Interview questions in customer service
These are the questions to prepare for in a job interview in customer service: 6 job-specific questions with tips for good answers, the most common questions in every interview, and questions you can ask the employer. With Selja you can also practise the interview for the exact job you have applied for.
Job-specific questions in customer service
Tell me about a time you helped a dissatisfied customer.
Use STAR. Show that you let the customer finish, took responsibility for solving the issue and checked that the customer was satisfied.
What does good customer service mean to you?
Give a short definition in your own words, and an example where you went the extra mile yourself.
How do you keep quality up when the queue is long?
Show that you work efficiently without rushing the customer. Mention how you use templates and notes, and that you solve the issue fully the first time.
What do you do when you do not know the answer?
Say that you are honest with the customer, find the answer from a colleague or in the procedures, and let the customer know when they will hear back.
How do you react when a customer is angry or rude?
Show that you do not take it personally, stay calm and know when to pass the case on.
How do you learn new products and systems?
Give an example of something you learned quickly, and how you went about it.
Common questions in every job interview
Tell me a little about yourself.
Keep it to one or two minutes. Start with who you are professionally, highlight two or three experiences that are relevant to the job, and finish with why you are applying right now. Skip your whole life story.
What are your greatest strengths?
Choose two or three strengths the job actually requires, and give a short example of each. A strength without an example is just a claim.
What is your greatest weakness?
Choose something real that is not crucial for the job, and explain what you are doing to improve. Avoid tired answers like saying you are a perfectionist.
Why did you apply for this job?
Link what you know and enjoy to what the job involves. Mention two specific things in the job ad that appealed to you, not just that you need a job.
What do you know about us?
Read their website, recent news and LinkedIn page beforehand. Mention something specific, such as a product, a client or an initiative, and say why it interests you.
Tell me about a time you solved a difficult problem.
Use STAR: briefly describe the situation, what your task was, what you did, and what the result was. Spend most of the time on what you did yourself.
Tell me about a time you made a mistake.
Choose a real mistake, take responsibility without blaming others, and spend most of the time on what you did to put it right and what you do differently now.
Tell me about a disagreement with a colleague. How did you resolve it?
Show that you listen and focus on the issue, not the person. Finish with how you worked together afterwards.
What are your salary expectations?
Research the pay level for the job beforehand. Give a range instead of a single figure, and justify it with your skills and responsibilities. The hourly pay calculator here can help you convert between hourly and annual pay.
When can you start?
Check your notice period before the interview, and give a concrete answer. If you are flexible, say so.
Answer with the STAR method
When you are asked for an example, the STAR method gives an answer that is concrete and easy to follow:
- Situation: Where were you, and what happened? Keep it short.
- Task: What was your responsibility or goal?
- Action: What did you do, step by step? Spend most of your time here.
- Result: What was the outcome? Include numbers if you can.
Questions to ask the employer
How many enquiries does one person handle on a normal day?
Gives you a picture of the pace, and whether there is time to do a good job for each customer.
How do you measure quality and results in customer service?
You find out what you will be assessed on, for example response time, customer satisfaction or resolved cases.
Which channels do you answer in, and which opening hours do you cover?
Tells you whether it is phone, chat or email, and whether the working hours include evenings or weekends.
What does a normal week look like in this job?
You get a concrete picture of the daily work, and can see whether the tasks match what was in the job ad.
What are the most important goals for the first six months?
Shows that you are thinking about delivering from the start. The answer tells you what is actually expected of you.
How do you measure success in the role?
You find out what you will be assessed on, and whether the goals are clear or vague.
What are the biggest challenges the person who gets the job will face?
A mature question that gives an honest picture of the job. Feel free to say briefly how you would tackle them.
Practise the interview with Selja
The best thing you can do before the interview is to practise the questions for that exact job out loud. Interview practice in Selja creates questions from the job ad and your CV. You answer by speaking or writing and get feedback on every answer, so you know what to say differently before it counts.
- See the interview questions for your profession for free.
- Create your CV and cover letter for the job in under a minute, so you get the interview first.
- CV example in customer service
- How to prepare for a job interview
Frequently asked questions
What do they ask in a job interview in customer service?
You get both common questions, like "Tell me a little about yourself", and job-specific questions, for example: "Tell me about a time you helped a dissatisfied customer." and "What does good customer service mean to you?"
How do I prepare for an interview in customer service?
Read the job ad and find the three most important requirements. Prepare a short example for each, ideally with the STAR method, and practise out loud. Have two or three questions ready for the employer.
Is there a tool for practising an interview in customer service?
Yes. With interview practice in Selja you practise the interview for the exact job you have applied for, speaking or writing, and get feedback on every answer. You can see the most common interview questions by profession for free, and Selja also creates your CV and cover letter for the job in under a minute.