Example: "I used a traditional PoS system at my last job. If you have an example from a past job, share it in your answer. They want to see how you think about the position and the customer. The hiring manager might ask this question to see what procedures you have to keep yourself and the customer from becoming overly emotional. What Does Customer Service Mean to You? As we detailed a previous blog post about creating a customer success plan, we established that all customer service representatives should have the following four traits: Customer success managers must be hungry, ready to learn, and eager to jump in. It's an important role that can take many forms. Be sure to pay attention to what they say they wish the outcome would've been as well as this will tell a lot about a candidate. Hiring managers might start the interview off by asking for your definition of customer service. Hiring managers want to see that you understand the company's hierarchy and have a good command of in-the-moment problem solving to ensure you can meet the customer's needs. Customer support often requires more technical abilities, and customer service is more of a positive approach, helping your company to keep customers happy. Answer: Customer service is about helping people, hearing their concerns and solving their issues. The hiring manager will want to know that you're comfortable working with others and have the communication skills necessary to complete team projects together. I think working in customer service is absolutely vital, since I'll get such a great feel for what customers need and want. Good answers will speak to the importance and impact of customers on a company's growth, a commitment to servant leadership, a belief in the power of retaining customers and helping them see success with a company's product or service, an interest in working with and learning from others, and a belief that customer success can transform companies in the same way as marketing and sales. From writing the job description to posting it, selecting resumes, and interviewing individual candidates who fit the profile with the right set of customer service questions, the hiring process can be a daunting task. TOP 10 Customer Service Interview Questions. What sort of daily schedule do you expect your CSRs to follow? The questions we include in this article are great examples, but if you need a more in-depth selection, check out this resource. Or, is it more important that they stick to a process? This is a good question to ask to get the conversation flowing -- and to potentially identify candidates that don't share the same philosophy as you and your company. Can you walk me through every step in a common process? Before you start coming up with questions, it's important to understand what you are hoping to learn from the questions. 17) Tell me about time how you helped your previous company to increase revenues? These may include: Make sure you choose questions that screen for the qualities you believe will lead to success on your team. This is similar to the previous question in that it helps assess whether a candidate cares about the team or themselves. What is customer service? Why or why not? It also helps them get a better idea about you personally to see if you’re a good fit for the company. So bear in mind that the most important thing during a job interview is your attitude. Sometimes, a customer's problem might be outside of your purview. Some candidates will give a cop-out answer. Listen for an answer that speaks to the candidate's empathy and appreciation for customers, demonstrates their ability to teach without patronizing, and shows their commitment to contributing to a company's mission by helping and advocating for others. She left in a much better mood.". Practically everyone has had a poor customer service experience, but this question is particularly good for support and service roles because they will have the chance to answer through the lens of their professional experience. When you provide your anecdote, make sure the problem, your action steps and your coworker's contribution are all clearly stated. @rj_farley. Access 100 additional customer support and service interview questions. Going the extra mile can be tough in environments that have strict productivity milestones or scripts. The best candidates will also demonstrate empathy and problem solving by stating what they would've done instead if the roles were reversed. This question is part of the Topgrading method, and serves as a truth serum for all subsequent questions. You're looking for whether this person cares more about their individual success or their team's success. All team members must meet your company-wide standards and share your core values. Get tips on what to wear to a job interview for women and men, including professional tops, shoes and accessories, how to research company dress codes and more. Customers are wowed when teams go above and beyond. The candidate should be able to describe the customer's problem, the steps that were taken to solve it, the reason why it couldn't be solved, and the approach that was taken instead. In the answer to this question, you're looking for positivity and empathy. It's a must-have interview question for customer support roles specifically because these individuals will be assisting customers on a deeper level daily. The best pick things up very quickly. The candidate's answer to this question will speak specifically to their personal and professional values -- and if those values align with those of your business. The exact questions you are asked may vary depending on the nature of the organisation and the specific role of the customer service worker within that organisation. Good answers will include references to effective conflict resolution skills, respect for customers, and humility -- because sometimes, an apology is more effective than an explanation to an already angry customer. This question helps you screen for positivity. Your customer service interview questions should screen for the criteria you previously defined. This question is how Luiz Centenaro -- a CSM at Experiment Engine -- screens for empathy. 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