Q: Tell me about your previous experience.
A: I’ve worked in customer service for the past five years with General Electric.
The interviewer already knows your work history. They’re just breaking the ice and seeing how you answer simple questions.
Q: Describe your typical response to client criticism.
A: I do my best to listen to the response, thank them for it, and evaluate how I can use it to improve my performance.
The interviewer wants to see that you don’t have too big of an ego.
Q: Do you know your way around a computer?
A pretty straightforward question. Most customer service jobs require some technical competence.
Q: You feel that a customer’s criticism is crossing a line, even though he or she does have a good point. What is your response?
A: I take the points I agree with, but contact my supervisor to deal with the problem.
The interviewer needs to make sure you can handle temperamental customers.
Q: What is your response to intimidation?
A: I don’t threaten easily. If I feel a situation is getting out of hand, I try to calm the customer down. If it’s getting really out of hand, I contact a supervisor.
You have to have a thick skin in customer service, but you also have to know when to call for help.
Q: How do you handle the most valued customers?
A: I try to get them what they want. If I can’t, I offer my sincere apologies and do what I can to assuage their concerns.
Q: The customer feels you’re not handling the issue as quickly as they want you to. How do you respond?
A: I apologize, telling him or her that I’m doing the best I can.
The interviewer wants to see that you can handle people trying to rush you.
Q: Describe the perfect customer service representative in three words.
A: Polite, clear, listener.
The interviewer wants to see if you can convey yourself concisely and clearly. At the same time, they’re getting a pulse on your values.
Q: A customer wants a refund on an already-opened food package. How do you respond?
A: It depends on company policy, but if I could I would replace the food. The customer loyalty is worth it.
The interviewer wants to see that you’re amicable, but not so amicable that you’ll ignore company policy.
Q: Tell me about a time when you made an angry customer happy.
A: She was upset because she felt the food had been tampered with. I replaced her package, and she was glad I took her seriously.
The interviewer wants to see if you can really do the job — if your service can make customers happy.
These are the top ten tough interview answers to common questions. If you’re looking for a customer service job, and you’ve studied these interview questions for customer service, you’re sure to have a leg up on the competition.
Why? Because you prepared. And preparation is what separates the professional from the dilettante.