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Top 25 Customer Service Interview Questions

Question 1 of 25
Why do you want a job in customer service?
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Question 2 of 25
How would you define really great customer support?
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"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. Next, give the customer what they need with a good attitude. Always work to exceed expectations when you can!"
"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. Next, give the customer what they need with a good attitude. Always work to exceed expectations when you can!" Give a definition that shows you understand customer service and what it means to go above and beyond. You can also give a specific example of a time you gave excellent customer service!
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Question 3 of 25
If a customer says you are taking too long to solve the issue, what do you do?
Professional Answers Preview
"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."
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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Question 4 of 25
Why are you the best fit for this job?
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"I feel that I am the strongest candidate for the job because I bring everything that you are looking for in your next employee. In addition to possessing these qualities, I have an excellent track record as a customer service representative which gives me a running start at this job."
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.
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Question 5 of 25
After three months on the job, where do you see your performance being?
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Question 6 of 25
Being in customer service is not the most exciting career, how would you make it fun?
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Question 7 of 25
We expect our employees to answer phone calls throughout the day and log 4 hours of call time, can you handle that?
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Question 8 of 25
Describe a situation when you had a negative customer reaction?
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Question 9 of 25
Give me an example of when you made a customer really unhappy?
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Question 10 of 25
Give me an example of when you pleased a customer very much?
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Question 11 of 25
What did you like most about your previous customer service position?
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Question 12 of 25
What experiences do you have in customer service?
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Question 13 of 25
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.
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Question 14 of 25
What in the past demonstrates your ability to handle customer complaints?
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Question 15 of 25
When have you provided excellent customer support?
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Question 16 of 25
How do you respond when you do not know the answer to a question?
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Question 17 of 25
If a customer demands to speak to a manager, what do you do?
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Question 18 of 25
Did you miss any days at work last year?
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Question 19 of 25
Do you tend to give into customer complaints?
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Question 20 of 25
What past experiences do you have turning cancellations back into customers?
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Question 21 of 25
Would you lie to a customer if it was best for the company?
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Question 22 of 25
If a major product was recalled and our call center employees had to stay overtime, how would you react?
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Question 23 of 25
Give me an example, outside of a call center, where you have pleased a customer?
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Question 24 of 25
Have you ever called off work when you really could have went?
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Question 25 of 25
In what ways could you improve as a customer service agent?
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User-Submitted Interview Answers

Question 1 of 25
Why do you want a job in customer service?
User-Submitted Answers
1.
For the interaction with a variety of people and for the challenge in solving issues and and feeling good about pleasing the customer.
2.
I enjoy connecting with people and I believe I have the neccesaary requirements such as great interpersonal skills, I am able to communicate effectively, I am not easily angered that is I am able to remain calm and professional in difficult situations. Customer Service is definitly an area that I can make a difference in.
3.
I feel comfortable talking with people in public.
4.
I would like to change to different things.
5.
I would like to work as customer service as I like meeting different kind of people from different culture.
6.
I have experience in merchandising. Customer adviser I am good with customers.
7.
I enjoy interacting with and helping others.
8.
Because I like helping others.
9.
I love helping people and providing them with the right answers at the right time.
Question 2 of 25
How would you define really great customer support?
User-Submitted Answers
1.
Keeping the customer happy is the most important thing. Being polite, patient and giving them attention. You can throw in compliments from time to time customers definitely like that.
2.
Providind professional and helpful high quality assistance.
3.
Listen carefully and tram customer well.
4.
I apologies for him and tell him that I working for his issue and communicate with concerned team to resolve the problem.
5.
Understanding the customer needs and being polite and courteous.
6.
A great customer support is to provide customer satisfaction and exceed the customers expectations. Also being friendly, respectful to customers.
7.
Going above and beyond for the customer and making sure you work efficiently and that you remain polite at all times.
8.
Empathize, acknowledge, and assist to the extent possble.
9.
When you keep the customer satisfaction before and after the purchasing, as well as you can find the solution for customer complaints and problems with promptly.
Question 3 of 25
If a customer says you are taking too long to solve the issue, what do you do?
User-Submitted Answers
1.
I would apologize and explain the reason for delay.
2.
Explain that you are fixing the issues.
3.
I apologies for him and tell him that I working for his issue and communicate with concerned team to resolve the problem.
4.
Apologise and explain the reasons why it may be taking longer to resolve the issue and that you aim to keep the customer up to date on progress.
5.
I would apologize to the customer and explain the reason why I am taking too long.
6.
Apologised and explain to them why the process is taking longer than they predicted.
7.
Apologize for the inconvenience and assure that you are trying your best to solve the issue.
8.
I so sorry, if you prefer cut me off now and I will call you later and give the right solution for your problem.
9.
Advise them that I want to make sure their query is fully resolved.
Question 4 of 25
Why are you the best fit for this job?
User-Submitted Answers
1.
I work hard and regular worker.
2.
I have experience in cosmetoloyg servicing customers hair and skins.
3.
I am the best fit because I have a wealth of knowledge in customer service. I am dedicating to providing excellent Customer Service, and resolving customer issues.
4.
Like helping people solve their problems.
5.
Because I have the skills that you'll need that can strongly contribute to your company goals.
6.
I had recently been in the same situation as a woman expecting a child, and have had a child. I understand the lack of certainty when buying products and can sympathise with concerns to do with pregnancy and their unborn child or their living children. Studying for the early years care and education course means that I can draw on what I have read in books or learnt through volunteering for a friend as a baby sitter.
7.
I have experience dealing with various customer levels and various difficulty levels.
8.
My customer service skills.
9.
Good communication skills.
10.
I enjoy working in a team environment, I feel I have very good communication skills (both verbal and written), I am dedicated and very hard working.
11.
Because my experience and career are suitable with the job position and also I´m very passionate for the customer service.
Question 5 of 25
After three months on the job, where do you see your performance being?
User-Submitted Answers
1.
Three months from now I see myself growing with the company.
2.
50 % there knowlege wise, I feel it usualy takes 6 to 12 months to be fully experienced.
3.
I see my experience in Customer Service growing and the knowledge of the company allowing me to excel within my position.
4.
Able to navigate the call system successfully. Able to handle the calls I am expected to handle.
5.
Intermediadte. I am a fast learnee.
6.
Comfortable and able to take on more challenging work.
7.
I can see my performance growing up, therefore my training and the good service mentality that I have.
Question 6 of 25
Being in customer service is not the most exciting career, how would you make it fun?
User-Submitted Answers
1.
I would make it fun by building relationships with my coworkers and clients. I also bring a positive energy to work wih me.
2.
Evironment is crucial, I always try to stay positive and encourage others in a positive way also.
3.
Likes talking to people and enjoys it even if over the phone, you can add in a bit of humor to a conversation, rapport building, personality shines through.
4.
Customer Service is an exciting job, when you love what you do, it is not a job. And this is what I love to do.
5.
By seeing how many people I can help daily.
6.
I think it's all about the interaction with each customer.
7.
Always smile love what you are doing.
Question 7 of 25
We expect our employees to answer phone calls throughout the day and log 4 hours of call time, can you handle that?
User-Submitted Answers
1.
Yes, is there protocol as to which 4 hours...2 in the morning, 2 in the afternoon, or would it be my discretion, so long as I had 4 at the days end.
2.
Yes I can handle the 4 hour call your requiring me to do so..
3.
Have been handling that before, 5-10 min and calls at TK maxx, would call and email clients.
4.
I can handle all of the daily tasks that I will be assigned.
5.
Yes, in my previous position, we had AHT which I was able meet through out my time at my previous employer.
6.
I don't see logging enough hours as an issue.
7.
Yes, so do I, because I really capable do that I like to work hard to attain the company aims.
Question 8 of 25
Describe a situation when you had a negative customer reaction?
User-Submitted Answers
1.
It was when benefits were denied. you have to be patient, a good listener and identify with their frustrations and indicate that you wish you could change the circumstances, however with the information provided and the policy guidelines clearly written, there is no alternative but to deny the claim.
2.
All options offered to a customer were not satisfactory.
3.
While working at yellow cab, I had a customer that waited for 2 hours for a cab, which caused her to miss her appointment and she was very angry.
4.
Recently a client was no happy with the turn around time for a project that a colleague was struggling with. I jumped in and got their project completed in the quickest turn around time possible.
Question 9 of 25
Give me an example of when you made a customer really unhappy?
User-Submitted Answers
1.
I had to tell a parent that was enrolling a student that there was no longer space in the program for her child. I was able to offer alternate options for the parent to atleast calm her down.
2.
During the holidays I had a guest ask me to bring her order of 10 turkeys that she was promised to be on hold for her. I was not informed about this. I apologized to her and asked to be patient while I gather them for her for they were not on hold. I came back with them. I did not blame anyone to dismiss myself. Thanked her for her paientience and helped her to her car with her items.
3.
Not providing exemptional service.
Question 10 of 25
Give me an example of when you pleased a customer very much?
User-Submitted Answers
1.
There was a time where a customer had faxed in documents, and we were unable to locate them. I provided the customer my direct number and extension and told her that I will personally follow this matter to ensure that we received he document and follow up with her.
2.
Customer was late on payment occurred late fees on account. was able to remove late fees and interest because customer had been in hospital. customer very grateful.
Question 11 of 25
What did you like most about your previous customer service position?
User-Submitted Answers
1.
Conversing with people, accepting the challenge and solving the issue.
2.
I enjoyed helping customers. When they would call stressed about not being able to pay a bill and I could help them with payment arrangements.
3.
Least about cust ser position.
4.
I love the position in general. I enjoy working with customers directly and was not micro managed, which gave me free will to complete my job and satisfy the customers needs.
5.
I liked the feeling of being able to help someone and make their day a little better.
6.
It was a very comfortable setting. I got a long very well with my coworkers and shift managers. When I was confused not sure how to assist a guest I would.
7.
Fulfilling the needs, concerns, and questions of the customers.
8.
Delivering exemptional customer service.
Question 12 of 25
What experiences do you have in customer service?
User-Submitted Answers
1.
I have experience in customer service in both retail and transportation.
Question 13 of 25
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.
User-Submitted Answers
1.
There was an error in the inventory count online and had a customer travel several cities expecting a piece of furniture. I asked if she was open to a piece similar and she declined.
Question 14 of 25
What in the past demonstrates your ability to handle customer complaints?
User-Submitted Answers
1.
I resolved many customer complaints at Value City Furniture.
2.
I will try to help a customer in good manner.
3.
Inwas able to rectify the problem.
Question 15 of 25
When have you provided excellent customer support?
Question 16 of 25
How do you respond when you do not know the answer to a question?
User-Submitted Answers
1.
I try my very best to find somebody who is more knowledgable of the topic to explain to me and come back to asist them.
2.
I tell customer that I dont have enoughinformation and I will get back to her with an answer.
Question 17 of 25
If a customer demands to speak to a manager, what do you do?
User-Submitted Answers
1.
I will find out if it is something I need to help before refering him or her to my manager.
2.
Offer to help first by saying can I ask what it's in reference to so I can direct you to the most effective person.
3.
I will try to see f it is an issue that could be solved myself. If not, I will contact my manager right away.
4.
I give phone to the manager.
Question 18 of 25
Did you miss any days at work last year?
User-Submitted Answers
1.
I did not miss any days at work last year, also I did not work last year.
Question 19 of 25
Do you tend to give into customer complaints?
User-Submitted Answers
1.
I never give in to customers complaints; however I do listen and try to find the best solution for the customer.
2.
If the complaint is legitimate.
3.
I take the complaints in stride and thank them for sharing with me.
Question 20 of 25
What past experiences do you have turning cancellations back into customers?
User-Submitted Answers
1.
Furniture delays, return delivery fee.
2.
Taking off fees on cards making customers happy.
Question 21 of 25
Would you lie to a customer if it was best for the company?
Question 22 of 25
If a major product was recalled and our call center employees had to stay overtime, how would you react?
User-Submitted Answers
1.
Stay and try to keep up moral.
2.
I would have to adjust my schedule and take on the task that has been given to me.
3.
I would not react negatively for time is of the essence to safely remove them.
Question 23 of 25
Give me an example, outside of a call center, where you have pleased a customer?
User-Submitted Answers
1.
I had a particular distressed guest who was dissatisfied with our stock I allowed her to vent to me and asked her for any alternates she would like.
Question 24 of 25
Have you ever called off work when you really could have went?
Question 25 of 25
In what ways could you improve as a customer service agent?

About Customer Service

August 17th, 2017

A Customer Service interview could be for a number of careers. The most common interviews that feature customer service interview questions are call center careers, retail workers, restaurant workers, entertainment industries like movie theaters, various government positions that require public interaction, bank teller careers, amusement park employees and more. Any job where you anticipate having interaction with customers or the public, you should be prepared to answer for these common customer service interview questions:

1. When have you delivered excellent customer service?

2. When have you turned an ugly customer experience into a positive one?

3. Why is customer service important for our business and the customers?

4. If you saw an employee mistreat a customer, what would you do?

5. If a customer asks you a question to which you do not know the answer, is it better to make an answer up or tell the customer you don't have an answer?

6. When have you helped a customer with a disability?

7. When have you gone out of your way to deliver excellent customer support?

8. If a customer was obviously lying about their experience at our establishment to receive something for free, what would you do?

Those are some simple customer service interview questions that you should prepare to answer. For a longer list of interview questions, keep browsing our Customer Service page at Mockquestions.com

Print all Customer Service Interview Questions