Customer Service Mock Interview

Master 25 Customer Service interview questions covering conflict resolution, empathy, and problem-solving under pressure.

Question 19 of 25

What is the difference between customer service and customer support?

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Rachelle Enns

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.

It may seem like splitting hairs, but it is not. Customer support often requires more technical abilities, and customer service is more of a positive approach, helping your company to keep customers happy. Sometimes a customer service agent will be on the frontlines and will need to escalate a customer issue to the support team. Give the interviewer your best understanding of service versus support.

Rachelle Enns

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.

"I understand customer support to be a larger term than customer service. Someone can be a customer service agent without being able to offer ample support that a client may need. It's important to offer both; however, a member of the support team will likely be better trained with special technical skills."

Rachelle Enns

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.

"I offer customer service to everyone that walks into the office. This service includes helping them get where they need to go, offering them water, and making their next appointment. I view customer support as an additional offering. Support is a term I save for when a task is aimed at helping the client overcome a problem."

Rachelle Enns

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 and customer support are often confused. I have two teams. My service team will gather the data, and my support team will deploy the actual solution."

Rachelle Enns

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.

"I believe that customer service and customer support go hand in hand, but they are very different concepts. Support requires more technical based skills and service is based more on company values and delivery."

Rachelle Enns

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.

"I am very well versed in both customer support and customer service. Customer service is more issue related such as helping a customer who wants a refund or is upset about their experience. Customer support is more geared to rewards programs, add-ons, perks, and promos."

Rachelle Enns

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.

"In my experience, customer support is more related to services that offer ongoing support to the customer, such as technical solutions. Customer service is more the day-to-day interactions with a customer when they need a resolution to a specific situation."

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Jaymie

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Anonymous Answer

Customer service is the overall experience of the interaction. Customer support would be the way in which you are helping the Customer.

Cindy's Feedback

Interesting distinction. Can you explain with a little more detail? Perhaps start with your role and examples from your experience. When have you provided support and when have you provided service? Also, try to anticipate why the interviewer is asking this. Is this an important distinction from a company perspective? Why would they want new hires to understand the distinction?

Anonymous Answer

Customer service is helping the customer throughout their entire experience, while customer support is more technical.

Amanda's Feedback

You're correct! Working in customer service often means collaborating with a customer to resolve an issue, while customer support often focuses on fixing a technical problem.

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25Customer Service Interview Questions & Answers

Performance Based

1.Tell me about a time when you went above and beyond for customer service.

Customer Service

2.How do you define good customer service?

Compatibility

3.What customer engagement strategy is the most rewarding for you?

Experience

4.What skills do you believe you possess that help you deliver excellent customer service?

Experience

5.Tell me about your customer service experience.

Experience

6.When have you received exceptional customer service? What made the experience stand out?

Conflict

7.How would you handle a rude customer?

Experience

8.Have you received any formal customer service training?

Direct

9.Have you ever broken company rules to make a customer happy?

Communication

10.How do you feel about saying 'no' to a customer with unreasonable requests?

Accomplishment

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

Conflict

12.When was the last time you turned an angry customer around?

Customer Service

13.If you could not make a customer happy, what would you do?

Behavioral

14.Do you like being around people?

Behavioral

15.What would cause you to lose your temper with a customer?

Compatibility

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

Situational

17.What tools do you need to deliver excellent customer service?

Experience

18.Have you ever worked with a CRM, or client management software?

Capability

19.What is the difference between customer service and customer support?

Direct

20.Have you ever received a negative review from a customer?

Adaptability

21.How would you help a customer who you found difficult to understand due to a language barrier?

Education

22.Tell me about the last customer service skill you learned.

Discovery

23.How do you feel about promoting a product, or upselling, during a customer service based interaction?

Adaptability

Customer Service Mock Interview

What is the difference between customer service and customer support?

25Customer Service Interview Questions & Answers

1.Tell me about a time when you went above and beyond for customer service.

2.How do you define good customer service?

3.What customer engagement strategy is the most rewarding for you?

4.What skills do you believe you possess that help you deliver excellent customer service?

5.Tell me about your customer service experience.

6.When have you received exceptional customer service? What made the experience stand out?

7.How would you handle a rude customer?

8.Have you received any formal customer service training?

9.Have you ever broken company rules to make a customer happy?

10.How do you feel about saying 'no' to a customer with unreasonable requests?

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

12.When was the last time you turned an angry customer around?

13.If you could not make a customer happy, what would you do?

14.Do you like being around people?

15.What would cause you to lose your temper with a customer?

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

17.What tools do you need to deliver excellent customer service?

18.Have you ever worked with a CRM, or client management software?

19.What is the difference between customer service and customer support?

20.Have you ever received a negative review from a customer?

21.How would you help a customer who you found difficult to understand due to a language barrier?

22.Tell me about the last customer service skill you learned.

23.How do you feel about promoting a product, or upselling, during a customer service based interaction?

24.How would you sell a product that you did not believe in?

25.How do you deal with customer rejection?