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Customer Service

25 Interview Questions & Answers

1.
If you could not make a customer happy, what would you do?
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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.

1.
If you could not make a customer happy, what would you do?
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.

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"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."
Anonymous Answer
"If I could not make a customer happy, I would offer some alternative solution or ask them respectfully and discuss amongst us on what I could do to better the situation."
Rachelle's Answer
The interviewer will appreciate that you look inward for a solution, also asking for customer feedback. This is a great answer!
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Anonymous Answer
"If I were unable to satisfy a customer, I would ask my manager to step in."
Rachelle's Answer
Asking for help with an escalating issue shows maturity and professionalism. Nice answer!
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2.
How do you deal with customer rejection?
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.

Rachelle's Answer #1
"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!"
Rachelle's Answer #2
"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."
Anonymous Answer
"No one likes rejection. I’ve learned not to take it personally. It may not be a good time to discuss making changes. They may have something going on in their lives, etc.... I try to end it on a positive and, if possible, say something like maybe we can revisit this in a few weeks, months. I do think this product/ service would benefit you, and I’d hate to see you miss out on an opportunity to make life easier, banking easier, or whatever the product may be."
Rachelle's Answer
This is a great approach! It's respectful and understanding while still being sales and solution-focused. Good answer!
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Anonymous Answer
"No matter the situation, or how the customer rejection makes me feel, I vow to remain professional and to continue to have a positive attitude towards my ability to do my work the best I can."
Rachelle's Answer
Your answer shows that you are confident in your abilities. It's great that you also promise to remain positive and professional through a tough situation such as customer rejection.
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3.
How would you sell a product that you did not believe in?
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.

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"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."
4.
How do you feel about promoting a product, or upselling, during a customer service based interaction?
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.

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"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."
Anonymous Answer
"I don’t look at it like I’m up-selling. I try to get to know a customer's needs by having solid conversations. Then it feels like I’m offering solutions instead of upselling."
Rachelle's Answer
A fantastic answer that any interviewer would love to hear :)
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5.
Tell me about the last customer service skill you learned.
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.

Rachelle's Answer #1
"The last customer service skill that I learned included a course on dispute resolution management. I feel this course helped me a great deal when it comes to my confidence level, and working with disgruntled customers. I would like to take the advanced level of this course, as a follow-up."
Rachelle's Answer #2
"The last customer service skill that I learned was how to use the Oracle CRM for timely client follow up. Our company just moved to this software, and I am amazed at the difference it makes in our response time and customer personalization."
Anonymous Answer
"I took several classes on building relationships. I learned a lot about how important it is to get to know people to uncover needs. I believe that will help me in this role."
Rachelle's Answer
Relationship building is a very helpful skill for nearly any position. Very good answer!
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Anonymous Answer
"The last customer service skill that I have worked on was giving customers some assistance on where to find the item that they are looking for in the store. This customer service skill enables me to better improve my communication skills by interacting, listening, and dealing with customer's needs in a professional manner."
Rachelle's Answer
The interviewer will be happy to hear that you are continually developing your customer service skills. Did you learn how to locate items on a computer system? Or did you recently memorize the store's planogram? The first part of your response may need further explanation. I have added a revised answer, below.
"The last customer service skill I learned was helping customers to find specific items in-store using our internal product catalog. This skill has enabled me to interact better, listen, and help my customers professionally and efficiently."
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