Customer Service Representative - Interview Questions

Let’s start general. You’re likely to encounter this question in several different interview situations, but it’s important to tailor your answer to the job you’re interviewing for. Yes, the interviewer does want to know why you want this customer service position. Don’t discount passion thinking this is an easy hourly job pick-up…employers don’t like that. Customer service jobs require a specific set of skills. Even if you did originally apply simply because you need a job, think about what interested you in this company or this position, specifically.

Here’s your chance to explain the characteristics of fantastic customer service. Does it depend upon friendliness? Empathy? Strong communication skills? All three? Take this question a step further by explaining what excellent customer service is and then diving into how you exhibit these qualities.

Psst…this is the same question as above, just worded differently. If you’re asked this, make sure to explain a specific situation. Still detail the characteristics that made the experience great, then try to relate it to who you are and how you can provide the same level of customer service.

This question is geared toward helping an employer understand your conflict resolution skills. Upset customers are part of customer service, no matter what. Aim to explain how you deescalated a situation. A retail employer knows there are instances where an angry customer is upset over something out of your control. However, this doesn’t mean you should treat them any differently. It’s your job as a customer service representative to handle the situation professionally and do everything you can to help the customer. If you’ve never been in a customer service role, be honest, but then discuss a personal situation where you had to exercise conflict resolution skills.

Any customer service environment is team-oriented. Be positive and enthusiastic about working with a team. However, if you also enjoy working on your own, it’s okay to bring this up. After all, the employer wants to know that you’re flexible and motivated. You work well with others, but don’t need to be told to do something in order to do it. Keep your answer balanced. Working with others is an opportunity to grow, and no retail store can function effectively without an “all hands on deck” approach. 

Another important trait of customer service: problem-solving ability. Remember, though, it’s okay if you can’t answer a customer’s question. That’s a problem-solving opportunity in itself. What do you do? Focus on solutions. Maybe you ask a veteran employee. Or, if it’s a high-level question, perhaps you turn to your direct supervisor. Regardless, treat this question as your chance to show that if you can’t solve a problem, you’ll take it upon yourself to find someone who can. That’s quality customer service. 

Here’s where researching a company ahead of time comes in handy (more on this later). Notice, too, that this question plays in the same ballpark as “What interested you in this position?” Employers don’t want to hire people who simply want a job. They look for passionate and dedicated employees who want to work at Company ABC. Plus, a lot of retail companies – like Target, for instance – have specific philosophies that they use to train their employees. Knowing a company’s customer service philosophy ahead of time (and being able to discuss it) will make you stand out in an interview.

Ah, empathy. It might be one of the most important elements of customer service and, if you can exercise it well, will go a long way in helping you be successful in a retail role. Note that empathy is not sympathy. Think of the former as being able to understand someone (instead of just feeling bad for them). Essentially, you can put yourself in their shoes, feel what they feel, relate to their situation, and use this knowledge to address it appropriately. Having an answer to this question in the back of your pocket is super helpful.

Want to know what this question is asking? Not only how you’ll act at work, but how you’ll separate your personal life from your professional one. In other words, how do you stay upbeat, friendly, and helpful at work, while keeping any personal issues away from your job? That’s a key component to answering this question. Identify the workplace as its sort of world, and explain how you would treat the position with importance and not let outside factors affect your job performance. Want to know what this question is asking? Not only how you’ll act at work, but how you’ll separate your personal life from your professional one. In other words, how do you stay upbeat, friendly, and helpful at work, while keeping any personal issues away from your job? That’s a key component to answering this question. Identify the workplace as its sort of world, and explain how you would treat the position with importance and not let outside factors affect your job performance.

Of course, no one is perfect, and an employer understands this. Under no circumstance should you try to fib a response to this? Conversely, don’t dive too far into the firepit. Telling your employer about a time when you lost it on a customer won’t do you any favors. Like the teamwork question, this one’s about balance. Was there a time in a past position where you just couldn’t answer a customer’s question? Or maybe, no matter what you did, a customer wasn’t satisfied? Discuss this. More importantly, share with your employer what you learned from the failure, and how you grew in your position and as an individual.

The “excellent customer service” question is one that can be used in any customer service position, but it is a favorite for cashier interviews because your job depends upon your ability to provide top-notch customer service, all the time.

Before your interview, take notes on what you believe to be excellent customer service. If you’re asked this question, lead with this: “I believe excellent customer service is __________.” Then, connect this belief to a past experience. For example, “When I was working as a stock clerk at Target, I encountered a customer who needed __________. We didn’t have any on the floor, so I took it upon myself to check our inventory and…”