean staying late an extra hour sometimes, but my valued customers are worth the added effort."

      Written by Rachelle Enns

      Sales

      "When I worked in drillbit sales, I had a client with a drilling rig about one hour out of town from us. They were drilling incredibly challenging ground when they pushed the bit too far and destroyed the bit. My cell phone rang at 3 AM, and it was the driller, in a panic. I hopped out of bed and drove them the extra bit that they needed to keep operating smoothly. That particular account ended up being my biggest account to date, because of my willingness to go over and above."

      Written by Rachelle Enns

      Community Answer

      "A student required assistant in submitting her thesis onto Turnitin as it would not upload into the system. As I was very busy, I asked her to see me after 4.30 pm, when I finish work, to help her upload the thesis. I am fully committed to providing first-class customer service to all internal and external stakeholders regardless of when the assistant is required."

      Written by an Anonymous User

      Rachelle Enns

      Our Professional Interview Coach
      Rachelle Enns Reviewed the Above Answer

      This is a wonderful example of going above and beyond to help someone out. Be sure to include the result in your answer as well :) I have provided an example below, using the STAR framework (Situation, Task, Action, Result).

      "(Situation) When I was working at ___, a student required assistance in submitting her thesis onto Turnitin, as it would not upload into the system. (Task) Her thesis was due (give a timeframe), so I knew there was some urgency. (Action) As I was very busy, I asked her to come and see me after 4:30 pm, when I finished work. This way, I could help her after hours to upload the thesis. (Result) As a result, we were able to troubleshoot her issue with Turnitin, and she was able to submit her thesis on time. I am fully committed to providing first-class customer service to all internal and external stakeholders regardless of when the assistance is required."

  • 2.

    How do you define good customer service?

      How to Answer

      Excellent customer service goes beyond doing precisely as your expected, and it's more than having a smile on your face when the customer is looking. Excellent customer service means that you actively seek out the opportunity to deliver more than the standard. It means thoroughly listening to your customers when they tell you what they need. Also, it equals offering support when your customer may be a little bit in over their head. Be sure to echo the jargon used on the company website and social media accounts when it comes to keywords related to their customer service mantra. Keep your answer brief but ensure that it packs a punch.

      Written by Rachelle Enns

      1st Answer Example

      "I define good customer service as actively seeking out opportunities to give the customer a better experience than they expect, or perhaps had the last time."

      Written by Rachelle Enns

      Admin

      "If I can change my customer's day, for the better, then I have done my job in delivering exceptional customer service."

      Written by Rachelle Enns

      Manager

      "Kate Zabriskie, the author of Business Training Works, once said, "The customers' perception is your reality." To me, this means that if my clients think that my team does not care about them, they likely do not. Good customer service starts with proper training and setting high standards for my team from the get-go."

      Written by Rachelle Enns

      Marketing

      "Repeat business and referrals are what I am after when it comes to the satisfaction of my clients. When it is time to close out an account, I openly ask them what I could do better next time. This added step helps me to improve my service. Good customer service starts with the ability to take and implement feedback."

      Written by Rachelle Enns

      Retail

      "Ensuring that my customers are satisfied with their experience every time. That is what good customer service means to me. This level of service may mean bending the rules a touch to deliver what they need. For instance, I will extend the return policy by a reasonable amount if it means a happy customer who will give a solid review."

      Written by Rachelle Enns

      Sales

      "I define good customer service by not allowing any 'traffic jams' in the sales cycle. The moment a client feels there is a hiccup, the moment the sales process gets railroaded. Excellent customer service includes seeing potential pain points before they even happen."

      Written by Rachelle Enns

      Community Answer

      "Excellent customer service involves meeting and surpassing expectations. It's patient, remaining calm, listening to the customer's concerns, and reassuring them that you're there to support them and resolve their issue."

      Written by an Anonymous User

      Rachelle Enns

      Our Professional Interview Coach
      Rachelle Enns Reviewed the Above Answer

      Very well-rounded answer with a lot of great descriptive words. Well done!

  • 3.

    What customer engagement strategy is the most rewarding for you?

      How to Answer

      Customer engagement means encouraging conversation, feedback, and shared experiences from your client base. Share with the interviewer the types of customer engagement you have experienced in, and which methods you prefer. Maybe you worked for a company who did customer engagement right. You can use that experience as an example.

      Written by Rachelle Enns

      1st Answer Example

      "I started my career at a call center that made customer service their complete obsession. Everything was for the customer, and then the bottom line came second. They did not track call times, nor have major consequences for going off script. All they wanted was a happy customer in the end. This strategy worked well for me, and I appreciated their tenacity when it came to customer engagement."

      Written by Rachelle Enns

      Admin

      "I am very hands-on when it comes to the customers in my current company. Often, I am the first voice that they hear when they make an inquiry, so it had better be a good one. Making a personal connection right off the bat is very rewarding. I will ask questions about them and get to know little tidbits that I can add to their file and bring up at a later date."

      Written by Rachelle Enns

      Manager

      "Training my team to do whatever it takes to right any wrongs, and having that mantra public on our website, has done wonders for our customer engagement. Approaching our errors with humility and transparency is another very effective strategy for our business."

      Written by Rachelle Enns

      Marketing

      "I learned early on, in marketing school, that humanizing your brand was essential for customer engagement. Everyone wants to feel a connection, have fun with our brand, and feel that they know you and what to expect. I prefer a customer engagement strategy that is as hands-on and intimate as possible."

      Written by Rachelle Enns

      Retail

      "I find that reading the feedback left by customers on social media, is the best way to pivot our service when needed. Whenever possible, I will contact them via direct message to let them know that we took their suggestion to heart and are making changes."

      Written by Rachelle Enns

      Sales

      "The most effective customer engagement strategy that I have been a part of is the creating of useful content that our customers can download, in the form of guidebooks and PDF's. This added value is what makes customers come back, again and again."

      Written by Rachelle Enns

      Community Answer

      "I started in a call center environment, and the customer always came first. As long as the customer was happy, the employer was happy. The customer always came first"

      Written by an Anonymous User

      Amanda Knight

      Our Professional Interview Coach
      Amanda Knight Reviewed the Above Answer

      Good effort, but your response doesn't address the question. A customer engagement strategy is the company's plan for improving customer satisfaction by increasing the opportunities for positive interactions with them. This can mean soliciting feedback, communicating new features or product enhancements, cross-selling, etc. This question wants to know which means of engaging with customers you enjoy the most.

  • 4.

    What skills do you believe you possess that help you deliver excellent customer service?

      How to Answer

      To deliver excellent customer service you need first to recognize the skills that you have and play off of those. If you are naturally not a smiley person who give hugs, then being a smiley person may come off as fake. Think about your natural personality and how you can use those characteristics to deliver stellar service on the job.

      Some skills you may have are:

      - Patience
      - Empathy
      - Adaptability
      - Knowledge
      - Thick skin
      - Networking

      Written by Rachelle Enns

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  • 5.

    Tell me about your customer service experience.

      How to Answer

      The interviewer would like a brief overview of your customer service experience. Avoid beginning at the VERY the start of your entire career. Your resume should touch on just the last ten years of your career, at most. Begin your reply with the oldest listed customer service job on your resume. Move up in time from there.

      Written by Rachelle Enns on August 17th, 2018

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  • 6.

    When have you received exceptional customer service? What made the experience stand out?

      How to Answer

      The interviewer wants to hear your excitement when it comes to being the recipient of excellent customer service. The way you answer this will show the interviewer that you are well aware of the difference between average and exceptional! Keep your answer brief, explain the situation, and what you did to express your thankfulness for the stand-out service.

      Written by Rachelle Enns

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  • 7.

    How would you handle a rude customer?

      How to Answer

      When you work in customer service, you will often come across rude individuals. It's the name of the customer service game, unfortunately. Seeing as it's unavoidable, the interviewer wants to know that you can handle such a situation with professionalism. Give an example of a time that you had to deal with a challenging customer situation. Be sure to include the positive outcome.

      Some ways that you can efficiently handle a rude customer:

      - Remain kind, polite, and pleasant
      - Actively listen to their grievances
      - Apologize for the situation
      - Maintain a neutral tone of voice
      - Avoid taking anything they say, personally

      Written by Rachelle Enns

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  • 8.

    Have you received any formal customer service training?

      How to Answer

      The interviewer would like to know about any formal training you have received, related to customer service. This training could include a robust onboarding plan, on-the-job training, courses taken, or even books that you have read in your spare time. Show the interviewer that you have an interest in bettering your customer service delivery. This question is a great time to ask the interviewer about their company-specific customer service training and manuals.

      Written by Rachelle Enns

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  • 9.

    Have you ever broken company rules to make a customer happy?

      How to Answer

      Breaking the rules, and bending them, CAN be different from each other. Often, organizations are okay with you bending the rules to keep a customer happy. You need to know your audience, though! If the company is very stringent when it comes to their policies and procedures, then approach this question with caution. If the organization is well known for being flexible, then you can indeed be more free with your answer.

      Written by Rachelle Enns on August 17th, 2018

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  • 10.

    How do you feel about saying 'no' to a customer with unreasonable requests?

      How to Answer

      In a customer service focused role you have likely come across some pretty crazy requests from customers! The interviewer is interested in knowing where you draw the line when it comes to outlandish requests or needs that you cannot deliver. Give an example of a time when you had to say no to a customer. Assure the interviewer that you are happy to accommodate anyone within reason!

      Written by Rachelle Enns on August 17th, 2018

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  • 11.

    Give me an example of how you delivered excellent customer service at your last position.

      How to Answer

      The interviewer wants to know that your definition of excellent customer service exceeds minimal expectations. You could talk about a time when you calmed an upset customer or went above the expectations of your role to make a customer want to return.

      Perhaps you had a customer dispute and were able to smooth over the issue using your great instinct and friendly disposition. Be sure to close with how happy the customer was when they left. Include any feedback that you received from your supervisor or co-workers afterward.

      Here are some ways that you can deliver exceptional customer service:

      - Exercise endless patience with challenging customers.
      - Use positive verbiage at all times. For instance, instead of saying 'I don't know,' say 'I am happy to find out for you.'
      - Actively listen to your customers' needs and be able to repeat them back.
      - Have the ability to explain product pricing, so the customer knows what to expect on their bill or invoice.
      - Display exceptional product knowledge.
      - Ask the customer if you have met their expectations before they leave.
      - Smile and maintain positive body language.
      - Support your coworkers and encourage a positive workplace culture.

      Written by Rachelle Enns

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  • 12.

    When was the last time you turned an angry customer around?

      How to Answer

      The interviewer would like to hear a story regarding how you were able to take an uncomfortable, or hostile customer situation, and turn things around into a positive experience. Avoid speaking negatively about any customers, or supervisors. Use a recent example from your current role and keep it brief. You can use the Situation, Action, Result method to keep your story on track.

      Written by Rachelle Enns on August 17th, 2018

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  • 13.

    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.

      Written by Rachelle Enns on August 17th, 2018

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  • 14.

    Do you like being around people?

      How to Answer

      Of course, you do not want to answer that you don't like people. That type of answer would be a nightmare for any interviewer to hear! Perhaps you are more of an introvert who does not feel energized after hanging out with large amounts of people. That is okay, and you do not need to pretend to be someone you are not. Share the types of people or situations that you enjoy. It's essential to maintain a positive angle when addressing this question.

      Written by Rachelle Enns on August 17th, 2018

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  • 15.

    What would cause you to lose your temper with a customer?

      How to Answer

      You will want to approach this question as a hypothetical one. Hopefully, you have never become downright angry with a client! The interviewer would like to see that you possess self-control and professionalism, even during the most challenging situations. Give the interviewer an example of what may cause you to become upset but assure them that you would never lose your temper with a client on the job. You can also discuss the ways that you maintain your composure whether that be taking a quick break, going for a walk, or having a quick laugh with a coworker.

      Written by Rachelle Enns on August 17th, 2018

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  • 16.

    How would you react if a customer was lying to you to gain a refund or free product?

      How to Answer

      If you are in the customer service realm, you have likely heard it all! Although most people are lovely, you will come across the odd customer who seems to want to make your life miserable or take advantage of you and the company for which you work. Without turning the conversation to a negative, hypothetically discuss what you would do if a customer were lying.

      Written by Rachelle Enns on August 17th, 2018

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  • 17.

    What tools do you need to deliver excellent customer service?

      How to Answer

      The interviewer would like to ensure that you are set up for success, should you be the successful candidate. There are many tools that you could use excel in your job but remember - the most significant tool you possess is an excellent attitude and a great team backing you. Discuss with the interviewer what you think you will need to deliver exceptional service to their clients.

      Written by Rachelle Enns on August 17th, 2018

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  • 18.

    Have you ever worked with a CRM, or client management software?

      How to Answer

      This question is a simple one to answer if you have a good memory! Before your interview, you should jot down the names of all software and programs that you have used in your current, and previous roles. Be prepared to discuss the programs that you are most experienced with. Once you have this list, you can also add these details onto your resume.

      Some of the most popular CRM's include:

      - Zoho
      - Oracle
      - HubSpot
      - Salesforce
      - NetSuite
      - Microsoft Dynamics

      Written by Rachelle Enns on August 17th, 2018

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  • 19.

    What is the difference between customer service and customer support?

      How to Answer

      It may seem like splitting hairs, but it is not. Customer support often requires more technical abilities, and customer service is more of a positive approach, helping your company to keep customers happy. Sometimes a customer service agent will be on the frontlines and will need to escalate a customer issue to the support team. Give the interviewer your best understanding of service versus support.

      Written by Rachelle Enns on August 17th, 2018

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  • 20.

    Have you ever received a negative review from a customer?

      How to Answer

      Everyone has had a negative review from someone at one point in their career. What the interviewer would like to see is that you can bounce back professionally from a negative customer review. If the review was warranted, discuss what you were able to learn from the experience or the feedback that you received.

      Written by Rachelle Enns on August 17th, 2018

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  • 21.

    How would you help a customer who you found difficult to understand due to a language barrier?

      How to Answer

      Language barriers can be a challenge, primarily if you work in the customer service industry where delivery of expectations is everything.

      Here are a few ways that you can overcome a language barrier:

      - Use simple-to-understand language
      - Use visuals when communicating
      - Repeat the essential parts of the conversation
      - Remain patient and respectful

      Show the interviewer that you can remain professional, even when a situation may not be as simple or easy to get through, as you would like.

      Written by Rachelle Enns on August 17th, 2018

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  • 22.

    Tell me about the last customer service skill you learned.

      How to Answer

      It is essential to a hiring company that you are someone who is willing to learn new skills. Being eager to add to your professional repertoire is an excellent way to stand out from the competition. Some new skills related to customer service can range from linguistic to communication, to software capabilities. If there is a skill that you want to learn, and have not yet taken advantage of, you can mention your interest.

      Written by Rachelle Enns on August 17th, 2018

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  • 23.

    How do you feel about promoting a product, or upselling, during a customer service based interaction?

      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.

      Written by Rachelle Enns on August 17th, 2018

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  • 24.

    How would you sell a product that you did not believe in?

      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.

      Written by Rachelle Enns on August 17th, 2018

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  • 25.

    How do you deal with customer rejection?

      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.

      Written by Rachelle Enns on August 17th, 2018

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