馃攳
21 CUSTOMER SERVICE Interview Questions And Answers! - YouTube
Channel: CareerVidz
[0]
hello there my name is richard mcmunn
[2]
from the interview training company
[4]
passmyinterview.com
[5]
and in this tutorial i promise to help
[8]
you pass
[9]
a customer service interview so if you
[12]
have
[12]
any customer service interview coming up
[14]
whatsoever
[15]
for any role or any company make sure
[17]
you stay tuned
[18]
watch the presentation from start to
[20]
finish because i'm going to give you 21
[22]
customer service interview questions
[24]
tips and answers to help you prepare so
[27]
to help you be the standout candidate
[29]
at your customer service interview this
[31]
is what we're going to cover together
[33]
as i say i will give you a list of 21
[36]
customer service interview questions
[37]
the ones i strongly advise you prepare
[40]
for i'm going to give you brilliant
[42]
unique answers to tough customer service
[44]
interview questions
[46]
and you can't find those answers
[48]
anywhere else
[49]
i will give you tips on how to stand out
[51]
during your interview
[52]
and i will also tell you about further
[54]
resources you can get access to
[56]
including these slides and all of the
[58]
answers to help
[60]
you succeed so these four reasons why
[62]
you should stay tuned
[63]
don't forget to hit that like button
[65]
that motivates me to create more content
[67]
for you
[67]
and do make sure you subscribe i am
[70]
uploading videos insider job interview
[72]
videos literally every day
[73]
and i don't want you to miss out so the
[76]
first question
[78]
excuse me i want you to prepare for is
[81]
why do you want to work in customer
[82]
service now this is a common interview
[85]
question
[86]
that is assessing whether you genuinely
[88]
want to work in customer service
[90]
working in customer service requires
[92]
patience
[93]
resilience a positive attitude and lots
[96]
of energy
[97]
so here's my suggested answer to this
[100]
first customer service interview
[102]
question
[102]
to help you succeed why do you want to
[104]
work in customer service
[106]
i want to work in customer service
[108]
because i enjoy meeting new people
[111]
i enjoy making a positive difference to
[113]
their day and i particularly find it
[115]
rewarding
[116]
when i have to respond to difficult
[118]
customer service problems or complaints
[120]
i am a sociable people-centric
[122]
teamworker who has built up lots of
[124]
transferable skills
[126]
that are a perfect match for this
[128]
customer service role
[129]
i understand that for your business to
[131]
be successful
[133]
i need to provide outstanding customer
[134]
service that encourages customers
[136]
to return to the business time and time
[139]
again i love working in customer service
[141]
and the job satisfaction levels i
[143]
receive from doing so
[144]
make me genuinely want to come to work
[146]
each day and make a positive difference
[148]
in my role
[149]
that is a brilliant answer it is
[151]
energetic
[152]
it is positive and most importantly you
[155]
are saying that you
[156]
understand you have to do your job
[158]
properly
[159]
in order for their business to succeed
[162]
now you can either pause the video if
[163]
you want to and take a note
[165]
of the questions and answers as we work
[167]
through them together or if you want to
[168]
wait
[169]
i will tell you at some stage where you
[171]
can download my full set of 21
[174]
brilliant answers to tough customer
[176]
service interview questions including
[177]
all the ones
[178]
we are working through together today
[180]
here's the next question how would you
[182]
define
[183]
good customer service now not many
[185]
people can
[186]
accurately define what good customer
[188]
service is
[189]
but if you can define what it is you are
[192]
far more likely to be able to meet the
[193]
demands of the role
[195]
and here's the perfect definition to
[197]
help you
[198]
so how would you define good customer
[200]
service
[202]
i define customer service as providing
[204]
positive timely and attentive service
[207]
to all customers on a consistent basis
[210]
whilst making sure their experience in
[212]
store or online
[213]
is a positive one that is in line with
[215]
the company's customer service policies
[217]
and procedures
[218]
the aim of good customer service is to
[220]
encourage customers to
[221]
not only return to the business again in
[223]
the future but to encourage new business
[226]
through recommendations and positive
[228]
online reviews
[229]
so that shows you fully understand what
[231]
good customer service is
[233]
and if you can define it accurately you
[235]
are far more likely to be able to meet
[237]
the demands of the role here's the next
[240]
question
[241]
what are the most important skills
[243]
needed to work in customer service
[245]
now the only way you can accurately
[247]
answer this common
[248]
customer service job interview question
[250]
is if you have read the job advert and
[253]
the job description
[254]
i've done the work for you and here's a
[256]
great answer to assist you in your
[258]
preparation
[259]
what are the most important skills
[261]
needed to work in customer service
[264]
there are nine vital skills needed to
[266]
work in customer service
[267]
these are excellent communication skills
[269]
you need to be a good listener and be
[271]
attentive whilst dealing with customers
[274]
you must work at pace and respond to
[276]
customer queries and problems
[278]
in a timely manner a customer should
[280]
never
[281]
be left waiting unnecessarily you have
[283]
to be able to deal with customer
[285]
complaints in line with
[286]
company policy and you need to have a
[288]
thorough knowledge of products and
[289]
services
[290]
so you can answer customer questions
[291]
quickly you need to be flexible and
[294]
adaptable to help out uncover shifts
[296]
when required
[297]
and you have to continually improve and
[299]
develop in the role
[301]
so those nine skills are really
[303]
important in any customer service role
[305]
make sure you learn them
[307]
and then you can give them as the answer
[309]
to that common
[310]
question what are the most important
[311]
skills needed to work in customer
[313]
service
[314]
now don't go anywhere because i still
[316]
have many more questions and answers
[318]
to work through with you in fact we've
[319]
got 18 to get through
[321]
and they're going to make a huge
[322]
difference to your performance at the
[324]
interview but when you're ready if you
[325]
want to click that link
[326]
in the top right hand corner of the
[328]
video it takes you through to my website
[330]
pastmyinterview.com
[331]
where you can download my full set of 21
[334]
brilliant answers to tough customer
[336]
service interview questions
[338]
including all the ones we are covering
[340]
today during this video
[341]
here's the next one how would you deal
[344]
with a customer complaint
[346]
now if you have a customer service
[347]
interview coming up this question is
[349]
guaranteed to feature at some stage but
[351]
it's not an easy one to answer correctly
[354]
here's the best way to answer it how
[357]
would you deal with a customer complaint
[359]
now when dealing with any customer
[360]
complaint i would follow five
[362]
steps step one i would listen to the
[364]
customer and ask them
[366]
questions to clarify the exact cause of
[368]
the issue
[369]
listening serves two purposes the
[370]
customer gets to talk about
[372]
how they feel and you gain important
[374]
information that enables you to resolve
[376]
it quickly
[377]
step two i would apologize for the issue
[380]
and show empathy for their situation
[382]
if you are genuinely apologetic this can
[384]
help defuse a situation
[386]
and prevent it from deteriorating step 3
[388]
i would suggest a resolution to the
[390]
complaint
[391]
and where possible offer more than one
[392]
solution again this empowers the
[394]
customer
[395]
and it can help make them feel valued
[397]
step four i would resolve the problem
[399]
quickly based on the agreed resolution
[401]
finally step five i would apologize once
[404]
more
[405]
and then look at what steps could be
[406]
taken to prevent the same situation from
[408]
happening again
[409]
to provide excellent customer service a
[411]
company should always look to learn and
[412]
improve
[413]
make sure you learn those five important
[416]
steps they are perfect
[417]
for answering that customer complaint
[419]
interview question
[421]
here's the next one why is good customer
[423]
service so important
[425]
now this is a clever customer service
[427]
interview question because
[428]
it is assessing your understanding of
[430]
how great customer service has an
[432]
impact on the success of a business
[435]
here's my suggested answer
[436]
why is good customer service so
[438]
important
[440]
good customer service is important
[441]
because without it a business cannot
[443]
survive or reach its full potential
[445]
it is important because customers have
[447]
so much choice
[449]
and they have the right to take their
[450]
business where they feel they will get
[451]
the best service
[452]
that is why whilst working in this
[454]
customer service role
[455]
i will have the responsibility of
[457]
looking after your customers responding
[459]
quickly to their questions or queries
[461]
and making sure they feel valued and
[462]
appreciated so they want to come back to
[464]
the business time and time again in the
[466]
future
[467]
finally good customer service is
[468]
important because if a customer receives
[470]
poor service they will tell many people
[472]
about their experience
[473]
which can be detrimental to the
[475]
businesses reputation
[477]
that shows that you are aware of why
[480]
good customer service is so important
[482]
the next question what's the best
[484]
customer service you've ever received
[486]
what made it different now this question
[489]
is assessing your observational skills
[491]
and whether you understand the
[492]
difference between great customer
[493]
service
[494]
and poor customer service here's my
[496]
suggested answer
[498]
a few months ago i visited a restaurant
[500]
with my partner after making a table
[502]
reservation online as soon as i made the
[504]
reservation i received an email
[506]
confirmation
[507]
which detailed the time the location and
[509]
also parking facilities at the
[510]
restaurant
[511]
when we arrived we were greeted with a
[513]
smile a warm welcome
[514]
and we were immediately taken to our
[516]
table throughout the meal the waiter
[518]
served us in a timely manner
[520]
he was attentive he checked that we were
[522]
happy with our food
[523]
and he made pleasant conversation
[524]
without being intrusive
[526]
when we finished the meal he brought
[528]
over complimentary drinks with the bill
[530]
overall we experienced excellent food
[532]
excellent service
[533]
and we've since been back to the
[534]
restaurant on two further occasions
[537]
that is a brilliant answer it shows that
[539]
you fully understand
[541]
what great customer service is and
[543]
you've experienced it
[545]
the next question tell me a time when
[548]
you provided brilliant customer service
[550]
now again
[551]
if you have a customer service interview
[553]
coming up this question is guaranteed to
[555]
appear
[556]
make sure you give a specific situation
[558]
you've been in tell me a time
[560]
when you provided brilliant customer
[562]
service here's a great example
[565]
in a previous role i was dealing with a
[567]
customer on the telephone
[569]
they were unhappy that a colleague of
[571]
mine had not got back to them about
[573]
their query despite promising he would
[575]
do
[576]
i apologized asked them to explain the
[578]
issue and i promised to resolve it there
[580]
and then
[580]
for them after they had explained the
[582]
issue and i had asked numerous probing
[585]
questions to clarify the issue i put
[587]
them on hold whilst i spoke to the
[589]
relevant department
[590]
to sort out their problem although i
[592]
wouldn't normally put a customer on hold
[593]
for such a lengthy period of time
[595]
i was aware they had been let down by my
[597]
colleague and i wanted to put things
[598]
right
[599]
once i had resolved the issue for them i
[601]
informed them of everything i'd done i
[603]
apologize
[604]
once more and thank them for their
[605]
patience the following day i gave them a
[607]
quick call
[608]
just to check everything was still to
[610]
their satisfaction which it was
[612]
finally i spoke to my work colleague to
[614]
explain to him the importance
[616]
of following up on customer calls when
[618]
he promises to do so
[619]
so that shows you fully understand the
[622]
importance of great customer service you
[624]
deliver it
[625]
and i like that because you call them
[627]
back the next day
[628]
to check everything is okay and then you
[630]
go out of your way to talk to your
[632]
colleague
[633]
to tell him where he has gone wrong the
[635]
next question tell me a time
[637]
when you received poor customer service
[640]
now if a business provides poor customer
[642]
service
[642]
the consequences as you know can be
[645]
far-reaching
[646]
a disgruntled customer will often leave
[648]
a negative review
[649]
and even worse they will tell their
[650]
friends and relatives about their bad
[652]
experience
[653]
so here is my suggested answer tell me a
[656]
time when you received poor customer
[658]
service
[659]
i recently received poor customer
[661]
service after purchasing a product
[663]
online
[663]
from a company i contacted them after i
[666]
received the goods to ask a question
[668]
about a problem i had with the product
[670]
now unfortunately they took four days to
[672]
respond to my query
[674]
by which time i decided to return the
[676]
product for a refund
[677]
i then went online to leave a review
[679]
based on my experience with the company
[681]
due to the fact they took so long to
[683]
respond it's really important you
[685]
respond to customer queries quickly
[686]
whenever they contact you and to wait
[688]
four days for a response
[690]
is not acceptable so that shows you are
[692]
aware
[693]
of what poor customer service is and you
[695]
won't do it in your role
[697]
give me some examples of brilliant
[699]
customer service
[700]
now i love this customer service
[702]
interview question because it shows the
[704]
hiring manager or the interviewer
[706]
what you will do in the role to go above
[708]
and beyond for their customers
[710]
here's my suggested answer good examples
[713]
of brilliant customer service include
[715]
responding quickly to emails calls or
[717]
questions being pleasant and positive in
[719]
your style of communication
[721]
welcoming customers to the store or
[722]
premise when they arrive and responding
[724]
personally
[725]
to all emails other examples include
[728]
going the extra mile by offering
[729]
customers discounts or incentives
[732]
helping good causes within the local
[733]
community and remembering repeat
[735]
customers names
[736]
to add that personal touch in my opinion
[739]
those businesses who go the extra mile
[741]
are the ones who survive and who also
[743]
don't have to spend additional money on
[745]
advertising revenue
[746]
because they achieve their financial
[747]
goals through repeat custom
[749]
and recommendations so you can see all
[752]
of these answers are really helping you
[754]
to be the standout candidate
[755]
if you use all of these responses and
[758]
you genuinely believe in them you will
[760]
pass your interview
[761]
don't forget to subscribe i hope you're
[763]
loving these videos
[764]
and make sure you hit the like button
[766]
thank you the next question
[767]
how would you deal with a rude or
[769]
unreasonable customer
[770]
this is a difficult question now some
[773]
people will say they won't accept
[774]
any form of rudeness from the customer
[777]
however i would personally
[778]
answer this question in the following
[780]
manner how would you deal with a rude or
[782]
unreasonable customer
[784]
i would deal with them in exactly the
[786]
same way i would deal with all customers
[788]
by being polite courteous not taking
[790]
anything they say personally
[792]
listening to their problem or complaint
[793]
and responding in a timely and positive
[796]
manner
[796]
now when dealing with unreasonable or
[798]
rude customers it is important to
[800]
understand they might be having a bad
[801]
day
[802]
they may have received poor customer
[803]
service elsewhere or they may genuinely
[805]
be unhappy with the service
[807]
i would see it as my job to communicate
[809]
with confidence sort out any problems in
[811]
a timely manner and then turn around
[813]
their experience
[814]
so it is a positive one that's another
[816]
cracking answer
[818]
the next one what's the difference
[820]
between customer service
[821]
and customer support now the majority of
[823]
people cannot answer this question
[825]
but here it is customer support is
[828]
providing assistance
[830]
and support to your customers by
[832]
responding to questions complaints or
[833]
issues they may have
[835]
pre and post sale customer service on
[838]
the other hand
[838]
is helping customers make the most from
[840]
their purchase by adding value to their
[843]
purchase or their experience
[845]
so i have highlighted the important
[847]
words there
[848]
based on the difference between customer
[850]
support and customer service to help you
[852]
the next question tell me a time when
[854]
you bent the rules helping a customer
[856]
what happened and why did you bend the
[858]
rules so this is a difficult question
[860]
but the majority of interviewees
[862]
will say they've never bended or broke
[864]
the rules or they wouldn't do it however
[866]
i don't believe that's the best way to
[868]
answer this question sometimes
[870]
you have to bend the rules to provide
[871]
excellent customer service and here's
[873]
the perfect answer to help you
[875]
so tell me a time when you bent the
[877]
rules helping a customer what happened
[879]
and why did you bend them
[881]
whilst dealing with an elderly customer
[883]
on the telephone i decided to spend more
[885]
time helping helping them
[887]
then i was permitted because they were
[888]
struggling to place an order on our
[890]
website
[891]
they were anxious about the buying
[892]
process and i bent the rules
[894]
because it would have been unacceptable
[895]
to cut them off mid-call
[897]
i am required to complete all calls
[899]
within three minutes however on this
[901]
occasion i believe it was the right
[902]
thing to do to bend the rules slightly
[904]
to provide outstanding service now
[906]
although the call took more than nine
[908]
minutes to deal with in total
[909]
i had helped a customer overcome their
[911]
fear of online shopping
[913]
and they have since bought more items
[914]
from us via the website and i'm sure
[916]
you'll agree
[917]
that type of situation is perfect for
[920]
bending the rules because you are
[921]
encouraging
[922]
more custom because you're helping the
[924]
customer overcome their anxious their
[926]
anxiety
[927]
and they are then able to shop more with
[929]
you whilst dealing with a customer issue
[932]
how would you decide which information
[934]
to include and which information to
[936]
leave out
[937]
this is a common question believe it or
[939]
not i would assess what i am required to
[941]
include from a legal
[942]
and compliance point of view and what is
[944]
relevant to their buying experience
[946]
anything that is irrelevant unhelpful
[948]
confusing or that does not add value to
[951]
the customer service experience
[952]
i would leave out the next question
[955]
how do you see customer service evolving
[958]
in the future
[959]
customer service is changing all the
[961]
time now in the future
[963]
it will be far more efficient quicker
[965]
and relevant to a customer's
[966]
specific needs here's my suggested
[969]
answer to this tough customer service
[971]
interview question
[972]
how do you see customer service evolving
[974]
in the future here we go
[976]
i see online customer service becoming
[979]
more automated and faster
[981]
in the future as time goes on people
[983]
will have less time available
[984]
due to their busy lives and online
[986]
customer service will need to improve
[988]
from a speed and relevance perspective
[991]
in respect of offline businesses
[993]
shops and restaurants for example
[995]
customer service will have to be
[996]
outstanding
[997]
and those businesses that don't improve
[998]
may not survive
[1000]
customers expectations will increase and
[1002]
they will also have more choice too
[1004]
things will become more competitive so
[1006]
it will be important i always have a
[1008]
thorough knowledge
[1009]
of your products and services and that i
[1011]
respond quickly positively
[1013]
and appropriately the next question why
[1016]
should we hire you
[1017]
in this customer service position i'll
[1020]
tell you where you can get the answer to
[1021]
this in a second
[1022]
another question what experience do you
[1024]
have relevant to this customer service
[1026]
position
[1027]
describe a situation when you had to be
[1030]
flexible at work and you have to be
[1032]
flexible
[1032]
in all customer service roles tell me a
[1035]
time when you went above and beyond for
[1037]
a customer
[1038]
if someone within the customer service
[1040]
team was not doing their job to the
[1042]
correct standard what would you
[1043]
do about it what's the best way to build
[1045]
up positive relationships
[1047]
with customers so click that link
[1051]
in the right hand top right hand corner
[1053]
of the video it takes you through to
[1054]
this page here
[1055]
you can download all of the answers to
[1057]
those questions and there's 21
[1059]
including those last few i've just gone
[1061]
over
[1063]
i will also tell you what questions you
[1065]
should ask at the end of your customer
[1066]
service interview
[1068]
make sure you check out that page
[1070]
download the answers
[1071]
it will make a huge difference to your
[1073]
preparation you can use them
[1075]
within your interview i hope you've
[1077]
enjoyed that don't forget to subscribe
[1078]
hit the like button
[1080]
thank you for watching and i really
[1082]
genuinely hope you pass
[1083]
your interview have a brilliant day
[1085]
thanks for watching
Most Recent Videos:
You can go back to the homepage right here: Homepage