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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

What customer engagement strategy is the most rewarding for you?

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Customer Service Interview Questions & Answers

  1. 1.

    What customer engagement strategy is the most rewarding for you?

      How to Answer

      Customer engagement means encouraging conversation, feedback, and shared experiences from your client base. Share with the interviewer the types of customer engagement you have experienced in, and which methods you prefer. Maybe you worked for a company who did customer engagement right. You can use that experience as an example.

      Rachelle's Answer

      "I started my career at a call center that made customer service their complete obsession. Everything was for the customer, and then the bottom line came second. They did not track call times, nor have major consequences for going off script. All they wanted was a happy customer in the end. This strategy worked well for me, and I appreciated their tenacity when it came to customer engagement."

      Rachelle's Answer for an Admin Interview

      "I am very hands-on when it comes to the customers in my current company. Often, I am the first voice that they hear when they make an inquiry, so it had better be a good one. Making a personal connection right off the bat is very rewarding. I will ask questions about them and get to know little tidbits that I can add to their file and bring up at a later date."

      Rachelle's Answer for a Manager Interview

      "Training my team to do whatever it takes to right any wrongs, and having that mantra public on our website, has done wonders for our customer engagement. Approaching our errors with humility and transparency is another very effective strategy for our business."

      Rachelle's Answer for a Marketing Interview

      "I learned early on, in marketing school, that humanizing your brand was essential for customer engagement. Everyone wants to feel a connection, have fun with our brand, and feel that they know you and what to expect. I prefer a customer engagement strategy that is as hands-on and intimate as possible."

      Rachelle's Answer for a Retail Interview

      "I find that reading the feedback left by customers on social media, is the best way to pivot our service when needed. Whenever possible, I will contact them via direct message to let them know that we took their suggestion to heart and are making changes."

      Rachelle's Answer for a Sales Interview

      "The most effective customer engagement strategy that I have been a part of is the creating of useful content that our customers can download, in the form of guidebooks and PDF's. This added value is what makes customers come back, again and again."

      Rachelle's Answer for a Customer Service Manager Interview

      "Training my team to do whatever it takes to right any wrongs, and having that mantra public on our website, has done wonders for our customer engagement. Approaching our errors with openness and transparency is another very effective strategy for our business. I started my career at a call center that made customer service their complete obsession. Everything was for the customer, and then the bottom line came second. They did not track call times, nor have major consequences for going off-script. All they wanted was a happy customer in the end. This strategy worked well for me, and I appreciated their tenacity when it came to customer engagement. I like t take this strategy and mindset with me now, as a customer service manager."

      1 Community Answer

      Anonymous Answer

      "As a Teller at a bank, it is important to ask our customers questions to see if there are any life events or opportunities we, as a finical institution, can help with. I will greet the customer to gauge how they will respond to the conversation and then proceed to ask open-ended questions. Then give the customer the opportunity to share while allowing me the chance to look for areas to expand."

      Cindy's Answer

      Very good. Your answer shows good analytical skills and your value of careful listening. Do you have an example you can share?

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