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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

How do you define good customer service?

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Customer Service Interview Questions & Answers

  1. 1.

    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.

      Rachelle's Answer

      "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."

      Rachelle's Answer for an Admin Interview

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

      Rachelle's Answer for a Manager Interview

      "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."

      Rachelle's Answer for a Marketing Interview

      "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."

      Rachelle's Answer for a Retail Interview

      "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."

      Rachelle's Answer for a Sales Interview

      "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."

      Rachelle's Answer for a Customer Service Manager Interview

      "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."

      Nolan's Answer for a Customer Experience Specialist Interview

      "In my experience, authenticity is the foundation of my work with customers. I'm a professional, and I know that I'm representing more than myself in my role. I've found that I'm better at my job and make better connections with customers when I am sincere. I try to be pleasant always but never in a patronizing way. I don't appreciate that sort of attitude when I'm a customer, either. I begin with authenticity while being mindful that I'm representing more than just myself. Then, I need to know what I'm talking about. The customer needs to know that I can meet their needs. Even when I don't have the answer, I assure them that I will find the answer for them. I want the customer to know that they are heard and that I am here to find a solution."

      Ryan's Answer for a Barista Interview

      "I define good customer service as actively seeking out opportunities to give the customer a better experience than they expect. I was working at a restaurant, and one of my customers had a food allergy, a broken wrist, and rowdy kids. I made sure the kitchen was cautious with her food order, and I took some time to entertain the kids. I did my best to make the experience as easy for her as possible. She was pleased with her experience and told my manager too."

      Krista's Answer for a Personal Trainer Interview

      "Identifying the customer's needs is the first step to excellent customer service. Once I understand their needs and wants, I can assist them much better. Next, I give the customer what they need with a good attitude and always work to exceed their expectations."

      Rachelle's Answer for a Bank Compliance Officer Interview

      "Customer service involves professionalism, excellent communication and respectful interactions. It is imperative to always listen to what the customers have to say and take their perspective into consideration. It is furthermore mandatory to do your best to resolve their issues in a timely fashion."

      Rachelle's Answer for a Shift Leader Interview

      "I think that good customer service exceeds the customer's expectations in both quality of service and the speed that the service is delivered. For example, a customer might be unhappy and is trying to get a refund. We want to make sure that they spend more time being happy than unhappy. So I need to make sure that the customer is taken care of quickly. I need to apologize to them and give them something in return for the bad experience, like a gift certificate."

      Rachelle's Answer for a Maintenance Interview

      "I understand that in today's competitive market, strong customer service is of utmost importance. It is easy for someone to complain using social media and email, so you have to have your best face forward at all times."

      Krista's Answer for an Optician Interview

      "I define great customer service as greeting the customer with a smile when they walk into the office, asking how you can help them, actively listen to what they want or need, and provide a solution to their problem. I think providing excellent customer service has the customer walking out the door with a smile."

      Ryan's Answer for a Ticket Agent Interview

      "I am a firm believer in the golden rule being applied to customer service and I always treat others the way I would want to be treated. Excellent customer service involves professionalism, clear communication, and respectful interactions with all people that I encounter. Whether I am helping a new customer reserve a flight or working with a very stressed-out customer to book a last minute flight, I will always give them the respect and courtesy they deserve, while helping to find the best solution possible to meet their needs."

      Rachelle's Answer for a Customer Representative Interview

      "Identifying the customer's needs is the first step to great customer service. Once I understand their needs and wants, I can assist them much better. Once I know I can assist a customer, I do so with a positive attitude. I always want to exceed a customers expectation when I can!"

      Rachelle's Answer for a Service Station Attendants Interview

      "Because the manufacturer of the car determines the ideal fuel grade, if a customer asked me what kind of fuel they needed, I would show them the number on the inside of their gas tank cover. If the number says 87, for instance, I will let them know that the makers of their car recommend regular fuel or higher. This octane rating refers to how the gas will perform. It's a tough concept to explain fully, so I would give the customer a simpler overview like I just described."

      Rachelle's Answer for a Food Service Manager Interview

      "When hiring, I look at experience and employer loyalty, but most of all, I look for customer service competence. I also look for someone who has the personality and fit to thrive in a fast-paced food service environment. Could you share with me how may people you hire for this location, on average, every year?"

      2 Community Answers

      Anonymous 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."

      Rachelle's Answer

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

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      Anonymous Answer

      "To me, good customer service is listening to your customer, and going above and beyond for the customer."

      Cindy's Answer

      Good start. Can you expand with detail? Why is listening key? What happens if you don't understand the customer's perspective?

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