Many interviewees stumble on this question. It can be difficult so make sure you think about your weaknesses prior to going into any interview. Be sure to focus on a professional weakness – do not include any personal qualities. The weakness should also be something minor, nothing that can be harmful to you doing your job well. For the second part of the question, explain specific things you are doing to improve on this weakness. Further describe how it has helped you grow.
Customer Experience Specialist Interview Questions
What are is your greatest weakness and what are you doing to improve on it?
"I used to be stubborn but became more open-minded. How I learned to be able to listen for verbal cues in conversations, and this led to increasing my patience levels and faster resolutions and less time spent with each customer."Rachelle's Answer
Very good! You show the interviewer that you can see your weakness, and work on improving.Was this answer helpful? Yes (1) or No (1)Thank you, your vote helps us display the best answers.
You are taking some excellent action steps! I recommend rewording your answer to sound more confident. I have provided an example below.
What is the most competitive work situation you have experienced? How did you handle it? What was the result?
Show the interviewer that you thrive under competition; it drives you to do more and do better. Describe your most competitive work situation in detail – why was it competitive, whether the company culture has a part to play in this competitive nature, if there were goals that had to be met, how you handled the competition, if you enjoyed it and if you were successful at it. Answer this question honestly - not every situation ahs to be the same degree of competitiveness so pick one that has a positive outcome – avoid choosing a situation where you did not enjoy or thrive in the competitive environment.
"My current role I am in is a sales role that is commission based only. All of the sales team stats are online and open for all to see across the nation. We constantly have daily, weekly, quarterly competitions and bonuses on who can sell more, and it's something that does, in fact, help me, and I do actually enjoy it. The competitions are really there to drive the company's growth in areas where we need to improve. For example, there was a month where we competed to see who could bring in the newest accounts."Rachelle's Answer
You give some excellent detail here! I have tweaked your answer to include a more confident statement and removed words like 'actually.'
"My current sales position is commission based only. All sales stats are online and open for all to see across the nation. We constantly have competitions and bonuses on who can sell more. I enjoy these, and they help me immensely. For example, last months' competition was to see who could sign on the highest amount of new accounts. I took this competition seriously and turned up my prospecting efforts. Even though I didn't win the competition, because I raised my prospecting efforts, I reaped the benefits in other areas the following month."Was this answer helpful? Yes or NoThank you, your vote helps us display the best answers.
Name something you did for someone that you did not have to do.
Think back to a specific example of when you went above and beyond. Preferably, this example should be from the workplace, whether you stayed late to help a co-worker or went above and beyond to make sure a customer had an excellent experience.
For example, “In my previous job, we had a situation where a customer was unhappy with the customer service specialist she was dealing with. I saw that my coworker was having a tough time so I stepped in to buffer the situation. I asked the customer what she needed help with and proceeded to work with my coworker to help her. By the end of it, she was extremely happy that we were so attentive and with the overall service she received.”
Describe your customer service experience.
This answer should be easy to answer. Think back to your past work experience and give the interviewer a detailed description of your customer service responsibilities at each of these positions. You want to give the interviewer a thorough idea of your customer service experience. Details are very important when answering this question. It is your chance to prove that you can handle the responsibilities of the job you are interviewing for.
If you answered inbound or made outbound calls, give the interviewer the average amount of calls you dealt with on a daily or weekly basis and describe what types of calls you were handling. If your customer service experience includes helping customers face-to-face, again provide measurable information, how many customers did you help on a daily or weekly basis, describe the manner you helped them in and what types of situations you dealt with.
How would you deal with an angry customer while you are busy completing tasks?
It is important to show that you can handle a difficult situation professionally and in a calm manner. Customer service is extremely important to the reputation of any company and you want to show that you can represent the company in the best way possible. You should also express that you would make it a priority to help the angry customer and to alleviate the situation.
Think back to your past work experience and if you’ve dealt with a situation like the one that is being presented to you through this question, use this real-life experience to answer the question. Give a detailed description of the situation: why the customer was angry, what steps you took to handle the situation and the outcome.
One important point you want to cover when answering this question is efficiency. You need to show that you are able to handle the angry customer quickly and efficiently and get back to completing your task quickly.
"Well, I would make it my priority to help the angry customer and alleviate the situation as efficiently and quickly as possible. There was a time when I got a call from a client saying my contractor and plumber is here on-site. I'm already paying them, but the product was never delivered, and now they can't do the job. So I quickly checked our database and inventory for the same product to see if we had it in stock, we had one left, but it was allocated to another client. But the good thing was that the client only needed it in a week. So I facilitated between my co-worker to order a new part to replace the clients he needed, and the clients' contractor to drive to the location to pick up the part they needed to get the job done. The client received the part on time and redirected the other part. It is important to show that you can handle a difficult situation professionally and calmly. Customer service is extremely important to the reputation of any company, and you want to show that you can represent the company in the best way possible. You should also express that you would make it a priority to help the angry customer and to alleviate the situation."Rachelle's Answer
Your creativity and quick thinking saved the day! Good job! My one recommendation would be to leave out any details that are not imperative to the story. This will help the interviewer to follow along. I have provided a revision below.
"I make it my priority to help angry customers right away to alleviate the situation as quickly as possible. While working, I received a call from a client that their job could not be completed because the contractor did not have the correct part. I quickly checked our inventory for the needed product. We had one left, but it was allocated to another client. Luckily, this client only needed it in a week, giving me time to re-order for their project. I was able to get the in-stock part delivered to the contractor so the job could be completed. It is important to show that you can handle a difficult situation professionally and calmly. Customer service is essential to the reputation of any company, and I want to represent my company in the best way possible."Was this answer helpful? Yes or NoThank you, your vote helps us display the best answers.
How do you define good customer service?
Providing good customer service is key to a good customer experience. It is important to be able to identify a customer’s needs and provide a positive outcome from the experience. You should list specific attributes that are essential to providing good customer service such as effective problem-solving skills, being able to answer questions about products/services, and having a positive and pleasant attitude. You should give an example of how you’ve used these skills to effectively assist a customer in the past and/or describe a time when you received excellent customer service and what made this particular experience pleasant.
"Customer service is reactive. Customer experience is proactive. So really important by identifying the customers' needs, doing so in a friendly and normal manner, as opposed to reading from a script. After identifying the customers needs, it's all about bridging the gap of the needs to the solution and doing so as effortless and painless as possible for the customer and in a way where it's most efficient for yourself as well, so you set your self up for success for all your customers."Rachelle's Answer
Awesome! You sound very passionate about customer service. I have tweaked your answer just a bit, to help with flow.
"Customer service is reactive and proactive. It is important to identify the customers' needs in a friendly and personalized manner, as opposed to reading from a script. After identifying the customers' needs, I bridge the gap in a way that is effortless for the customer, showing them how my products or services will relieve their pain point."Was this answer helpful? Yes or NoThank you, your vote helps us display the best answers.
How would you describe your work style?
Let the interviewer know that your work style is a good fit for this specific role. Look over the job description – it will give you a good idea of what type of work style the position asks for. Use this as a basis for describing your work style. Whether the job is looking for a team player, an independent worker, and a good verbal or email communicator, position yourself and your work style as the best fit for the job. Use past work experience to describe your work style – describe how you planned your day.
Describe a project or idea that was implemented primarily because of your efforts. What was your role? What was the outcome?
The role of a Customer Experience does involve management and problem-solving. This question is a great way for you to highlight these skills. Choose a specific example from your past work experience and explain in detail the project/idea, your involvement - whether it was your idea or you were part of a team who developed it and the outcome - this should be a project/idea that was successfully implemented but can still be a situation where you had to continue to problem solve. The interviewer knows that processes often have to be perfected through use so this is a great way to tie-in your problem-solving skills/abilities into this question. Highlight the value that this project/idea added to the company, whether it was in operations (customer service) or sales.
Describe a time where you had to receive coaching from a peer or manager.
Give the interviewer a vivid idea of the situation you are describing. Give details about why you received coaching, what your peer/manager said, what your reaction was and how you applied the advice. You should not choose a major incident from your past experience, use an example that was a minor issue you received coaching on. Through this answer, you should be able to convey that you are open to suggestions, receive them positively, not defensively and that you are willing to listen and apply changes to improve your work.
Think of a difficult situation where you had to make a critical decision on your own. What did the situation involve and how did you act to respond to it?
Show that you are an independent thinker but you still stick by the rules. Tell a story from your past work experience about how you were able to think critically and work with fellow team members and/or supervisors to come to the best conclusion for a difficult situation. Be detailed and use a situation where the outcome was positive – give the interviewer the full idea of the scenario – what was the difficult situation, what were your thoughts about it, how did you ensure you were taking the correct steps to respond to the situation, how did you collaborate with others, and what was the outcome of the situation – describe the final decision.
"One of my clients didn't see the results he wanted, so he called me wanting to cancel. So I tried getting the strategist on the phone by scheduling an appointment, but that strategist had just went on vacation. So I took it upon my self to analyze the numbers and concluded that we could cancel the current plan but move that money towards another budget for paid ads where he can see results quicker, which he was looking for."Rachelle's Answer
It sounds like you stepped into the role of the strategist flawlessly. Fantastic answer! Did the customer take your suggestion? How did it all turn out in the end?Was this answer helpful? Yes or NoThank you, your vote helps us display the best answers.
Describe the ideal company you want to work for.
Before going in for the interview, think about what an ideal workplace would be for you. Think about the type of environment you are looking to work in, the company size, company culture, etc. Express that this type of company allows you to do the best work. You should also do research on the company you are interviewing with and pick some points that resonate with you – you want to show that this is the type of company you want to work for. Learn about their company culture, mission statement, any outreach programs, growth projections, or any other information you can find. A great way to find information on how it is to work for the company and how they value their employees is by looking for HR or recruiting videos. Several companies create videos featuring employees with the purpose of using them to attract potential employees. Be sure to watch these videos and make note of certain points that stand out to you. This is a good way to show that you are a good match for the company and it is a good match for you.
What motivates you to work hard?
You should answer this question from a professional and personal perspective. Use your motivating factors to show that you strive to be successful in your career. Go a step further and describe what specific personal goals or factors motivate you to work hard. The interviewer wants to know that you are a driven individual and that you will be dedicated to being effective at your job to reach these goals.
For example, a professional goal of yours could be wanting to become a manager and personals goal could be sending your children to college or investing money in real estate.
What skills do you think are most critical to this job?
The answer to this question can be found in the job description. Hiring managers usually list skills they are looking for in applicants. Choose about three critical skills, ones that you are good at, and use these skills to answer the question. Elaborate on them by describing why these skills are so important to the role. Go on to explain that you have these skills and if your responsibilities from past job experiences are the same as that of the Customer Experience Specialist, explain how you have used these skills to be successful at those jobs. You can choose different skills from various jobs to highlight. For instance, you can choose customer service skills from ABC Company, problem-solving skills from XYZ Company, and multitasking skills from 123 Company.
Use three words to describe yourself.
The three words you choose should be strengths of yours. Describe positive attributes that will contribute to your success at being a Customer Experience Specialist for this company. Whether you are logical, a fast learner, enthusiastic, a team player, goal-oriented, hard working, or detail-oriented, describe in detail why the three attributes you chose are best suited to describe you. Correlate these traits to the workplace by giving examples of how you have used them to be successful in past jobs.
How are your communication skills?
Having the ability to communicate effectively is important to being a successful Customer Experience Specialist. Show that you are an effective communicator by describing how you communicate with coworkers, team members, and customers on a daily basis. Give the interviewer an idea of how you communicate your thoughts and opinions and of your listening skills. This is also your chance to show that you are a team player and that you know how to use communication to problem solve and help create the best customer experience possible.
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