Customer Service Representative Interview Questions
Customer service representatives work in all industries to support the needs of customers and handle questions and concerns. Working as a customer service representative requires certain skills, such as patience, communication and problem-solving, so interviewing for these roles often involves answering questions related to these essential skills.
Top Customer Service Representative Interview Questions & How to Answer
Here are three top customer service representative interview questions and tips on how to answer them:
Question No. 1: What does customer service mean to you?
How to answer: An interviewer asks for a definition of customer service to learn more about the applicant's awareness of the role and its importance. When you answer this question, talk about the key duties of customer service reps, including handling issues and answering questions, to demonstrate your knowledge of the department and its role in ensuring customer satisfaction.
Question No. 2: Describe a situation when you interacted with an upset customer and how you resolved their concerns.
How to answer: Using the STAR (situation, task, action, result) method can help you recount a time when you dealt with an unhappy customer and the actions you took to resolve their concerns. Choose a situation that ends with a resolution and a happy customer.
Question No. 3: What skills do you think are most important in customer service?
How to answer: Answering a question about important skills allows an interviewer to determine whether your views and values align with those of the organisation and the needs of the position. Review some of the main skills listed in the job posting before your interview and touch on them in your answer.
The online assessments were 3 tests total, quite intense. The first interview was a screening interview to the real interview. I am currently waiting on the (hopefully) final interview.
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Update; so I took the online test last week on Thursday and passed, then yesterday (Thursday) I got a phone call and the last asked if now was a good time for the phone interview. I was surprised that she called me to do the phone interview, I expected it to be scheduled in advance. SoI did that and she said I passed that also and I would be getting a call from the local office to come in for an in person interview. So it was exactly 1 week for me from Test to phone interview. I am assuming things are speeding up now. I am sitting on pins and needles waiting for the in person. I really hope its soon because I have other interviews next week and naturally I will have to accept an offer if I get one first (the bird in hand thing) but I want to give Verizon the priority as thats my first choice. Interesting thread we have here. Where is everyone located? I am in NYC Less
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I applied 6/27/16, email to take test on 7/17/16, passed test, on 8/20/16 got call to schedule face to face interview for 09/05/16. Got email the next day, thanking me for interview & that I will hear from them soon. Called recruiter 2 was later, she said I passed face to face & was still interviewing other & they are awaiting finalists. As of now it's been 4 week & a few days & still nothing. If I passed interview, what's the hold up? Or maybe it's just that many people that applied. I'm not sure, but this has been a very long and stressful procedure. Background, I have long year of sales and call center experience, so this is worrisome. Any of you guys had to wait this long for an offer? Less
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I called the recruiter and she said they were rushing to get through canadite's interviews and fast as possible and they haven't call anyone back yet. This was for the Philadelphia office. They told me in my interview classes started 11/07 which is soon so I'm not sure what's going on with them. It's ridiculous Less
Describe a time when you forgot something.
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Yes it is a relieve to talk to u lol. Yea I saw that they posted the temporary CSR, let's hope so. I am so anxious to know I hate waiting for answers lol. Will definitely keep u posted too thanks. Enjoy ur day. Less
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Hello ladies, actually y'all are not going to believe what happened. So I passed the language test than 2days later a call from United telling me congratulations we want to give u the job if u r still interested, n of course I said yes, so to make a long story short I went to Houston airport to do drug test, fingerprints because she wanted me to B on March 21 class 3days later I received a call from background people asking for my education information since it's international so I have provided that yesterday on the 14 n by noon I HAVE RECEIVED MY ONBOARD WELCOMING ME TO UNITED, N FINISHING THE PAPERS WORK. TODAY AROUND 9:00 RECEIVED A CALL SAYING they are going to put me on the April class because my background is not ready yet n that the March 21 class is now filled. I was so ready for Monday but this happened. OMG can y'all believe that? Anyway I hope that everything will b OK to go for next month. So disappointed. CLH congrats again, anonymous don't worry ur time is right around the corner. CLH do u mind giving me ur email I would like to give u a message for somebody who's going to B there 2. Thanks girls. Less
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Hi, u r so welcome girl n yes indeed God only do what's best for us n to him we leave all our affairs. N thank you to u as well n one day will come where we all will wear United uniforms with a BIG smile. Have a wonderful weekend my dear. Less
Are you willing to work flexible hours?
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I received my background check confirmation email yesterday Feb 28th. Just waiting for my drug test email confirmation as well. Less
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Has anybody did their drug test yet? or has gotten their confirmation email?
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I spoke to the recruiter today. We should be receiving the drug test confirmation emails by the end of this week if this helps anyone. Less
If I gave you $40,000 to start a business what would you start
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A breakfast stand! I love breakfast. It's low cost (able to maintain good profit margins). It's in high-demand (fastest growing meal market). I long to be my own boss. I'd be home by noon. And I know the perfect spot. Less
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I would open a "coffee shop" with Wi-Fi and power stations for your electrical devices. And I would put it along route 1 in the Florida Keys Less
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How to get $40,000 without asking for it
Are you more of a hunter or a gatherer ?
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It is actually a nice question . Hunters are "designed" to stay focused for a long time on a single task and to do it well ,gatherers are capable of multitasking but they don't go deep into their tasks . So i guess the answer depends on the job description Less
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Neither, I'm the chief
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I am a gatherer when my counterpart is a hunter, I am a hunter when my counterpart is a gatherer. Balance. Less
Please spell "idiverticulitis".
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@Danna It does if it's an iOS app designed for those who suffer from diverticulitis! Less
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This is definitely meant to embarrass people. I suspect the best you can do is ask the standard spelling bee questions (e.g., ask for the etymology and for them to use it in a sentence). In this case, their sentence will probably be pretty outrageous. I had to look it up, but diverticulitis is a "small, bulging sacs or pouches of the inner lining of the intestine (diverticulosis) that become inflamed or infected." After that, I'd totally botch the spelling but hopefully have enough poise to laugh it off. Less
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I'd-u-s-e-s-p-e-l-l-c-h-e-c-k
What makes you a great fit for the position? Why are you leaving your current Job?
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Not in the interview! I think on the application! But most jobs only go back 7yrs unless it dealing with banks,pharmacy, security stuff like that! Haven't heard anything back as of yet I guess because training dont start until July 31st! Good luck!! Less
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i hope i get the job did your background come back already?
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When I interviewed it was with two ladies I still haven't heard anything but if he said you will know something in two days I hope they call you! Less
When can you start? Is it soon?
18 Answers