Customer Service is a big world now, and most talked about this career, usually this can be adapted to any kind of Industry as everybody will have their own customers and it’s important to deliver good service to them: Below are few Customer Service based interview questions for your preparation:

Customer Service Interview Questions:

How do you handle irritated customer and negative feedback from your customer?

Applicant should be able to take good control over the conversation with their customer and should never allow to get dominated nor should get disappointed or over whelmed by a disapproving customer.

Being in this field of customer service, what is that extra mile you can do for your job?

In this field, its not only doing your assigned job unlike other industries, but it always requires you to give that extra effort to provide better and complete service to the customer. End of the conversation, any employee in this field has to make sure that his/her customer is fully satisfied with the services.

Can you provide your service to a customer who is asking for something which would violate your company policies and interest?

No, is the answer. But applicant should show the interviewer that he is able to keep a balance between adhering to company polices and regulations and also with customer’s interest. Also, very important thing is to make sure that in future he is not trapped by that customer for any such commitments.

Can you name few important steps in handling an irritated customer successfully?

• Few important steps to handle an irritated customer are:
• Listening to them carefully
• Identifying the problem
• Showing concern towards them and consideration
• Trying to help them solve the problem
• Follow-up with the customer

What do you mean by “Customer Service”?

In this scenario, applicant should imagine himself what he had expected from any sales guy in the past, irrespective of problems and circumstances. Customer Service clearly means respect the customer and solve their problem within the rules at full satisfaction level of the customer.

There will be lot of behavioral questions related to Customer Service as this field requires interaction with the customers all the time, during these questions interviewer will gauge the applicant on his behavioral aspects and find out if he/she is a proper fit for “Customer Service” job or not:

Based on your education, describe the ideal job position for you?

Irrespective of your education, if you are an applicant today for “Customer Service” job, then you need to stress more on your passion for sales, discipline, interaction with people, problem solving skills, administration skills, convincing skills. These skill sets of applicant would make the interviewer decide if he/she can be a long term employee in “Customer Service” field.

Which is the last successful negotiations you have had?

Here basically interviewer is checking on negotiating skills, applicant’s answer has to prove that he always negotiates for the better of the company and for customer and also not leaving his self esteem under personal situations.

How do you organize or plan your day?

In this case, interviewer is checking for his/her planning and organizing skills, the applicant has to prove well in his conversation that he always plan his day well ahead and always ensure that he adheres to his/ her plan. This gives a confidence to the interviewer about the applicant’s planning skills for the benefit of the organization.

Do you like your routine in your day?

Here interviewer wants to check if applicant will retain in this industry for a long time or not.or is there any chances that he might leave the job for monotonous. In this case, applicant should answer confidently that, there are few things that need to be routine in nature…like brushing the teeth, having food, relaxing, etc etc. just like the same I like to have my work in routine which involves meeting people and interacting with them on a daily basis. Handling challenging conversations and winning strangers heart by good customer service. People who does not like to be routine in job, needs to find something else…in that case.

What would you do in a situation where your credibility would be comprised while negotiating with the customer?

The applicant should answer with full confidence that he/she is open for learning and strengthen his/ her bargaining powers and educate himself/herself on the issues involved.

Why did you leave your last job?

Switching jobs frequently is a big issue faced mostly in Call Centre or Customer Service industry, so from this above question interviewer is trying to assess the applicant’s commitment level to his job and his organization. So while answering applicant should never complain about previous jobs or style of working. He/ She should say “I did not have an awful boss, but each one of them taught me different things to add to my career. Also the previous job, I have been working there for quite sometime and did not have opportunities to learn anything new now”. Overall talk very positively about your previous job otherwise it could damage your conversation.

How would you handle a situation if you are not too happy with your co-worker’s suggestion, but everybody else in the team is fine with that suggestion?

Here, if you observe interviewer is trying to find out the applicant’s interviewing skills. Applicant should answer that he would still continue to work with his co-worker in a professional way if its not effecting the company polices and if entire team if fine with that suggestion. He should clearly demonstrate in his words that he will behave professional and work as a team.

How do you usually take important decisions?

Applicant should demonstrate that he/she takes great care of everybody’s point of view while taking any important decision and also would consider budget limits linked to this decision. But candidate should talk more about taking inputs from all the team members and thinking of advantages and disadvantages of that decision before taking it. Applicant should make himself look “wise and mature” in interviewer eyes.

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