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Interview Questions To Ask For A Customer Service Role

Customer ServiceCustomer Service: The Backbone of Every Company

Customer service is the backbone of a company and it is vitally important to get it right.  This means finding the right people, who are those that are able to carry on the message and vision of the business, while making sure customers are treated with dignity and respect and are encouraged to return again and again.  Whether you want to work in customer service, or you are an organization looking for people to work in that field, an interview process is always necessary.  Interview processes are designed to filter out which people will be able to deliver that message.  Although interviews are not foolproof, they are incredibly important.  So what questions can you expected to be asked, or should you ask if you are doing the hiring, in customer service?

QUESTION: What is good customer service?

This is one of the most important questions of all, as it will determine whether or not someone is able to fit within the team and deliver what is needed.

“The interviewer wants to know what you consider quality customer service and how you would be willing to provide it to customers.”  Job Interview Question: What is Good Customer Service?

Some of the things that should be looked for in the answer include being aware of the products and understanding what they are for and how they are used.  It is also about offering customers assistance in terms of helping them to decide what their best choices are.  Furthermore, it is about being helpful and friendly, placing the customer at the center of the process.  Finally, it is about being efficient so that issues are resolved the right way and as quickly as possible.

QUESTION: How do you deal with change?

As human beings, many of us are naturally resistant to change.  However, in order for a business to be successful, it can never be stagnant.  Change is all around us at all times and in order for someone to be able to deliver excellent customer service, they have to be able to deal with change at a moment’s notice.

“Change is an essential part of life in any call centre environment, as the industry strives to achieve best practice for their customers and stakeholders.”  The Top 50 Interview Questions and How to Handle Them

An candidate should provide examples of change processes they have gone through in the past.  They should be able to describe the problems these changes have caused and how they were able to overcome them.  Finally, they can explain how the change eventually improved things for the better.

QUESTION: How would you deal with a specific situation?

Role play and scenario explanations are becoming increasingly popular in interview questions.  This is for good reason, because it demonstrates how someone would respond in the actual workplace.  This will tell the interviewer a lot about how someone can think on their feet, for instance by monitoring how long it takes the person to come up with a solution.

“The customer is pointing out a big known problem with your product, what do you do?  [This indicates if they can show empathy and/or have the ability to apologize.]”  10 Interview Questions for Hiring Great Customer Service Reps

Closing Thoughts

There are many other questions that can and should be asked during an interview for a customer service role.  All of them are designed to understand the candidates’ understanding of what customer service is, and the ability to demonstrate how they deal with some of the more challenging situations.  It takes a special person to be able to work in this area of the business, whether that is in a face-to-face role, or in a call center.  This is why it is very important, as an organization, to have a clear view on goals as well, so that an candidate can be tested on these.

About 

Co-owner/Co-founder of Intesi! Resources. Educated as an architect I transitioned to technology during my career in architecture. Intesi! Resources was founded in 2002 and my focus is everything Web/eCommerce related from the design and development of our site to all the marketing activities involved. I also provide significant support for our clients on all our products and how they are used to deliver assessment-driven learning solutions that develop self-awareness and interpersonal skills.

This entry was posted in Customer Service and tagged on by .

About Steve Giles

Co-owner/Co-founder of Intesi! Resources. Educated as an architect I transitioned to technology during my career in architecture. Intesi! Resources was founded in 2002 and my focus is everything Web/eCommerce related from the design and development of our site to all the marketing activities involved. I also provide significant support for our clients on all our products and how they are used to deliver assessment-driven learning solutions that develop self-awareness and interpersonal skills.

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