I am completely trustworthy and have two years of experience at my prior position opening and closing cash drawers without discrepancies. (Note: Leave out “What could you have done better?” to give them a chance to respond unasked or completely miss the opportunity.). When they’re new, they’ll face many questions in the queue that will leave them stumped. Tell me about the situation and the outcome. I also ask for an example of a recent conflict and how it was resolved.

What’s the best way to help a customer who has worked with multiple agents and hasn’t received the help they need? Avoid disorganized applicants with poor communication skills.

The final five questions on our list are designed to measure candidates’ attitudes and approaches to work. 15. We’re telling stories of companies spearheading a more thoughtful way of doing business, while showing the world you can be successful without sacrificing your values. As a people person, I work hard to come up with ideas for products to recommend to these clients. I found in my time working at a clothing store that a sincere compliment and a smile were often more effective than longer conversations. This aids me in finding commonalities rather than dividing the conversation further.

Example: “To me, customer service means identifying the root of a customer’s problem and working to find a solution that surpasses their expectations using in-depth knowledge of the company’s service or product. The potential hire’s answer will give you insight into their understanding of quality service. After running a support team for years, Mat joined the marketing team at Help Scout, where we make excellent customer service achievable for companies of all sizes. If a candidate carefully addresses each point you’ve asked them to discuss, that means they’re an engaged and sincere listener. Listen carefully. What was your approach, and how did it end up?

2. The applicant needs to show the ability to give customers effective phone service. Can you tell me about a time when you received poor customer service? That way when you are asked a question, you'll have several ideas to pull answers from. With a considerate process and clever questions in hand, you’ll own up to your end of the bargain and set the stage for candidates to reveal who they are, how they work, and if they’re the person you’ve been looking for. Describe a time when you took initiative during your previous employment. Sarah Judd Welch employs this tactic by inquiring about advocacy: “I ask them to give an example of a time they advocated on behalf of someone else. Even a very junior candidate may have prior retail experience to draw from.

I have their best interests at heart and sincerely want them to be satisfied with their purchases. Reading between the lines, what do a candidate’s stories say about their penchant for patience, their willingness to help, or their talents as a team player? 23 customer service interview questions to ask candidates Ask every candidate the 23 customer service interview questions below to get the information you need to hire top talent.
5. Ask a question the candidate won’t know the answer to. Why did you choose that skill, and how did you learn it? 13. Can you give an example of how you handled alerting a customer when your product/service caused a major problem? Use these customer service associate interview questions to aid in your preparation. You know what you consider to be great service; does your candidate have the same high expectations? Preferred candidates have the ability to complete a process, and have strong problem-solving and multitasking skills. The right interview questions reveal useful information because they force interviewees to think on their feet and draw on their experiences.

12. Most interviews include several general questions, and you should be prepared to discuss why you are interested in the position and your employment history. MyPerfectResume culls detailed advice…, 5 Common Customer Service Associate Interview Questions & Answers, More Articles by MyPerfectResume Staff Writer. Describe your ability to resolve conflict. They surprise no one, they won’t surface an ability to thrive under pressure, and their limited framing begets limited answers. Will they be supportive of their colleagues as well as customers? Good candidates will share detailed examples from their own experiences and will be able to answer follow-up questions about those examples.

8. 22. The question often lowers people’s guards and gets them talking about both a candidate’s shortcomings and their ability to improve. Tell me about a time when a customer was reporting a technical issue that you didn’t know the answer to. How has your previous experience working with people prepared you for this position? I volunteered to help with this process and designed a spreadsheet that we used to keep track of items.

Look out for candidates who can only describe a single communication approach; they may be too inflexible. 4. Did your previous team ever have a project go completely awry? I have learned essential skills such as asking, "How can I help you today?" 14. Ask a question that has nothing to do with the product: “Who’s the most underappreciated hero/heroine in any story? Build My Resume. Most people will respond warmly (“A 9!”), but her follow-up coaches more candor into the dialogue: “How could they get to a 10?”. People who can talk about their interests and carry on a casual conversation typically perform well in a customer service role. By revisiting important areas, you give them the best chance to reveal their character and skills to you. 16. 21. How would you define good customer service?

Often, the best stories will come out when candidates have had a few minutes to think about an earlier question. It can give them time to formulate their thoughts, and it can also result in them revealing more than they initially intended. Post a Customer Service Associate job to 100 job boards with one submission. I believe that an outgoing personality is essential for this position, due to the amount of time that will be spent interacting with and assisting customers. Give a specific instance and explain how you handled it. Avoid memorizing dialogue and instead come up with a variety of personal experiences that highlight relevant skills. The same answer can be packaged in wildly different ways according to a customer’s temperament, and it’s important to know if your future teammate can adapt their tone. When I first began working with the public, I wasn't always sure how to say the right thing.
What’s the last new skill you learned? Look for people who show humility and take responsibility for their mistakes. I have learned a great deal of confidence and am now proficient at greeting clients with a smile and a verbal acknowledgement, and offering assistance to them throughout their visit. These questions encourage candidates to share a relevant on-the-job anecdote, but they also require them to tell a story in a coherent, narrative fashion. These questions give you an opportunity to understand what a candidate will be like to work with. A Customer Service Associate assists a company's customers with inquiries related to their products and services. Watch out for people who give theoretical examples rather than real situations or who only provide examples where the customer or their colleagues were at fault. 7. Can you tell me about a time when you made a great contribution to your team? When I find myself in a disagreement, it always helps if I take a step back and look at it from the other perspective. When I was employed at a local grocery store, I spent time working at the customer service desk. The applicant needs to show the ability to give customers effective phone service. Questions 6-12 measure candidates’ emotional intelligence, empathy, and reflectiveness. Completely free trial, no credit card required. Beware of people who claim never to have been stumped or who can only give examples where another team or colleague provided the final answer. I encourage managers to take potential support hires out for coffee. 6. I consider their past purchases, price range and taste when making these endorsements. Oddball Job Interview Questions: What Animal Would You Be? How did you approach your decision, and what happened? Because you need to appraise their ability to break down complex ideas into relatable, easily understood steps; one of the most fundamental support skills. What did you do with that feedback? Seeing how they react speaks volumes about how they will handle real-life situations — and will help you avoid wasting time and energy hiring the wrong person. Tell me about a time when you were trying to convince somebody to do something. There’s no greater skill for customer service employees than the ability to communicate clearly and with the appropriate level of detail. Thanks to our well-rounded assemblage of experts, we offer industry-specific resume and cover letter writing tips and career advice for almost every job. Ask every candidate the 23 customer service interview questions below to get the information you need to hire top talent. What does it mean to be a "people person?". Watch out for people who really want a different role but see customer service as the easiest way to get a foot in the door.