MockQuestions

Customer Representative Mock Interview

To help you prepare for your Customer Representative interview, here are 26 interview questions and answer examples.

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Question 1 of 26

Would you lie to a customer if it was best for the company?

How to Answer

This is a tricky question. You do not want to be automatically tagged as dishonest however; in the customer service industry, some companies have policies in place to prevent unauthorized release of information. A safe answer would go like this, "As long as I am in accordance with company and legal guidelines, I would do what is best for the company and try to effectively solve any issues that may arise."

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List of 26 Customer Representative Interview Questions & Answers

  • 1.

    Would you lie to a customer if it was best for the company?

      How to Answer

      This is a tricky question. You do not want to be automatically tagged as dishonest however; in the customer service industry, some companies have policies in place to prevent unauthorized release of information. A safe answer would go like this, "As long as I am in accordance with company and legal guidelines, I would do what is best for the company and try to effectively solve any issues that may arise."

      1st Answer Example

      "As long as I am in accordance with company and legal guidelines, I would do what is best for the company and try to effectively solve any issues that may arise."

      Community Answer

      "I would stick to company policy and legal guidelines while still doing my best to assist the customer."

      Written by an Anonymous User

      Amanda Knight

      Our Professional Interview Coach
      Amanda Knight Reviewed the Above Answer

      I see where you are headed with this response. You've done a good job keeping your response positive. This question is a good opportunity to emphasize your personal integrity and desire to conduct yourself according to corporate and legal guidelines.

  • 2.

    Describe for me a time when you failed at customer service.

      How to Answer

      Everyone has had a situation in which a customer service interaction did not go as planned. Try to think of a situation that isn't too severe or the consequences weren't vast. If you tell the interviewer, you have never had a poor experience with a customer, then chances are you are not telling the truth.

      Here is an interview answer example: "At my last role, I was an usher at a local movie theatre and a customer complained that the picture wasn't in the correct screen ratio for the previews. The movie started at the point when they came to complain, so I apologized and rushed upstairs to the projector room to correct the issue. Later on, they complained to corporate and said I should have done more. I agreed, I should have stayed after the movie ended and apologized again to the patron and if they were still unhappy offered them free tickets to their next visit."

      1st Answer Example

      "At my last role, I was an usher at a local movie theatre and a customer complained that the picture wasn't in the correct screen ratio for the previews. The movie started at the point when they came to complain, so I apologized and rushed upstairs to the projector room to correct the issue. Later on, they complained to corporate and said I should have done more. I agreed, I should have stayed after the movie ended and apologized again to the patron and if they were still unhappy offered them free tickets to their next visit."

  • 3.

    In what ways could you improve as a customer service agent?

      How to Answer

      Being self-aware is not a trait everyone possesses. The recruiter would be happy to know that you're conscious of both your strengths and areas for improvement Also, it doesn't hurt to show that you've already thought of how to do better. Try to avoid, not saying there isn't room for improvement as that will look unfavorable towards yourself.

      1st Answer Example

      "I'd use every opportunity I have to obtain customer feedback. Using the data, I'd be able to address issues faster and anticipate customer needs. I'd like to get to the point where I can predict what the customer needs/wants and provide the service or support immediately."

      2nd Answer Example

      "I think I am always able to improve. At my last position, we were able to listen to recordings of our customer interactions. This helped tremendously as I was able to see how my tone was with each customer. I was able to improve upon that greatly, but I still think there is room for improvement there."

      Community Answer

      "There is always room for improvement, I have found in the past that listening to some of my calls has helped me see how my tone affects a customer's reaction, this has helped a lot with call management."

      Written by an Anonymous User

      Amanda Knight

      Our Professional Interview Coach
      Amanda Knight Reviewed the Above Answer

      I like how you acknowledge that there is always room for improvement no matter how skilled you may be. You can build on this answer by sharing about a specific conflict resolution technique or communication skill you would like to continue improving by reviewing customer feedback or recorded calls.

  • 4.

    When have you provided excellent customer support?

      How to Answer

      Come prepared with a few examples where you have provided excellent customer support and be prepared to give them to the interviewer. Almost all interviewers will ask a form of this question throughout your interview. They may even ask this question in multiple ways, so it's good to have a few examples to provide for the interviewer.

      Here is an interview answer example: "A customer had called, asking about one of our products. After I described the product to her, I then proceeded to locate a store nearest to her location. I checked if there was stock available and let her know who to look for at the store. The customer thanked me gladly for going the extra mile for her convenience."

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  • 5.

    How would you define really great customer support?

      How to Answer

      The interviewer wants to know you understand basic customer service. This is a great time to exceed any interviewers expectations by giving a great definition of customer service. Display how you understand customer service and what it means to go above and beyond for the customer. You can also give a specific example of a time you gave excellent customer service!

      Here is an interview answer example: "Identifying the customer's needs is the first step to great customer service. Once I understand their needs and wants, I can assist them much better. Once I know I can assist a customer, I do so with a positive attitude. I always want to exceed a customers expectation when I can!"

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  • 6.

    Tell me about a time when you turned around a situation wherein a customer that was angry became a customer that was very happy with the results.

      How to Answer

      Not every customer interaction turns out to be a success, but most of them should be. You should have plenty of success stories to share with the interviewer.

      Here is an interview answer example: "I had once encountered a very angry customer who called about a defective product. My response went like this: 'I'm so sorry about that, that's very disappointing! We always make sure our products arrive correctly so I would be happy to send you a new one!'. The customer was glad that their concern was addressed as soon as possible."

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  • 7.

    If a customer says you are taking too long to solve the issue, what do you do?

      How to Answer

      Sometimes, the delay in providing service isn't even your fault. It could be the fault of the system, the IT guys, phone issues, etc. It's how you respond to the customer that's a point of issue for the recruiter. Your answer could go like this, "First of all, I'd ensure the customer that their concern had been addressed promptly. Aside from issuing a sincere apology, I'd also do my best to explain the reason for delay. To make the customer feel that they are a priority, I'd give them updates every now and then regarding their request."

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  • 8.

    How do you respond when you do not know the answer to a question?

      How to Answer

      Nobody's perfect and nobody knows the answer to every question. Of course, tell the recruiter that you'd do your best to master info relevant to your role, but for the instances that you're not ready with an answer, you'd take responsibility. Also, you will seek out the correct information for the customer but you may have to consult with management or a technical specialist.

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  • 9.

    If a customer demands to speak to a manager, what do you do?

      How to Answer

      This could happen to anyone, and it doesn't necessarily mean that you've done something wrong. However, your manager's time shouldn't be wasted with petty concerns, so make sure you've done everything on your level before escalation. A good answer would go like this, "Before forwarding any concerns to management, I'd make sure first that I did my best to solve the issue on my level. I'd apologize to the customer if he/she was not satisfied before escalating the situation to my boss."

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  • 10.

    Why are you the best fit for this job?

      How to Answer

      This is a great time to match the qualities that you have with the qualities they have requested in their job posting or internal job description. If you haven't done so already, re-read the job description and requirements with the job posting you applied to. If the job posting has comments like, 'Must be a great communicator'. You will want to talk about your communication skills with the interviewer.

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  • 11.

    Where do you expect your performance to be after three months on the job?

      How to Answer

      Usually, a lot of time, effort, and resources are put into training new hires. Most likely, the recruiter is trying to determine if you're worth all the fuss. Your answer should show that you'd be an asset to the team, not a liability.

      "I've always been a quick learner, so one month is good enough for me to learn the ropes. I believe in giving my all in whatever I do so I can assure that you that I'll be at my best at my third month."

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  • 12.

    What past experiences do you have turning cancellations back into customers?

      How to Answer

      The recruiter is looking for someone who'd be a great addition to the organization not only by producing results but also by increasing its client base. Having an excellent track record for reeling in lost customers will give you an edge.

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  • 13.

    Being in customer service is not the most exciting career, how would you make it fun?

      How to Answer

      This can be a trick question, as the interviewer may be testing you, whether you respond in agreement or disagreement. You don't see your role as boring, you've got the right mindset! Show the recruiter that your job's not a chore for you and that you actually enjoy what you're doing.

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  • 14.

    Why do you want a job in customer service?

      How to Answer

      The interviewer wants to know why you've chosen this career as that could be an indicator of your dedication to the job. Your answer should be a display of your passion in helping customers.

      Here is an interview answer example: "I really enjoy the interaction with people and find no problem answering even the most trivial questions. I get a deep sense of satisfaction when solving problems or helping customers out in one way or another. I've always been a social and outgoing person so a job that lets me talk to and help people is perfect for me."

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  • 15.

    We expect our employees to answer phone calls throughout the day and log 4 hours of call time, can you handle that?

      How to Answer

      You should be able to convince the recruiter that you're the best fit for the job by being confident about your ability to handle all aspects of the job; including stressful situations and unexpected problems. Answer with conviction!

      "Absolutely, I'm confident that I'd be able to handle all the tasks assigned to me."

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  • 16.

    If a major product was recalled and our call center employees had to stay overtime, how would you react?

      How to Answer

      The recruiter is trying to gauge your flexibility and dedication to the job. Be honest about your stance on work-life balance, but keep in mind that you need to prove your worth at this point, as long as conditions are reasonable of course.

      Here is an interview answer example: "I'm reasonably flexible and if business needs are such that it would be necessary for me to worker longer hours then I would certainly be prepared to do so."

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  • 17.

    Give me an example, outside of a call center, where you have pleased a customer?

      How to Answer

      If you're good at your job even outside of your normal work environment, that's a big deal. It shows that you're consistently a great worker and lets the recruiter know that you're sincere about providing service to customers. Your example could be from your internship, a part time job, or simply you helping out.

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  • 18.

    What did you like most about your previous customer service position?

      How to Answer

      If an interviewer asks this question, this is a great opportunity to discuss how impactful your previous work with customer service was. I would recommend avoiding an answer that highlights company perks and focus your answer on why the position was great because of the interactions you had.

      Here is an interview answer example: "Customers called in with a technical issue, and within my department, we were typically able to fix the customers problem right then and there! It was a pleasure making a customer's day just by doing my job."

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  • 19.

    Have you ever called off work when you really could have went?

      How to Answer

      This is not a trick question. The interviewer is checking if you're honest and if you have attendance issues. If you have skipped work when you could have gone in, you may want to give an answer that deflects the question a bit by saying, 'I did miss work last year for a day, when my friend's parent passed away, I took a day off just to spend time with them a week or so after their passing.'

      Here is an interview answer example: "No, I believe that honesty is essential for great working relationships. If and when I really have an urgent and legitimate reason to not come to work, I'll immediately notify my supervisor."

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  • 20.

    Did you miss any days at work last year?

      How to Answer

      If you truly haven't, tell the recruiter so and add that you believe in an excellent work ethic which is why you avoid absences as much as possible. If you have, then let the interviewer know that it was only because of a legitimate reason.

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  • 21.

    Give me an example of when you pleased a customer very much?

      How to Answer

      You should be prepared to give an answer to this question in any job interview that has customer interactions. Your answer should be able to highlight your skills and personality. Think of an instance or experience you've had with a customer that would make you stand out from the crowd.

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  • 22.

    Give me an example of when you made a customer really unhappy?

      How to Answer

      Relay the story to the recruiter without putting the blame on the customer. Acknowledge whatever mistakes you made but highlight the steps you took to fix the situation. The recruiter wants to know that you're capable of owning up to your mistakes and patching up a bad situation.

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  • 23.

    Do you tend to give into customer complaints?

      How to Answer

      While it's important to keep customers happy, giving in to a complaint could be detrimental to the company. Show the interviewer that you can be firm but still accommodating. You will want to mention your understanding of company guidelines and policies, and how you adhere to them when giving customer support.

      Here is an interview answer example: "What I do is I listen attentively to the customer's complaint and reassure them that the company will look into it. At my level, I cannot confirm resolution of the problem but I can let the customer feel that their concerns will be addressed promptly."

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  • 24.

    Describe a situation when you had a negative customer reaction?

      How to Answer

      Let the recruiter know that despite the negative reaction, you had worked the situation around. Everybody has bad days, what's important is the way you react to the problem.

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  • 25.

    What in the past demonstrates your ability to handle customer complaints?

      How to Answer

      You need to show the interviewer or recruiter that you're capable of fixing sticky situations. Your ability to successfully handle difficult customers will give you an edge. Explain how you'd handle such situations and relate it to your past experiences.

      Here is an interview answer example: "At my previous job as a call agent, I had handled a lot of impatient and frustrated customers. One of the important things I learned is that showing empathy to the customer's situation does wonders. Having the right and positive attitude goes a long way in calming down customers and keeping them satisfied with the service I've provided."

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  • 26.

    What experiences do you have in customer service?

      How to Answer

      Your response should be relevant and direct to the point. The interviewer is asking for experiences applicable to the job you're applying to. Collect your thoughts before answering to avoid mentioning unnecessary information.

      Here is an interview answer example: "I have a total of 3 years experience dealing with customers. I worked as a receptionist in a clinic for 2 years setting up appointments and maintaining patient records. I was also employed at an inbound call center for a year, my job was to set up customer accounts and verify information. Both jobs have honed my communication and organization skills, as well as my patience and attentiveness to customers."

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