Customer service representatives must have a specific set of skills and qualifications to perform their jobs well and be able to communicate that during an interview. In my earlier company, I observed frequent calls about backup solutions. Your honesty and empathy are being evaluated as well as your customer service skills. It will be the job of customer service agent to build a positive relationship with the customer. Example: "I love this company. The customer is never unreasonable or stupid, and neither are your colleagues. This question should give a sense of how you consider your role for the customer service job. Experience in the customer service field. Despite the bug, customer satisfaction was still high due to our proactive approach.”, Example answer: “I wasn’t sure the strategy suggested by a colleague would lead to the intended results, so I did a little research and suggested some improvements to his plan. She left in a much better mood.". When customers brought it up, I apologized and assured them I understood their frustration. Whenever I wasn’t sure, I confirmed that I understood what they said, then asked additional questions for clarification.”. I ask what they would like to see the company do to try and rectify the situation. We bartered: she helped me with client requests, and I volunteered to take her shift later when she needed an evening off.”, Example answer: “I realize how important it is to show the client that every representative of our company is just as professional as the one who worked with them before me. He not only told me to process this order at the price the customer was expecting (which was lower than the actual price) but also asked me to contact them to explain the confusion. Others are able to present even the least serious issues in a way that makes them look like the best possible candidate for the job. Depending on the specifics of your customer service role, the hiring manager might expect you to work on customer service software. Read these, behavioral interview questions for customer service and answers. The only thing I’m concerned about is that it might change the completion date of the project, and its budget.’”. They are supposed to showcase the most important skills and explore common situations. Besides, we communicated with the product team by relaying customer feedback to them.”, Example answer: “It was a busy time before the holidays and I did not have enough time to respond to every client in a timely manner. I own many pieces from the brand, and I know I can represent their quality well to customers.". Let's begin! It’s also important to me that I deliver has a positive experience all the way, and stays with the company after.”, “I used to work in tech support. When customers brought it up, I apologized and assured them I understood their frustration. Depending on the company and the specifics of the position, they might be looking for someone who plans to stay with the company and progress through the ranks. In your answer, use the skills and qualifications listed from the job description and tie them to your own skills when possible. This will help them estimate how you can be expected to treat any similar situations that might arise after you are hired. I contacted the store and pointed out that the description they provided was not true to the product. Feedback is taken for training, post-sale events or other process improvements. “All in all, everyone was very understanding, but I’ve made sure to double and triple check all the details ever since. Business Insights on People and Companies, Segment Prospects to Reach Out and Connect, Why Small Business Teams Need to Digitally Transform into the Modern Workplace. Your problem-solving skills allow you to take care of them in the most efficient manner. ‘This is a cool idea! What Are Common Behavioral Job Interview Questions? If you have an example from a past job, share it in your answer. Customer service refers to the part of a business which attends to the needs of its customers. They are supposed to showcase the most important skills and explore common situations. I empathize with every person who feels like they’ve wasted money when the product or service does not quite work for their intended purpose. I made sure to study every note we had on this client’s history before contacting them. If somebody new, you should speak to them and tell them to maintain a more professional attitude”. They address common workplace situations where your personality determines the way you choose to act. 7) Tell us about a time when you assist any customer to resolve a specific difficult customer issue? Read these behavioral interview questions for customer service and answers to them, and try to identify which skills they are focusing on. I always try to go the extra mile.”, Example answer: “Sometimes, the customer gets a new idea halfway through the project, or even near the end. Despite the bug, customer satisfaction was still high due to our proactive approach.”, “I wasn’t sure the strategy suggested by a colleague would lead to the intended results, so I did a little research and suggested some improvements to his plan. Once I realized my mistake, I explained it to my supervisor. I looked into the log files and discovered that her order had been accidentally canceled by one of my colleagues. I find it helps to start with forming a personal connection.”, Example answer: “I use a spreadsheet where I save every relevant detail about a customer.