Customer Representative Mock Interview

Practice 26 Customer Representative interview questions covering conflict resolution, communication skills, and service scenarios.

Question 16 of 26

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

How to Answer
Example Answer
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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.

"At my previous job at a call center, I employed a certain strategy to get back clients. Using data from exit surveys and follow-up calls, I'd determine what made the customer cancel their subscription. I'd then get in touch with the customer again and promote the aspect of the product they were looking for e.g. upgrades, discounts, new features."

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Anonymous Answer

My experience does not include turning cancellations back into customers due to the nature of my specific jobs. My experience is in manufacturing, travel, and unemployment, which don't involve cancellations.

Amanda's Feedback

I like how you answered the question directly and explained why you don't have experience in this area.

Anonymous Answer

In my previous role, as part of our reinstatement strategy, I spooled out the list of customers who had not renewed their policies in the last two years. There was an interesting case of a client who was a regular with us but had not renewed in a while, I probed further and decided to give him a call. From the call, I discovered that the client was not particularly happy with the rates charged, coupled with the fact that he had been loyal to us for a while, I escalated this finding to my line manager and got approval for reduced rates, and he got an extra concession for any referral made. This was communicated to the client and he was excited. He immediately made a payment on the new rates and his policy was reinstated.

Stephanie's Feedback

This is an excellent specific example! You do a great job of showing the steps you took to regain this customer's support and trust. You make a very compelling case for exceptional customer service!

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26Customer Representative Interview Questions & Answers

1.Why do you want a job in customer service?

2.What experiences do you have in customer service?

Customer Representative Mock Interview

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

26Customer Representative Interview Questions & Answers

1.Why do you want a job in customer service?

2.What experiences do you have in customer service?

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

4.Describe a situation when you had a negative customer reaction?

5.Do you tend to give into customer complaints?

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

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

8.Did you miss any days at work last year?

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

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

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

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

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

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

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

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

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

18.Why are you the best fit for this job?

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

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

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

22.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.

23.How would you define really great customer support?

24.When have you provided excellent customer support?

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

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