MockQuestions

Customer Service 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 10 of 25

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

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

  1. 10.

    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.

      Rachelle's Answer

      "In my last role, as a server, I went above the customer service expectations by introducing myself to each table when I sat them. Having that small personal touch made all the difference. Once the customers knew my name, and I knew theirs, they felt more confident in my capabilities. Over time, I would have customers coming in and requesting a table in my section. It felt nice to make that connection, and the increase in tips was a nice bonus too! After a few weeks, the restaurant manager made this a general practice across all serving staff."

      Rachelle's Answer for an Admin Interview

      "In my last position, I had a great deal of challenging customers who would call in nearly every day. Although my patience was often tested, I always remained level-headed, helpful, and positive. Becoming outwardly frustrated would have only made the customer feel bad or even upset them, which is something I would never want."

      Rachelle's Answer for a Manager Interview

      "I ensured the delivery of excellent customer service by training my team to be positive minded and encouraging to everyone around them. Customers can tell when someone wants to help them versus being forced to because it's their job. I created a friendly and welcoming environment which my customers greatly appreciated."

      Rachelle's Answer for a Marketing Interview

      "Before I close up any client accounts, I will phone my client and ask them if there is anything more I can do to help, and if I exceeded their expectations. On a phone call, I can hear if they are truly excited about the service or seem emotionally flat about their experience. If they do not sound truly elated, I ask for feedback on what I could have done differently. I want to improve at all times and am very good at implementing feedback, which my clients like."

      Rachelle's Answer for a Retail Interview

      "I showed great customer service by having a great amount of product knowledge. I made sure that I was the product expert so that I could be a wealth of knowledge to my clients. I would never want to say "I don't know" to a customer. I will always find an answer if I don't already have one."

      Rachelle's Answer for a Sales Interview

      "I ensured excellent customer service in my last role by having regular conversations with my accounts on what they needed, where I was exceeding, where I could do better, and what services they felt they were missing. This active communication meant that I could quickly pivot if a client were not happy with the way their project was going."

      2 Community Answers

      Anonymous interview answers with our interview experts feedback

      Anonymous Interview Answer

      In my job as a cashier at ______ we had a policy of checking the drivers license for age proof before the sale of alcohol. We were required to check the license irrespective of age. One customer was very upset that I had refused the sale of the alcohol as he had forgotten his license in the car. He was upset because I felt that I could easily make a judgement call that he was not underage. I apologized for the inconvenience to the customer and explained how it was store policy to check the age proof before selling alcohol. I offered to him I could hold on to the wine bottle so that he can make the purchase at the customer service desk rather than standing in the line again.

      Rachelle's Feedback for the Answer Above

      Its nice that you provided an alternative option for the customer Despite being faced with a dispute you were able to keep calm and remain helpful. Great response

      How would you rate Rachelle's Feedback?

      Anonymous Interview Answer

      In my last position I had several challenging customers who called in nearly every day. Although my patience was often tested I always remained level-headed helpful and positive. Becoming outwardly frustrated would have only made the customer feel bad or even upset them which is something I would never want to do.

      Kevin's Feedback for the Answer Above

      Wonderful answer Consider sharing what your prior role was and why calling daily was not ideal.

      In my last position I had several challenging customers who called in nearly every day. At first this challenged the patience of our staff. We did a fine job at remaining level-headed helpful and positive. However I shifted my perspective and realized the only thing that was tripping us up was our frustration. These customers had no idea what our daily pressures were and their phone calls at that busy hour were no more of an interruption than a micro break. So I shifted my perspective and tried to make those predictable phone calls more fun for me and the customer. I knew all of them by name and would start each phone call I received with warm greetings and fun banter. After we had a friendly laugh I jump in and write a list of all the products they were inquiring to see if we had on the shelf that day to set aside. So I developed systems to address these customers needs was warm and friendly and made it clear I looked forward to talking to them again. A fun micro-break. They felt appreciated and well served. A win-win.

      How would you rate Kevin's Feedback?