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Customer Service Representative Interviews

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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

Question 1

Question #1: What does customer service mean to you?

How to answer
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 2

Question #2: Describe a situation when you interacted with an upset customer and how you resolved their concerns.

How to answer
How to answer: Using the STAR method (situation, task, action, result) can help you tell a story of when you dealt with an unhappy customer and what actions you took to resolve their concerns. Choose a situation that ends with a resolution and a happy customer.
Question 3

Question #3: What skills do you think are most important in customer service?

How to answer
How to answer: Answering a question about important skills allows an interviewer to determine whether your views and values align with those of the organization and the needs of the position. Before your interview, review some of the main skills listed in the job posting and touch on them in your answer.

76,054 customer service representative interview questions shared by candidates

1) Tell me about a time when you demonstrated great customer service by promoting or up selling a product or service the customer may not have otherwise considered? What specifically did the customer come in to buy and what were you able to up sell to him/her? 2) Describe a time when you were able to make a significant contribution to a team effort, goal or objective.
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Customer Service Representative

Interviewed at BMO Financial Group

3.8★
Dec 27, 2013

1) Tell me about a time when you demonstrated great customer service by promoting or up selling a product or service the customer may not have otherwise considered? What specifically did the customer come in to buy and what were you able to up sell to him/her? 2) Describe a time when you were able to make a significant contribution to a team effort, goal or objective.

I had to answer questions like: What would I do if my power went out, What would I do if I didn't immediately know how to solve a customers problem? What did I do to calm down an irate customer? And at what point in time did I have to sell something to a customer. All of my responses had to be recorded. Very simple, and I hope training will be okay. I will update to speak about that after it's over.
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W@H Customer Service Representative

Interviewed at Sutherland

3.5★
Oct 23, 2015

I had to answer questions like: What would I do if my power went out, What would I do if I didn't immediately know how to solve a customers problem? What did I do to calm down an irate customer? And at what point in time did I have to sell something to a customer. All of my responses had to be recorded. Very simple, and I hope training will be okay. I will update to speak about that after it's over.

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