MockQuestions MockQuestions
Interviews Questions by Career
Interviews Questions by Company
Interviews Questions by Topic
Get Started
Interview Coach 1:1
Gain the confidence you need by asking our professionals any interview scenario, question, or answer you are unsure about.
Let Us Review Your Answers
Our interviewing professionals will gladly review and revise any answer you send us. Allowing you to craft perfect responses for your next job interview.
Interview Questions by Topic
Interview Questions by Career
Interview Questions by Company

Customer Service Interview
Questions

25 Questions and Answers by Rachelle Enns

Updated August 17th, 2018 | 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 25
If you could not make a customer happy, what would you do?
View Answers
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.
25 Customer Service Interview Questions
Win your next job by practicing from our question bank. We have thousands of questions and answers created by interview experts.
  1. If you could not make a customer happy, what would you do?
  2. How do you deal with customer rejection?
  3. How would you sell a product that you did not believe in?
  4. How do you feel about promoting a product, or upselling, during a customer service based interaction?
  5. Tell me about the last customer service skill you learned.
  6. How would you help a customer who you found difficult to understand, due to a language barrier?
  7. Have you ever received a negative review from a customer?
  8. What is the difference between customer service, and customer support?
  9. Have you ever worked with a CRM, or client management software?
  10. What tools do you need to deliver excellent customer service?
  11. How would you react if a customer was lying to you, to gain a refund or free product?
  12. What would cause you to lose your temper with a customer?
  13. Do you like being around people?
  14. Tell me about a time when you went above and beyond for customer service.
  15. When was the last time you turned an angry customer around?
  16. Give me an example of how you delivered excellent customer service at your last position.
  17. How do you feel about saying 'no' to a customer with unreasonable requests?
  18. Have you ever broken company rules to make a customer happy?
  19. Have you received any formal customer service training?
  20. How would you handle a rude customer?
  21. When have you received exceptional customer service? What made the experience stand out?
  22. Tell me about your customer service experience.
  23. What skills do you believe you possess that help you deliver excellent customer service?
  24. What customer engagement strategy is the most rewarding for you?
  25. How do you define good customer service?
15 Customer Service Answer Examples
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!
Was this answer helpful? Yes or No
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!
Was this answer helpful? Yes or No
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!
Was this answer helpful? Yes or No
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.
Was this answer helpful? Yes or No
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 :)
Was this answer helpful? Yes or No
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
"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."
Was this answer helpful? Yes (1) or No (0)
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!
Was this answer helpful? Yes or No
6.
How would you help a customer who you found difficult to understand, due to a language barrier?
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.

Rachelle's Answer #1
"If I had a customer who was challenging to understand I would make sure to repeat the most important parts of the conversation; whether that be one sentence or a single word. It's important to me that my customers clearly understand what I am offering, and that I clearly understand how I can meet their needs."
Rachelle's Answer #2
"I have taken many phone calls in my administration career and have spoken to many people whose native language is not my own. I like to slow the conversation down and then I will follow up with an email to ensure clarity and that we are on the same page. Sometimes reading an email is easier than a verbal conversation when a language barrier is present."
7.
Have you ever received a negative review from a customer?
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.

Rachelle's Answer #1
"I once received feedback that I am not as 'warm' as I could be when talking on the phone. That feedback came as a surprise to me but, I took it to heart, regardless. I worked on implementing more casual conversation in my client calls and remember to keep a smile on my face as well. I have not heard this feedback since."
Rachelle's Answer #2
"I had a client call my boss once because she felt I was not dressed professionally enough for my secretarial role. I admittedly was wearing a more casual outfit than normal. I am now always sure to beware of my appearance and will put a little extra effort in because of that feedback."
Anonymous Answer
"No, not that I know of. But, If I ever get one, negative customer reviews are great learning opportunities to know where I can improve myself could be my personality or in my workability."
Rachelle's Answer
Rather than suggesting that a negative review would be about your personality or work ethic, I would focus more on the fact that you would use a negative review as a learning opportunity. I have reworded for you, below.
"To my knowledge, I have never received a negative review. If I ever received a bad review, I would take the situation as a learning opportunity. I would ask myself where I could improve and apply that review to make myself even better."
Was this answer helpful? Yes or No
8.
What is the difference between customer service, and customer support?
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.

Rachelle's Answer #1
"I understand customer support to be a larger term than customer service. Someone can be a customer service agent without being able to offer ample support that a client may need. It's important to offer both; however, a member of the support team will likely be better trained with special technical skills."
Rachelle's Answer #2
"I offer customer service to everyone that walks into the office. This service includes helping them get where they need to go, offering them water, and making their next appointment. I view customer support as an additional offering. Support is a term I save for when a task is aimed at helping the client overcome a problem."
9.
Have you ever worked with a CRM, or client management software?
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

Rachelle's Answer #1
"I have approximately two years of experience with Zoho CRM, and it's Google integration. I see in your job posting that you use Salesforce which I am confident that I can learn quickly."
Rachelle's Answer #2
"I have worked with a couple of different CRM programs in my career. Primarily, Salesforce and Oracle. The companies I have worked for have all been enterprise-level organizations, requiring higher levels of CRM support and options. Could you share with me which programs you use here?"
10.
What tools do you need to deliver excellent customer service?
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.

Rachelle's Answer #1
"The main thing that I will require, to deliver exceptional customer service, is great training. The better I know the products and systems within the organization, the more wholly I will be able to help my customers."
Rachelle's Answer #2
"To deliver excellent customer service all I truly need is a great attitude! Aside from that, I appreciate having a company that empowers me to make decisions that benefit the company and serve the client at the same time."
11.
How would you react if a customer was lying to you, to gain a refund or free product?
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.

Rachelle's Answer #1
"I believe that people are innately good and most customers would not lie to gain something for free. With that said, if I did catch a customer lying to me, I would ask questions in a way that let on I was aware of their strategy, without telling them outright that I was aware of the lie."
Rachelle's Answer #2
"It is important to me that I have a good working relationship with my customers. If they were lying to me, I would bring it up in a tactful way. I would let them know that a good working relationship is important and valuable."
12.
What would cause you to lose your temper with a customer?
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.

Rachelle's Answer #1
"Thank goodness I have never lost my temper with a customer. I am very easy going, but I would be more likely not to be if a customer were disrespecting a team member or becoming verbally abusive in any way."
Rachelle's Answer #2
"I cannot imagine losing my cool at work, but if anything pushed me to the edge, it would be a client with racist or misogynistic comments. I have zero tolerance for any behavior like that and would for sure say something to them. With that said, it would not be with a lost temper - it would be with a stern tone. If I am feeling a shorter fuse, in the workplace or at home, I will take a few deep breaths and remind myself that the situation is not as serious as it may feel in the moment."
13.
Do you like being around people?
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.

Rachelle's Answer #1
"I like being around people who are positive and energetic. I find these types of individuals to be motivating and refreshing to be around."
Rachelle's Answer #2
"I find the right kind of people to be very energizing. I enjoy being around people who work hard and make very few excuses. Those who are accountable for the work and behavior are those that I enjoy being around."
14.
Tell me about a time when you went above and beyond for customer service.
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.

Rachelle's Answer #1
"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."
Rachelle's Answer #2
"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."
15.
When was the last time you turned an angry customer around?
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.

Rachelle's Answer #1
"I recently worked with a customer who was incredibly upset when they believed that we overcharged their account. I took the extra time required to walk the customer through every line item until they fully understood each item. The call was about one hour total, but it was worth the time to smooth over an important customer-related situation."
Rachelle's Answer #2
"I had a customer call in last week who was very upset that the technician did not show up to their appointment. We give our customers a 3-hour window for technician visits, and it had been 30 minutes past the given time frame. I apologized sincerely, tracked down the technician, and made new arrangements for the client. She was thankful for my willingness to take action and recognized the error. Upon permission from my manager, I offered her one free month of service."
View All 25 Customer Service Questions and Answers
Sign up to access our library of 50,000+ Q&As,
plus coaches for one-on-one support, so you can interview more confidently.
More Interview Q&As
Explore expert tips and resources to be more confident in your next interview.
Behavioral
Common
Phone
Tough
Leadership
All Interview Topics
All Career Q&As
Disclaimer
Our interview questions and answers are created by experienced recruiters and interviewers. These questions and answers do not represent any organization, school, or company on our site. Interview questions and answer examples and any other content may be used else where on the site. We do not claim our questions will be asked in any interview you may have. Our goal is to create interview questions and answers that will best prepare you for your interview, and that means we do not want you to memorize our answers. You must create your own answers, and be prepared for any interview question in any interview.