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Customer Service Interview Questions

25 Questions and Answers by

Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.

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

Question 1 of 25

Have you ever received a negative review from a customer?

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Customer Service Interview Questions & Answers

  1. 1.

    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.

      Rachelle's Answer

      "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 for an Admin Interview

      "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."

      Rachelle's Answer for a Manager Interview

      "I have received negative feedback from customers in the past, and always when the customer has not been delighted with the outcome of their dispute. The company that I have worked for, for the past ten years, has a very stringent return policy. Unfortunately, this means that I do disappoint more people than I would like. I am looking to join an organization that will allow for more flexible offerings when it comes to client dispute resolution."

      Rachelle's Answer for a Marketing Interview

      "My agency as a whole has received very few negative client reviews. We did have an upset client a few months ago and, unfortunately, I was the project manager for that particular account. The client felt that we could have delivered our work faster, even though we did not miss a single deadline. I took this review into account and am now sure to outline client expectations at the start of each project."

      Rachelle's Answer for a Retail Interview

      "The store where I work allows customers to leave anonymous feedback at the till. I have received one negative review, commenting that I could 'smile more.' Apparently, when I concentrate, I can appear unhappy! I am glad that this trait was brought to my attention so that I could work on correcting it."

      Rachelle's Answer for a Sales Interview

      "Negative customer reviews are great learning opportunities. I had a client recently comment to my manager that I was too aggressive in my approach. To me, as a business development professional, I want to make sure that my approach is confident but never off-putting. I now know how to better interact with that client and clients of similar personalities."

      Rachelle's Answer for a Front Desk Interview

      "I had a client call my boss once because she felt I was not dressed professionally enough for my Front Desk 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."

      2 Community Answers

      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."

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      Anonymous Answer

      "While working at a bank as a teller I had a customer come in looking for information on an account that they were not listed on. Although it was their spouse, the significant other didn't have them on the account therefore I can only share information about the account with only the people listed on the account regardless of if they have access to the online banking. When the customer came in to try to find out the balance of the account they became frustrated that I would not give them the information they requested. I clearly explained to them the policy and told them because they are not on the account I couldn't give them any information today. I offered them alternatives, such as coming back with the account holder or having the account holder add them to the account. It is frustrating not being able to make everyone happy but I know I was following the policy and in the end, informed the customer of future solutions."

      Cindy's Answer

      This is a tough one, for sure, but security is primary and you did a great job explaining that.

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