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 would you react if a customer was lying to you, to gain a refund or free product?

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Customer Service Interview Questions & Answers

  1. 1.

    How would you react if a customer was lying to you, to gain a refund or free product?

      How to Answer

      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

      "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 for an Admin Interview

      "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."

      Rachelle's Answer for a Manager Interview

      "I have been through it all with my customers over the years and have learned that it's important to let things go unless they are going to hurt your company, reputation, or the client. If a customer will lie to me to get a discount, or if they found a loophole, I would work around that specific situation with them but would also try not to give the situation more energy than it was worth."

      Rachelle's Answer for a Marketing Interview

      "For a project to run smoothly, it's important that we are always clear and transparent with our clients. I ask them the same of my clients in return. If they are lying to me, I do let them know that it will not do us any favors when it comes to the end product."

      Rachelle's Answer for a Retail Interview

      "I have been raised to believe that honesty is the most important virtue one can have. For that reason, I would hope that my customers would be as honest with me as I am with them. But, you cannot control how other people behave. If the situation were serious, I would bring it up with my manager and allow them to take action if required."

      Rachelle's Answer for a Sales Interview

      "Customers will often inflate numbers or other facts to get what they want. In sales, you see a lot of odd behavior. I do not let it bother me unless they are trying to run a detrimental scam, for instance. Otherwise, I am sure to take notes in our CRM, so my team is aware of the customers' past behavior."

      1 Community Answer

      Anonymous Answer

      "I would be reading body language. I would ask leading questions to answer my suspicions. I would never accuse a customer of lying and if I wasn't able to resolve the situation I would pull my manager aside, tell them my suspicions, and have the manager continue to address the situation."

      Cindy's Answer

      Ok, great. This is a nuanced answer that gives more than is asked for, so great job.

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