MockQuestions

Customer Service Manager Mock Interview

To help you prepare for your Customer Service Manager interview, here are 30 interview questions and answer examples.

Customer Service Manager was written by and updated on February 26th, 2021. Learn more here.

Question 1 of 30

What has been your most quantifiable achievement as a Customer Service Manager, this year?

How to Answer

When the interviewer asks for a quantifiable achievement, they are looking for a precise response with measurable numbers and impact. Perhaps you have boosted employee retention in the past year, or maybe you have significantly increased customer satisfaction points. Talk to the hiring authority about your most significant achievement as a Customer Service Manager, offering up as much detail as possible.

Written by Rachelle Enns on February 26th, 2021

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List of 30 Customer Service Manager Interview Questions & Answers

  • Accomplishment

    1.

    What has been your most quantifiable achievement as a Customer Service Manager, this year?

      How to Answer

      When the interviewer asks for a quantifiable achievement, they are looking for a precise response with measurable numbers and impact. Perhaps you have boosted employee retention in the past year, or maybe you have significantly increased customer satisfaction points. Talk to the hiring authority about your most significant achievement as a Customer Service Manager, offering up as much detail as possible.

      Written by Rachelle Enns on February 26th, 2021

      1st Answer Example

      "I am very proud to say that, since taking over as the Customer Service Manager six months ago, my team has maintained a 96% satisfaction rating in the customer care department. Previously, the satisfaction rating was only 72%. I skyrocketed satisfaction numbers by re-engaging my team through small rewards, verbal recognition, and fun performance-based initiatives within the service department."

      Written by Rachelle Enns on February 26th, 2021

      Entry Level

      "My most quantifiable achievement, although not in a leadership function, was to digitize our customer files. Over the past sixteen months, I have been taking the information in our client files and properly inputting the information to ensure a seamless experience for our customers. Not only do we receive around 30% fewer customer complaints, but our productivity is up. Now, each customer service rep spends approximately 6 minutes with each customer as opposed to 10 minutes."

      Written by Rachelle Enns on February 26th, 2021

  • Behavioral

    2.

    What will you do if an employee is not meeting their goals?

      How to Answer

      The interviewer would like to know how you handle under-performing employees. Discuss how you treat employees who are not meeting targets and company expectations. Be sure to highlight your management style and overall approach when it comes to managing under-performing employees. You can achieve this by providing a story-based example of a time when you handled a situation with an underperforming team member.

      Written by Rachelle Enns on February 26th, 2021

      1st Answer Example

      "Individual coaching is a large component of my role as a customer service manager. I will find out what is preventing that associate from meeting their goals and work with them to overcome those challenges. Perhaps something is going on outside of work, or they did not receive training to feel properly equipped to exceed their goals. Once we identify those items, we will formulate and execute a plan to get them on track."

      Written by Rachelle Enns on February 26th, 2021

      Entry Level

      "If someone on my team is not living up to their expectations, I will have a chat with them before things become too far gone. I want to let them lead the conversation by asking, 'Why do you think I asked for some time today?' I believe this will help the person to open up about being disappointed for falling short of their goals and offer up suggestions on how they think they can improve."

      Written by Rachelle Enns on February 26th, 2021

  • Compatibility

    3.

    What type of employees do you find challenging to manage?

      How to Answer

      The interviewer would like to know more about the types of employees that you find challenging to manage. As a manager, you will guidea great variety of personality types throughout your career. Discuss with the interviewer the types of personalities that you find most challenging to manage, and why.

      Written by Rachelle Enns on February 26th, 2021

      1st Answer Example

      "Every employee brings their challenges and strengths to teams. It is difficult to manage associates who are disinterested or resistant to engagement with the team. Luckily I do not encounter this often. The people who I have led are motivated and hardworking."

      Written by Rachelle Enns on February 26th, 2021

      Entry Level

      "I believe that my biggest challenge would be the employee who has no interest in being a team player. I can handle almost any personality or quirk, but if you're not motivated to help the team for the greater good, this not only bothers me on a professional level but also, I find it quite hard to coach."

      Written by Rachelle Enns on February 26th, 2021

  • Compatibility

    4.

    Describe your management style, and how it will align well with our company's philosophy.

      How to Answer

      The hiring authority is looking for clues that you are the right fit for their organization in terms of customer culture and your management philosophy. With questions like this once, you must take the time to comb through the company website and learn everything you can about their mission and values. Be sure that your answer aligns nicely with the goals of the interviewing company.

      Written by Rachelle Enns on February 26th, 2021

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  • Critical Thinking

    5.

    As a manager, what do you think of when a team member says they do not like 'micromanagement'?

      How to Answer

      One often overused phrase from employees is 'I don't like micromanagement.' As a manager, you must be able to take phrases like this and unpack them, ensuring you and your team members are on the same page.

      Micromanagement is the practice of carefully observing or controlling the work of your employees or team members. Employees rarely look at micromanagement through a positive lens. Show the interviewer that you are capable of handling a conversation surrounding micromanagement.

      Written by Rachelle Enns on February 26th, 2021

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  • Critical Thinking

    6.

    When you are ready to promote a team member, what factors to you consider?

      How to Answer

      As a Customer Service Manager, you may have the authority to promote your top-performing team members. The interviewer wants to know that you are skilled when it comes to recognizing the accomplishments of others and discerning when that performance deserves a reward. Think back to the people you have promoted recently. Try to uncover common factors that made these employees successful.

      Written by Rachelle Enns on February 26th, 2021

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  • Customer Service

    7.

    How do you go about requesting feedback from your customers?

      How to Answer

      Some organizations do customer satisfaction surveys; some have forms on their website or send out short service-based questionnaires by email. Other companies do not collect insights at all. Talk to the interviewer about your desire to obtain customer feedback, and why it is critical to you and the success of your team. Be sure to mention the methods you have leveraged in the past, to collect valuable customer feedback.

      Written by Rachelle Enns on February 26th, 2021

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  • Customer Service

    8.

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

      How to Answer

      In a customer service focused role, you have likely come across some pretty crazy requests from customers! The interviewer is interested in knowing where you draw the line when it comes to outlandish claims or needs that you cannot deliver. Give an example of a time when you had to say no to a customer. Assure the interviewer that you are happy to accommodate anyone within reason.

      Written by Rachelle Enns on February 26th, 2021

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  • Customer Service

    9.

    What customer engagement strategy is the most rewarding for you?

      How to Answer

      Customer engagement means encouraging conversation, feedback, and shared experiences from your client base. Share with the interviewer the types of customer engagement you have experience in, and in which methods you prefer to train your staff.

      Written by Rachelle Enns on February 26th, 2021

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  • Customer Service

    10.

    How do you define good customer service?

      How to Answer

      Excellent customer service goes beyond doing as expected, and it's more than having a smile on your face when the customer is looking. Excellent customer service means that you actively seek out the opportunity to deliver more than the standard. It means thoroughly listening to your customers when they tell you what they need.

      Be sure to echo the jargon used on the company website and social media accounts when it comes to keywords related to their customer service mantra. Keep your answer brief, but ensure that it packs a punch.

      Written by Rachelle Enns on February 26th, 2021

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  • Customer Service

    11.

    What type of formal customer service training have you delivered?

      How to Answer

      The interviewer would like to know about any formal training you have delivered, related to customer service. This training could include a robust onboarding plan for your new customer service reps, any on-the-job training you provide, courses you enroll your team in, or even books that you give to your staff to help them grow professionally.

      Show the interviewer that you have an interest in bettering your customer service team, and yourself along the way. This question is a great time to ask the interviewer about their company-specific customer service training approach.

      Written by Rachelle Enns on February 26th, 2021

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  • Customer Service

    12.

    In your most recent position, what was the most common customer service issue you addressed?

      How to Answer

      When the hiring authority is aware of the types of service issues you commonly come across in your current role, they can more easily assess what you will be ready to handle in your upcoming position. Speak about the customer service issues that most often come across your desk, and what you do to repair disputes and improve customer service related scenarios in the future.

      Written by Rachelle Enns on February 26th, 2021

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  • Customer Service

    13.

    Tell me about the latest customer service approach you have implemented.

      How to Answer

      Today, customer service must go far past 'service with a smile.' Customers are demanding more out of their experiences and interactions. The hiring authority wants to see that you have inventive methods for implementing top-notch customer service initiatives. If you have not had the opportunity to implement any ideas, speak about ways you believe you could make an impact on customer service results, as a Customer Service Manager.

      Written by Rachelle Enns on February 26th, 2021

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  • Diligence

    14.

    Who do you look to for advice on customer service, leadership, and best business practices?

      How to Answer

      Every leader should have at least one stable influence that helps to guide their leadership approach. For you, as a Customer Service Manager, this could be a supervisor of the past or present, a business-minded author or influencer whom you admire, or someone who has mentored you along the way. Discuss who you look to for advice and influence, and mention at least one crucial thing you have learned from them in the past.

      Written by Rachelle Enns on February 26th, 2021

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  • Direct

    15.

    As a Customer Service Manager, you will be teaching and coaching on our organizations' culture. What do you know about our company culture?

      How to Answer

      The hiring authority wants to see that you have adequately researched their organization before your interview. Company culture and fit is a critical factor when considering a placement in management. Assure the interviewer that you have put thought, research, and consideration into how the company culture will work for you and how you will encourage a good vibe within your new team.

      Written by Rachelle Enns on February 26th, 2021

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  • Diversity

    16.

    When have you been a leader to a diverse group of people?

      How to Answer

      Diversity and inclusion are among the hottest topics in the workplace and company culture today. The hiring authority wants confirmation that you are accustomed to environments embracing a broad range of people. Show the interviewer that you have exposure working with or leading a diverse team of individuals. Assure the interviewer that you can handle an environment that offers diversity.

      Written by Rachelle Enns on February 26th, 2021

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  • Experience

    17.

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

      How to Answer

      This question is a simple one to answer if you have a good memory! Before your interview, you should jot down the names of all the software and programs that you have used in your current and previous roles. Be prepared to discuss the tools with which you are most experienced. Once you have this list, you can also add these details to your resume.

      Some of the most popular CRM's include:

      - Zoho
      - Oracle
      - HubSpot
      - Salesforce
      - NetSuite
      - Microsoft Dynamics

      Written by Rachelle Enns on February 26th, 2021

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  • Experience

    18.

    Have you ever helped to implement a significant company change in one of your past roles?

      How to Answer

      The interviewer would like to know that you can take initiative in the workplace and that you are happy being an engaged part of your company and team. Perhaps a new company policy was coming into place, and you helped to execute some changes. Maybe a new employee benefits program was introduced, or new software was implemented. In your example, be specific about what you did and the impact your actions had - whether short or long term.

      Written by Rachelle Enns on February 26th, 2021

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  • Experience

    19.

    What has made you ready for the responsibility of being a Customer Service Manager?

      How to Answer

      The interviewer would like to know that you feel ready for the responsibility of being a Customer Service Manager. Discuss with the interviewer all of the things you have done to prepare you for this opportunity. Be sure to draw out specific responsibilities from the company's job description for which you are particularly prepared.

      Written by Rachelle Enns on February 26th, 2021

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  • Job Satisfaction

    20.

    What tools do you and your team need to deliver excellent customer service?

      How to Answer

      The interviewer would like to set you up for success, should you be the successful candidate. You could use many tools to excel in your job but remember - the most vital tools you have are an excellent attitude and the support of an enthusiastic team. Discuss with the interviewer what you think you will need to deliver exceptional service to their clients.

      Written by Rachelle Enns on February 26th, 2021

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  • Job Satisfaction

    21.

    What is your favorite aspect of being a leader?

      How to Answer

      It's time to show the hiring authority that you have a genuine passion for leadership! Perhaps you are a people person who loves to motivate and encourage your team members. Maybe you enjoy helping others identify their strengths. Chances are, you thrive on assisting others to work towards accomplishing their professional goals. Whatever you enjoy most, be sure to tell the interviewer that you plan to be a passionate customer service leader within their organization.

      Written by Rachelle Enns on February 26th, 2021

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  • Leadership

    22.

    What characteristics or events do you believe have contributed towards your success as a leader?

      How to Answer

      It's one thing to be successful as a manager, but it's another to be aware of what creates your success, ensuring that you can repeat the process. The interviewer wants to know why you think that you are a successful leader. Talk to the interviewer about the variety of factors that you think have to lead you to your success so far.

      Written by Rachelle Enns on February 26th, 2021

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  • Leadership

    23.

    What type of rewards and recognition programs have you initiated in your management career?

      How to Answer

      Recognition and reward can mean many different things in the workplace. As a Customer Service Manager, perhaps you offer your team verbal praise, bonus incentives, written recommendations, or promotion opportunities. Talk about any rewards or forms of recognition you have initiated with your employees. Be sure to speak about the positive results that your initiatives have generated, as well!

      Written by Rachelle Enns on February 26th, 2021

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  • Leadership

    24.

    How do you empower your staff to meet customer demands?

      How to Answer

      There are many ways you can empower your staff to meet and exceed the demands of your customers. This empowerment often starts with their training and onboarding program. As a Customer Service Manager, be sure to share results of customer feedback, give your employees a say in how to handle certain service disputes, and ensure that everyone is well-trained in the art of customer dispute management.

      Discuss with the hiring authority how you empower your staff in your current or most recent role. If you are new to a management function, use your instinct, and lean on times when you felt empowered by your manager in the past.

      Written by Rachelle Enns on February 26th, 2021

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  • Management

    25.

    How do you go about requesting team members to offer overtime, work holidays, or be available on weekends?

      How to Answer

      As a manager, it can be challenging to build a team environment where staff members are eager and willing to work harder to ensure the entire teams' success. The hiring authority wants to know your style and approach to conversations surrounding requests such as overtime, or working weekends and holidays.

      Written by Rachelle Enns on February 26th, 2021

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  • Management

    26.

    What attributes do you look for when hiring new customer service representatives?

      How to Answer

      As a Customer Service Manager, maybe you look for patience, a willingness to learn, kindness, or self-control in those you hire. Talk to the interviewer about what you believe to be the most important attributes when hiring customer service team members. Be sure also to explain your reasoning.

      Written by Rachelle Enns on February 26th, 2021

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  • Management

    27.

    What is your favorite management tool, and how does it help you to achieve your goals?

      How to Answer

      There are a plethora of management tools available in customer service today. The hiring authority wants to see that you are in-the-know when it comes to the tools available to you. The interviewer is also interested in knowing if you are tech-savvy and if you embrace these tools. Before your interview, try to find out which tools the hiring company leans on the most. Discuss your level of knowledge in these tools, or your willingness to learn.

      Written by Rachelle Enns on February 26th, 2021

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  • Problem Solving

    28.

    What is the biggest challenge your current team faces, and what are you doing to alleviate the situation?

      How to Answer

      This question will reveal to the hiring authority exactly how you react in the face of a challenge, and the type of action that you feel is appropriate as a Customer Service Manager. The query will also give the interviewer a solid idea of the kind of challenges you face in your current position. Take the time to walk the interviewer through a recent problem your team has encountered. Be sure to include details on the action that you took and include the resolution.

      Written by Rachelle Enns on February 26th, 2021

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  • Problem Solving

    29.

    Talk about the last time you managed a conflict between two team members.

      How to Answer

      This 'tell me about a time' question will require a specific answer from you, so be prepared to tell an engaging story! Focus on any internal conflict you have encountered on your team. Be sure to set the stage of your account, discuss the action you took, what you did to resolve the situation, and the overall outcome.

      Written by Rachelle Enns on February 26th, 2021

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  • Teamwork

    30.

    How would you describe the culture of your current team?

      How to Answer

      Perhaps your current team is highly collaborative, they have a healthy air of competition, or they are eager for new knowledge. In just a few words, paint a picture for the interviewer of the type of team you have created as a Customer Service Manager. Be prepared to discuss the action you took to get your team to where they are today and mention the positive impact this culture has had on your teams' performance.

      Written by Rachelle Enns on February 26th, 2021

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