A good customer service interview candidate shows excellent communication, problem-solving, and people skills. Though exact questions will vary by company, employers want to know that their customer service interview questions can set the stage for finding someone capable of matching this critical skill set.
We’ve compiled a list of customer service interview questions and answers for interviewing potential representatives. When listening to candidates’ answers, look to see if their responses match the overall themes in these examples.
Q: Why are you applying to work here?
"This store has been one of my favorite for several years, so when I saw a job opportunity open I was immediately excited to apply."
"I find the variety of goods and services here to be interesting and current. If given the opportunity, I feel I would be an excellent addition to your team."
Q: What would you do if your replacement didn’t show up?
"I would first try to get in contact with my replacement to see if he is on his way. I would then tell my manager about the situation to see if anyone else could relieve me in the meantime. Then, I would wait until a replacement came."
"I wouldn’t leave the store understaffed. I would call my manager to let him know the problem and see if a quick solution could be found."
Q: If a customer came in and wanted to return an item they had obviously used extensively without a receipt, what would you do?
I would first consult the company policy on returns. Then, assuming it follows company policy, I would try to see if they have an account with the store so I could look up their past transactions. If I found their transaction in the system, I would refund them for the purchase.
I would search for the price of the item and offer to refund the customer with store credit.
What would you do if a customer was rude to you?
"I would try to keep a happy and calm demeanor with them while trying to assist them with whatever they need. In this type of situation, I could think about customers who are friendly to keep my mood positive."
"If I was dealing with them one-on-one, I would try my best to help them without giving into their rudeness. I would smile and be as friendly as possible."
The credit card machine is broken. What do you say to the customers?
"I’m sorry for the inconvenience, but we are still able to take cash or checks. There is an ATM nearby, so if you would like to get cash, I would be more than happy to hold your merchandise for you."
"I would offer to hold the customer’s merchandise for up to 48 hours and call them when the machine is working again. Then, they could retrieve their merchandise and pay with a credit card."