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Top 20 customer service interview questions and answers

Top 20 customer service interview questions and answers






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  • Full Name Full Name Comment goes here.
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  • I came back to comment on this material only because it was the most helpful video I found on. I just got back from my customer service interview and I got the job! I start tommorrow! thanks guys
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  • Hi thanks a lot. i wanna work in this customer service field but how i prepared i hv 'nt information about that.
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  • Hi thanks a lot. i wanna work in this customer service field but how i prepared i hv 'nt information about that.
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  • Thanks a lot for the tips it help me a lot for my upcoming customer service job interview, godbless! wish me luck guys:)
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  • Nice customer service job tips thanks so much will me helped a lot
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    Top 20 customer service interview questions and answers Top 20 customer service interview questions and answers Presentation Transcript

    • 20 customer service interview questions with answers Sales interview questions and answers Page 1 of 23
    • How do you deal with difficult customers? I listen to the customer and concentrate on the customer’s matter. I do not argue or debate over any problems. I find out the useful solution, or other effective ideas that are comfortable with the customer. Your track of the business circumstance is expressed in this answer. The employer’s interests are shown and you are giving out the correct answer to the customer’s demands. Sales interview questions and answers Page 2 of 23
    • What does Customer Satisfaction mean to you? It means that how you should have to do in order to deal with customers in a proper or positive way. Each customer has different preference or demand so the key task of a customer service employee is what he/she must make for a variety of customers to understand that they are also take care of their problem. In order to penetrate into customer’s psychology and preference, you need to create customer care service and assist him/her in accordance with their requirement and satisfaction. It is much better to make customers to be aware of their problem. Sales interview questions and answers Page 3 of 23
    • How do you handle complaints? The customers’ complaint about goods or services needs to follow the specific policies and formalities. In order to make customers understand the process, I take them into each part and interpret clearly these guidelines. I do not show any ideas on the result of the complaint. This is the strict book method and it is the unique truly exact response. No ideas are suitable in such situation. Your idea about the result of the complaint should not be shown, because normally it does not depend on your decision. You can notify the customer’s rights and company rules. Sales interview questions and answers Page 4 of 23
    • A customer is not sure what they need, and comes to you for advice about a product. How do you advise the customer? In order to find out what product characteristic or other demands which the customer requests, I make some related questions. It is usually useful to make a conversation, so you can examine any special requests, or preferences. Once I receive that information, I will tell the customer some ideas and show how they satisfy the customer’s needs. Customers only have lots of information. This information can come to customers from different sources, and it is normally not able to say which product is the one they want. Through the conversation, the customer can express their expectations from the product, and up to them, you can give the exact advice. Sales interview questions and answers Page 5 of 23
    • You are supervising on a public counter. There is lots of people waiting, and more coming in. What do you do, to get things moving? I build a quick line system; one line will helps anybody with jobs that can be done fast, while the other one for slower moving customer matters. One or two people are appointed to solve the customers’ issues. That decreases the numbers and pushes the difficult jobs faster. Quick service should be given to customers. A long waiting line is the good basic for getting complaint. The demand for efficient time frames is realized in the good customer service practice. Sales interview questions and answers Page 6 of 23
    • What would you do to handle negative comments from clients, most especially when they express anger, frustration or hostility? Hints for your Answer: Show your warm, friendly and professional character. Only express it and do not tell your customers about that. Keep it in mind and you should demonstrate your ability in controlling and your power so that you are authorized to make dialogue (while your listening skills are maintained) and you will not be bull- dozed or effected by the sentiment of the complainant. Sales interview questions and answers Page 7 of 23
    • How would you deny a request from a customer? Would you reply differ if this customer was a VIP? Hints for your Answer: It is the right time for your diplomacy, characters and calmness to shine. A brilliant basic for your answer is a simple but not a complete explanation (as each the company’s policy). An important thing with all businesses is to be able to keep customer, particularly in the fierce argument so it is best to mention this customer faith (if nothing else, to admit that a call of complaint would be made when they were ready to take the time and effort in it). Sales interview questions and answers Page 8 of 23
    • What do you understand by good customer service? If customers express their satisfaction with a business, this business can develop easily in the market. With the assistance of a sales representative, the quality in business as well as productivity will be increased. This is very important to evaluate any companies. A company can not stand firm in the business market if it does not have a good customer service. Sales interview questions and answers Page 9 of 23
    • Can you explain the philosophy of good customer service? This question seems to be difficult, but you should not worry because the answer is very easy. You can response that “My career’s philosophy is to take responsibility to keep the customer in good relationship and bringing out a clearly experience for the individual customer by appraising the customer’s demands, by satisfying the customer’s requests, keeping the promises and listening to the customer’s needs”. Sales interview questions and answers Page 10 of 23
    • Have you experienced a challenge with company systems or best practices, finding that they were not serving the needs of the customers? How did you handle this? Base on the quality of the job, you need to understand the products, services and systems and you should observe the actions from both sides: the company’s point of view as well as (more important) the customer’s. Sales interview questions and answers Page 11 of 23
    • Why did you leave your last job? 1. Some sample answers to the interview question: “Why are you leaving your last job?” • There is no opportunity to promote in my current job and I’m ready to face a new challenge; • I have worked there for 04 years with much experience and skills. I want to be promoted but the Company do not offer me that opportunity; • The company has cut down with its focus on the business line my job is responsible for; • My family transferred to another region, or, my current workplace is too far away from my home; • My old company often paid late and had inadequate compensation policy. 2. You should avoid answers that: • Speak ill of your old boss, colleague, etc.; • They punished me many times for… • I did not complete my job. Sales interview questions and answers Page 12 of 23
    • What are your career goals? 1. The reasons of this question: This question will test your ability and ambition to develop yourself as well as the ability to plan for the future. 2. Levels of career goals: • You are not sure about your goals, then answer: I’m rather busy with my duties and goals of the Company; as a result, I haven’t focused much on my long-term personal goals. • You have goals not or very little relating to the current job: For example, you are applying for a sales manager, but your career goal is to become the head of marketing department in the next 5 years. • Current job oriented career goals: For example, you are working as a sales manager, you goal is to become the area sales manager in the next 2 years and in the next 5 years, you will be the regional sales manager. 3. “Career goals” tips: You can state some of your goals as following: • Study for an MBA certificate or other degrees… • Become specialist in the sector… • Get to the title of XYZ something. Note that long-term goals must be set for the next 3-5 years. Useful source: list of 37 career goals http://interviewquestionsaz.blogspot.com/2013/07/list-of-37-career-goals- samples.html Sales interview questions and answers Page 13 of 23
    • Question 4: What are your biggest strengths? This question will help polishing your qualification to the requirements of the employer. Steps to answer this question: a) Identify which you are good at: Knowledge; Experience; Skills; Abilities. b) Prepare a list of your strong points: c) Review the recruitment requirements: You should review carefully the recruitment requirements to know for sure which requirements are the most important to the employer. d) Make a list of your strong points in your resume/cover letter: List and describe your strong points in your resume and cover letter orderly. You should make descriptions to those points in your resume. e) Prepare persuasive answers to the question of the employer about strong points: You do not only state your strong points to the employer but must also provide evidence for them by references or records attached with your application form. Useful source: List of 20 job strengths samples http://interviewquestionsaz.blogspot.com/2013/07/20-job-strengths-samples-for- your-job.html Sales interview questions and answers Page 14 of 23
    • Why should we hire you? For one, the interview question “give us reasons to hire you”, “why should we employ you” or “what can you bring to our company” is something that differentiates the best candidates from the other good candidates. This question deals with your ability to sell yourself. Think of yourself as the product. Why should the customer buy? Tips to answer: • One of the best ways to answer this question is to make a short list of all your advantages and create a paragraph that would point out the positive aspects that you would bring to the new job position. • One of the points that you can raise is the similarity of the job profile you are aiming for at the company to the job profile you enjoyed in your previous job. • You can also draw the interviewer’s attention to your key skills and strengths, namely – quick learning, excellent communication skills, etc. • In addition, your professional ambitions should be made clear – the motivation and dedication that you have for the profession and the opening position. Sales interview questions and answers Page 15 of 23
    • What is your greatest weakness? 1. Ways to answer: a) First way: Turning your strong point into weak point. For example: I am a perfectionist and therefore, I rarely believe in anyone who can work as well as me. As a result, I am afraid to delegate important tasks to others. This approach has a weak side as that if you are not clever, you will cause the employer to believe that you are cheating him. b) Second way: Solving your weakness absolutely. A better approach is that you state one point which was once your weakness, but you have done well to resolve it. For example: I tended to be a perfectionist, therefore I didn’t like to delegate to others. But I have found out that in order to develop the organization, everyone in the organization must be experienced with many tasks and this is very good for an efficient team work. 2. Steps to answer: • You need to show it through your attitude and voice: It is really your weakness. And, you may also state some situations how much that weakness has caused you difficulties. • Give your solution to resolve that weakness, partly or wholly. • Solutions to a weakness may be training, mentoring, etc Sales interview questions and answers Page 16 of 23
    • Why do you think you would do well at this customer service job? Give several reasons and include skills, experience and interest. 1. I am a person that learn quickly and perform better under pressure, am a very good team player that motivate others in other to achieve the company’s common goals 2. Will do well in this job because I already have previous experience in the similar field. so I will use my previous experience in this job and I am interested in learning new things and enhance my skills. 3. I believe I will do well in this job because I have the relevant skills and experience. I also have the drive, interest and determination to make a real success of this role. Sales interview questions and answers Page 17 of 23
    • What have you learned from mistakes on the customer service job? Answer tips Here you have to come up with something or you strain credibility. Make it small, well intentioned mistake with a positive lesson learned. An example would be working too far ahead of colleagues on a project and thus throwing coordination off. Everyone makes mistakes, of course, but some companies are more willing to learn from them than punish those involved. You’ve learned that when you do make mistakes, someone is usually disappointed in the choice you made, but you have to figure it out for yourself, they might help you decide what ‘s right and what ‘ss wrong, but you’ll be the decider on which you choose. You’ve learned that people do care about you, and to not do it again if you don’t want to. Answer samples Every one makes mistakes but only few people can realize there mistakes and they don’t want to repeat those mistakes again….. I am the one in those few people, I don’t want to repeat the mistakes which had done by me in my job/work. Sales interview questions and answers Page 18 of 23
    • What have you done to improve your customer service knowledge in the last year? Answer tips • Try to include improvement activities that relate to the job. A wide variety of activities can be mentioned as positive self-improvement. Have some good ones handy to mention. • Employers look for applicants who are goal-oriented. Show a desire for continuous learning by listing hobbies non-work related. Regardless of what hobbies you choose to showcase, remember that the goal is to prove self-sufficiency, time management, and motivation. Answer samples • Every should learn from his mistake. I always try to consult my mistakes with my kith and kin especially with elderly and experienced person. • I enrolled myself into a course useful for the next version of our current project. I attended seminars on personal development and managerial skills improvement. Sales interview questions and answers Page 19 of 23
    • What experience do you have in this customer service job? Answer tips • Speak about specifics that relate to the position you are applying for. If you do not have specific experience, get as close as you can. • If you are being asked this question from your employer then you can explain your experience. Tell the employer what responsibilities you were performing during your job. You can tell what programs you developed and what modules you worked on. What were your achievements regarding different programs. Answer sample I have been working with computers since 2001 I also have a degree in network support/computer repair. I have built my last 3 computers, have work with Dell as an employee. So I have around 15 years experience working with computers. Sales interview questions and answers Page 20 of 23
    • Are you a team player? Answer tips The answer is YES. This is an open-ended question, given so you may talk about your teamwork skills. Teamwork skills include listening, discussing, questioning, persuading, respecting, helping, sharing, participating, and ability to utilize all communication channels. Offer one of two short 1-2 minute examples. Answer samples If you are asked the question whether you prefer to work independently or as a team, here is the best way to answer it: • “I have worked in teams and independently as well. Some jobs match and require a teamwork effort while others fit an individual work. project is completed in a timely and efficient manner. • While working independently, I realized that I was the complete owner of the project (i.e. one man project) and therefore considered this responsibility as an incentive/bonus. Though, I did get the company support and interacted very often with other key employees, the way I worked helped to ensure quick project implementation as well as finding efficient solution for any calculated risks. Therefore, I have had very good experiences working in a team as well as working independently. “ Sales interview questions and answers Page 21 of 23
    • Useful interview materials: Free ebook: 75 common interview questions and answers http://interviewquestionsaz.blogspot.com/p/free-ebook-75-interview-questions-and.html 100 customer service interview questions: http://interviewquestionsandanswers.biz/100-customer- service-interview-questions-and-answers/ Top 10 interview secrets to win every job interview http://interviewquestionsaz.blogspot.com/2013/07/top-10-secrets-to-win-every-job.html 13 types of interview questions and how to face them http://interviewquestionsaz.blogspot.com/p/13-types-of-interview-questions.html Top 12 common mistakes in job interviews http://interviewquestionsaz.blogspot.com/2013/07/top-12-common-mistakes-in-job-interviews.html Job interview checklist 40 points http://interviewquestionsaz.blogspot.com/2013/07/job-interview-checklist-40-points.html Top 3 interview thank you letter samples http://interviewquestionsaz.blogspot.com/2013/07/top-3-interview-thank-you-letter-samples.html Sales interview questions and answers Page 22 of 23
    • Other job interview tips 1. Practice types of job interview such as screening interview, phone interview, second interview, situational interview, behavioral interview (competency based), technical interview, group interview… 2. Send interview thank you letter to employers after finishing the job interview: first interview, follow-up interview, final interview. 3. If you want more interview questions for entry-level, internship, freshers, experienced candidates, you can ref free ebook: 75 interview questions and answers. 4. Prepare list of questions in order to ask the employer during job interview: http://interviewquestionsaz.blogspot.com/2013/07/top-10-questions-to-ask-employer-duting.html Sales interview questions and answers Page 23 of 23