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Customer Experience Specialist Interview
Questions

17 Questions and Answers by Rachelle Enns

Updated August 30th, 2018 | Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
Question 1 of 17
What are is your greatest weakness and what are you doing to improve on it?
View Answer
How to Answer
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.
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1.
What are is your greatest weakness and what are you doing to improve on it?
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.
Anonymous Answer
"Something that I am currently looking to improve is my proficiency in programming or coding. It's something where I am at a beginner level or introductory level, but it's something that I really want to work on to get better doing. So I've taken classes online on code academy, like HTML, CSS, and JavaScript, and I've even looked into joining a Bootcamp."
Rachelle's Answer
You are taking some excellent action steps! I recommend rewording your answer to sound more confident. I have provided an example below.
"I want to improve my proficiency in programming and coding. Currently, I am at a beginner level, but I plan to become better. I've taken online coursework, including classes on HTML, CSS, and JavaScript. I currently have my eye on a coding boot camp."
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Anonymous Answer
"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.
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2.
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.
Anonymous Answer
"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."
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3.
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.”
4.
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.
5.
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.
Anonymous Answer
"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."
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