Customer Service Interview Questions and Answers
Question 1: How would you deal with a situation in which the customer is clearly wrong?
[SITUATION] I have been in this scenario in my role at ________ when a customer was claiming we had committed to something we hadn’t. [TASK] My task was to correct the customers’ expectations without damaging their relationship with the company and their future custom. [ACTION] I first understood their query. I then validated with a colleague whether their assertion was correct, it wasn’t. I then relayed the actual position to the customer and explained why the position was this. In this case this was company policy and so couldn’t be departed from. [RESULT] By treating the customer with respect, clearly explaining the situation, the customer left the call clearly understanding the actual position and why this was the case.
Question 2: What do you consider the key attributes of good customer service?
[SITUATION] Customer service is the customers first interaction with the company. This is where the first impression is formed. When working in ______ and ______ roles I have dealt directly with customers. [TASK] In these roles, my task was to provide a positive image of the company, ensure customers understood the service and products on offer, clearly demonstrate the value the company could bring the customer and help them access the company’s offer. [ACTION] Politeness, helpfulness, energy and seeing things through where my approaches when dealing with customers. Understanding a customer need and ensuring the service they received was the best fit for them. [RESULT] I have always experienced high customer satisfaction and repeat custom through all my roles.
Question 3: Why is good customer service important to a company?
[SITUATION]Customer service is the customers first interaction with the company. This is where the first impression is formed. When working in ______ and ______ roles I have dealt directly with customers. [TASK] Poor customer service will result in low initial and repeat custom and therefore impact on a company’s profits and sustainability. The objective is high satisfaction and repeat custom. [ACTION] I have always delivered an excellent customer experience through my roles. [RESULT] This has been evidenced by high customer satisfaction and repeat custom.
Answering Customer Service Interview Questions and Answers – Standouty’s STAR Methodology
All of our Customer Service Interview Questions and Answers are based on the STAR method. This is recognised across the industry as the BEST method for answering interview questions. If used well the panel will be unaware of its use but consider your answer to be well constructed, methodical and just plain AMAZING.
The STAR Technique involves constructing your answer in the following way:
Set the context of your answer. Tell the panel, where, when and why this situation came to be. For example, “Whilst working in my current role, we were holding an event in which 100 plus people were due to attend any minute. That’s when I was notified the caterers weren’t able to make it.”
What did you have to do. For example, “I had to organise alternative caterers and without the guests knowing. The failure of the event would have been a disaster for the company.”
What did you actually do. For example, “I spoke to the venue owner and we identified other caterers who may be able to help at short notice. I contacted all of them and identified one who could cater the event albeit one hour later than planned.”
How did the situation play out. For example, “Catering was provided in line with guest expectations. The evening, after this initial hiccup, went seamlessly. I was congratulated by the senior managers for sorting out what could have been a catastrophe.”
Constructing your answers in this way will ensure you fully address the question / scenario given and the criteria the panel are measuring you against.
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