Customer Service Representative- Top 10 interview questions and answers
Customer Service Representatives spend majority of their time on the phone, email or chat dealing with customer queries and help in resolution of their grievances.
Customer Service Representatives ensure that all the queries of the customers are resolved and they receive current and up to date information about company’s products and services in order to take an informed decision. Here are the top 10 interview questions.
1. What is your knowledge of customer service?
Customer service is a very important area in which the primary role of the representative is to keep the customer happy and engaged and resolve all his or her queries. It is all about building a relationship with the customer to ensure that a customer stays with the company and enhancing the reputation and image of the company.
2. What is needed for providing great customer service?
The main thing in customer service is competency based which means that the representative needs to be people oriented and a great listener. Many times a customer knows the solution but is in doubt and calls the company representative just to clear out his view. In such cases, a patient hearing needs t be given to the customer and understanding what exactly he is expecting and then provides the solution as per expectations.
3. What do you enjoy the most in customer service?
Customer Service Representatives for the most part must be friendly by nature, enjoy helping others and understand the pulse of people in general. They need to be empathetic to customer’s needs and wants and answer their questions as per that.
4. How would you deal with an angry customer?
Dealing with an angry customer is something that all customer service representatives who have worked on the role know happens quite frequently and has to be managed in a polite and respectful manner.Patient hearing needs to be given to the customer and then their issue should be resolved on an immediate basis. Care should be taken to see that the representative is respectful at all times.
5. As a customer yourself, have you used our company’s products or services? Can you suggest an area for improvement in our customer service?
Well, this question is being asked for receiving clear and honest feedback and that is exactly what the candidate should give. In a clear and simple manner, describe any experiences which you may have had with the company’s customer service and give feedback on it.
6. Why should I hire you over other candidates?
In this question, the candidate needs to elaborate on his unique skill sets which make him stand apart from the other candidates like excellent verbal communication skills with an example. Specify with an example a previous incident in which the candidate handled a customer service situation and handled it well.
7. A customer complains about a problem with the company’s product or service which you know is true. How will you handle the issue?
It is possible that such a scenario may occur and the key here is to truthfully acknowledge that such an issue exists and your team is working on the resolution for the same. This will calm down the customer a little bit and allows you time to look at all possible alternatives for resolution of the issue.
8. What do you do when you don’t have the faintest idea about the response to a question?
The key here is credibility and honesty. Particularly in the event that you have an intricate item or administration, it’s greatly beneficial for a customer service professional to state that “I don’t have the faintest idea, but I will find out for you,” than to give some incorrect data.
9. How would you gauge your performance as a client benefit rep?
Great candidates ought to put the experience of the customer first; however they ought to likewise be aware of things like reaction time, tickets resolved, and other different measurements that indicate cost savings for your customer department.
10. Share a situation with me in which you delivered an excellent customer service experience.
Good candidates need to share and describe particular stories of connections and relationships they’ve had with customers. It shows that they truly do identify with the people they’re serving and comprehend the importance of incredible customer service.