Customer Service Associate Interview Questions

A customer service interview evaluates candidates on a different barometer than other industries. It’s a role that requires more skills in areas like communication, conflict resolution, and often a healthy dose of self-restraint.

When preparing for an interview in a customer service position, it’s beneficial to get a feel for the qualities the hiring manager is looking for, common questions you’ll be asked, and an overall understanding of what makes good customer service.

• As a candidate, your interviewer will want to see certain soft skills, such as communication, problem-solving, and empathy, as well as and want to know how you use these skills in a customer service role.

• As an interviewer, look for candidates who are communicable and can use their people skills to accurately explain information and solve problems.

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15 Common Customer Service Interview Questions and Answers

There’s no better time than the present to start preparing for getting your new job. Begin by reading through the nine most common questions asked in a customer service interview:

1. Tell me about yourself. This is a common interview question that is typically asked to break the ice at the start of an interview. Be sure to highlight your relevant skills and experience and relate it back to the job posting.

   Example Answer:

   I have over ten years of experience providing exceptional customer support. During my career, I've developed a deep understanding of what it takes to build rapport with customers and resolve situations to their satisfaction.

   I also believe in the importance of ongoing training and development, as I’m always eager to improve my performance. In my past position, I participated in a mentorship program that paired me with experts in the field.

2. How do you handle high-pressure situations or a fast-paced customer service environment? Customer service positions can be overwhelming at times, especially when customers are frustrated. This is why hiring managers want to ensure that you have what it takes to succeed

   Example Answer:

   To handle these environments, I rely on a few key strategies. I know that it’s crucial to remain calm and composed, as I know that panicking or rushing can hinder my ability to provide effective assistance.

   Ensuring that I’m calm, I then prioritize tasks based on urgency and importance, ensuring that critical issues are addressed promptly. I also leverage my problem-solving skills and experience to quickly assess situations and identify appropriate solutions.

   By combining these approaches, and ensuring a flow of communication with customers, I can effectively manage high-pressure situations and excel in a fast-paced customer service environment.

3. How would you define customer service? An interviewer usually asks a candidate this question early on in the interview to measure their level of experience and perspective on the field.

   Instead of memorizing Webster's dictionary definition of customer service, give an answer that’s your own rendition. Employers prefer someone who describes their interpretation of customer service, rather than just memorizing information.

   Example Answer:

   I define customer service as the process of guiding a purchaser towards their intended goal. It’s acting as a source of knowledge and assistance throughout a customer’s shopping experience.

4. Why should we hire you? The person who has the most comprehensive perspective on their performance as a customer service associate is the candidate themselves. That’s why an interviewer usually asks them, “Why should we hire you?”.

   When answering, a candidate should outline the aspects of their personality and experience that make them an ideal fit for the role. The hiring manager wants the applicant to sell themselves succinctly when posing this blunt question.

   Example Answer:

   You should hire me because I possess strong communication skills, a customer-centric mindset, and a track record of delivering exceptional service.

   My five years of experience have given me a highly adaptable, skilled, and empathetic approach to resolving customer issues efficiently and effectively. I am also committed to ensuring customer satisfaction and building positive relationships, which I believe are crucial for driving customer loyalty and business growth.

5. What interests you about this role? In an interview, the hiring manager usually asks some variation of why the interviewee wants to work in the position. Their answer demonstrates their knowledge of the field and company.

   Be honest about your interest in the position, but try to avoid sounding fake or cliche.

   Example Answer:

   I became interested in the role after reading the job posting. You stated that you were looking to hire an individual who enjoys being part of a professional team and working with lots of different kinds of people. That’s my ideal work environment. I thrive while working with people, both co-workers or customers, because it makes the day more fun. That’s one of the reasons I think I’d fit well in this role.

6. Why do you want to work here? A good answer to this question will be specific to the company you're applying for. This is why it's important to research the company before the interview, so you can use that knowledge to explain why you want to work there.

   Example Answer:

   I want to work here because I know my passion for helping others aligns with your company’s goals. Your company has an impressive reputation for prioritizing customer satisfaction, and I am eager to contribute to that reputation.

   I am also attracted to the positive workplace culture, spearheaded by a dedicated team that values teamwork and professional growth. I believe that my skills and enthusiasm perfectly align with that culture, making it an ideal fit for me.

7. Can you tell me about a time you were proud of the customer service you gave? Situational questions often make an appearance in a customer service interview.

   The hiring manager asks applicants to reference a previous experience to better understand their background and communication skills.

   When answering, choose a situation that’s relevant to the current role you’re applying for and exemplifies stellar customer service.

   Example Answer:

   In my last position, I was working for a catering company. We were delivering an order when we realized that the family-size salad wasn’t made. The customer was, rightfully, very upset because she’s already paid for the salad to be there and didn’t want a refund.

   I ended up calling the assistant chef and asked them if they’d be willing to come in on their day off. I helped in sourcing, creating, and plating 100 salads in under 4 hours. It was a great accomplishment for me because I found a solution in a situation that felt hopeless initially.

8. How would your friends describe you? There’s a big difference between your description of yourself versus your friend’s perceptions.

   This question requires the applicant to step outside their biased frame of thinking, and genuinely consider their qualities as seen by the people around them. The results are very telling for an interviewer.

   While your response should be sincere, be strategic in the friend’s opinion you choose to tether yourself to. Outline qualities that display you as a good candidate for employment.

   Example Answer:

   I think my closest friends would describe me as very loyal. I only have about 4 good friends that I see regularly, and we’ve all known each other for at least 10 years. Once I connect with a person or work environment, I stick with it for a long time and invest in growing further.

9. What are your strengths and weaknesses? This question is all about balance and positivity. Start off by talking about your biggest strength. Then, even after you honestly transition to your biggest weakness, ensure that you discuss how you manage and improve that weakness.

   Example Answer:

   My greatest strength is my ability to empathize with customers and understand their needs. This understanding allows me to provide personalized and effective solutions, which is why I’ve been so successful in my field.

   On the other hand, my greatest weakness is that I sometimes become overly invested in resolving complex issues, which has resulted in me spending an excessive amount of time on one case. However, I am actively improving my time management skills to ensure efficient and timely service, while still maintaining a high level of quality.

10. How would you handle a customer who asked a question you don’t know the answer to? Most customer service positions have a specific code of conduct when it comes to handling common situations, like not knowing the answer to a customer’s question.

    This question is another form of analyzing a candidate’s situational approach to customer service.

    The best way to answer this question is with humility. Giving a snarky response, like “I know everything,” is off-putting.

    It’s recommended in this type of scenario to clarify the question with the customer further to try and reach an understanding. After rehashing with no progress, bring the topic to a supervisor. Never give a false answer to seem like you know it all.

    Example Answer:

    I’ve been in the situation where I didn’t know the answer to a customer’s question before. I handled it by first trying to understand what the customer is truly asking for by repeating the question back to them. When I still can’t figure out what they’re looking for after a little back and forth, I proceeded by asking the advice of my manager. They knew the answer, and I listened in so that I would know it for next time.

11. Do you like/use our company’s products? This is a hiring manager’s casual way of asking a customer service candidate how familiar they are with their brand. A restaurant may wonder if you’ve eaten their food before, or a make-up store could question if you’ve used the products.

    Answering this question is easier with a little previous research. Even if you aren’t their biggest customer, it makes you look more prepared to know a little bit about the services they offer.

    Example Answer:

    “I am a fan of Free Fashion’s clothing. I own a pair of bell-bottom jeans that I wear all the time and your line has the warmest socks on the market for the wintertime.”

12. Describe a tough customer situation you had and how you fixed it. Everyone who's worked in customer service before has racked up a few stories of dealing with difficult situations. It comes with the territory. How an individual repairs the situation describes their expertise in customer service.

    Give an answer to this question that paints you in a positive light by the end. Choose a situation that ends with a customer’s problem being solved thanks to you.

    Example Answer:

    In my first customer service position, I was working as a call center agent. It was a tough position because people were calling in very agitated most of the time. During one situation, in particular, a woman had called in very upset because her credit card had been overcharged for a purchase.

    “She was absolutely furious with the company and cursing at me. I managed to calm her intense emotions and form a solution to the problem. By the end of the call, she was thanking me.

13. How do you keep yourself motivated in a role that’s sometimes repetitive? Although customer service personnel interact with many different types of personalities throughout the day, the responsibilities of the role are often repetitive.

    Doing daily busy-work tasks gets boring after a while for a lot of employees. The interviewer wants to know how you’ll avoid slacking off on the less enjoyable customer service job tasks.

    Be truthful about the reality of the situation when answering. Don’t try to side-step the fact that certain tasks do get repetitive, and instead, divulge your process for getting through it.

    Example Answer:

    I’ve worked in various customer service roles for the past 5 years, which is long enough to understand that the tasks sometimes get repetitive. When I get frustrated with the repetitiveness of providing customer service, I take a moment to breathe. I find it helps me collect myself and motivates me to return to the work with more focus.

14. What is some negative feedback you’ve received from a customer, and what did you do with that feedback? A hiring manager isn’t necessarily asking this kind of question to uncover your weaknesses. Rather, they want to see how you’ve adapted and used criticism to improve yourself.

    Example Answer:

    I was assisting a customer over the phone, and he asked me a question. I had to pause and think about the answer, and from that moment on, he became very standoffish and unfriendly. I was puzzled about the sudden change in attitude after such a warm greeting.

    Later, I learned that the customer had mistakenly thought I was going to place him on hold, after he had already been waiting for 20 minutes to reach me.

    Reflecting back on the exchange, I realized that when I hadn’t known the answer right away, I had unconsciously taken the time to look for it without informing the customer.

    That was a lesson learned the hard way about why keeping open lines of communication with the customer at all times is so important, and now I’m very conscious about letting customers know what I’m doing while I’m doing it.

15. Where do you see yourself in five years? Employers ask job applicants about their plans for the years to come to understand what they’re working towards in the future. It demonstrates a candidate’s forethought in goal-setting and shows the interviewer if these plans align with their company.

    When discussing where you see yourself in 5 years during a customer service interview, keep it realistic, direct, and professional. Show the interviewer how working in this position contributes to your long-term goals for your career.

    Example Answer:

    In five years, I hope to have worked my way up to a managerial position in a customer service-related field. I love interacting with new and different people throughout the day, which is a work environment that customer service provides. I want to keep doing that kind of work in the next few years, but take on more leadership responsibility over time.

Additional Customer Service Associate Interview Questions for Employers

• What are some strategies you use to effectively communicate with customers, both verbally and in writing?

• How do you handle escalations from unhappy customers? Can you walk me through a specific example?

• What strategies have you found to be effective in reducing customer wait times and increasing first-call resolution rates?

• In order to provide accurate and helpful information to customers, how do you stay updated on product or service knowledge?

• How do you handle confidential or sensitive customer information in accordance with privacy regulations?

• Have you ever worked with a remote customer service team? What challenges have you faced, and how did you overcome them?

• Can you provide an example of a time when you had to upsell or cross-sell a product or service to a customer?

• How do you measure your own performance or success in providing excellent customer service?

• How would you handle a customer who had a language barrier or communication difficulties?

• How do you prioritize and manage multiple customer inquiries or tasks simultaneously?

How to Prepare for a Customer Service Associate Interview

The knowledge that you’ll soon be in the hot seat during a customer service interview creates a bubble of anxiety in an applicant’s guts. The nerves associated with attending a job interview can be lessened with some mindful preparation.

• Research. Researching an organization’s story is crucial to excelling in an interview. A hiring manager usually asks at least one question about the candidate’s familiarity with the company they’re interviewing for.

  Businesses want to hire candidates who are prepared and interested in working for their brand specifically.

• Practice. Pull one of your friends or family members to the side and practice. The act of answering questions in a mock interview feels silly at the moment, but it does wonders for your performance during the real thing. It builds comfort with the questions posed and the words you answer with.

• Prepare Examples. The best way to walk into an interview fully confident and prepared is to go over the questions that you’ll likely be asked during a customer service interview.

  Knowing what is probably going to be asked of you reduces the chance that you’re caught off-guard by an answer. It also gives you more time to ponder your response.

• Review the Job Description. Use the job description to construct your ideal candidate, but do not overlook inexperienced candidates who are proven to be good communicators and efficient problem-solvers.

• Explain Responsibilities. Ensure your candidates are aware of the responsibilities they would have as a customer service associate. This includes things like how the to communicate with customers, when typical call-service hours are, and more.

• Provide a Timeline. Provide your prospective customer service associate with an accurate hiring process timeline.

Tips for Answering Questions During a Customer Service Interview

1. Listen carefully to each question. Even if you’ve reviewed common customer service interview questions thoroughly, it’s still important to listen carefully during the interview.

   The wording or context of the question can be different from the ones you have experience with. Plus, answering too quickly gives the impression that you didn’t think about it too much.

2. Pay attention to your body language. In addition to thinking about your audible answers to questions during an interview, consider what your body language is saying. Displaying negative body language can override an otherwise excellent interview.

   Examples of positive body language include:

   • Perfecting your posture

   • Stillness

   • Eye contact

   • Facing straight ahead

   Examples of negative body language include:

   • Staring straight down at the table

   • Crossing arms

   • Frowning

   • Fidgeting

3. Be prepared with questions for them. At some point during an interview, you’ll probably be asked to hit the interviewer with any questions you have. Use this opportunity to find out any details you’re unsure about.

   Examples of questions to ask an interviewer include:

   • How will my performance be measured in this position?

   • What do you like best about working here?

   • Can you tell me what a typical workday would look like?

4. Don’t worry too much. Even though interviewing for a new job puts a lot of pressure on applicants to succeed, try not to get overwhelmed with worry. Getting too stressed out negatively affects your performance in an interview. There’s always another position if this one doesn’t work out.