Companies rely on service representatives to answer customer questions and address customer complaints and concerns. Prepare to answer questions assessing your communication skills, empathy for customers and problem-solving abilities. Be ready to draw on your experience as a service representative and as a consumer.
Here are three top service representative interview questions and tips on how to answer them:
How to answer: The interviewer wants to know how you handle the stress associated with fielding customer complaints. Assure the interviewer that you understand where an angry customer is coming from and know how to keep your cool. Empathy and the ability to control emotions are vital qualities that interviewers look for in a potential service representative.
How to answer: This question allows you to demonstrate your problem-solving skills and ability to be a team player. Let the interviewer know that you are not afraid to ask a more experienced colleague for help once you have exhausted the standard solutions you learned in training. It is always a good idea to share an example from your previous workplace.
How to answer: The interviewer wants to know how you balance customer satisfaction with company policy. Let the interviewer know that you understand that the rules are in place to protect customers and that you would consult a manager to work out a solution.