People working in customer service jobs as representatives serve customers by providing product and service information, dealing with queries and helping to resolve problems.
They may be required to record and update account information and to collect and analyse customer information.
A good customer service representative requires excellent communication skills. They may deal with customers face to face, via written correspondence or, most frequently, by telephone.
Emotional intelligence, empathy and behavior
6.Can you tell me about a time when you were proud of the level of service you gave a customer?
7.Have you ever dealt with an unreasonable customer? How did you handle it, and how would you handle it today?
8.Have you ever bent the rules in assisting a customer? Tell me the situation and the outcome.
9.In your past work, have you ever received negative feedback from a customer? What did you do with that feedback?
10.Can you tell me about a customer that you found difficult to understand, and how you approached that interaction?
11.Can you describe a time when you had to say “no” to an important customer’s request?
12.What’s the best way to help a customer who has worked with multiple agents and hasn’t received the help they need?
In this section, you need to hear specific, true stories of past service experiences. Even a very junior candidate may have prior retail experience to draw on.
A good candidate will share detailed examples from their own experiences, and be able to answer follow up questions on those examples. Look for people who show humility and take responsibility for their mistakes.
Watch out for people who give theoretical examples rather than real situations or who only provide examples where the customer or their colleagues were at fault.