Customer Service Job Interview Questions
A career in customer service isn’t a good fit for everyone, but how can you be sure the person you’re interviewing will be a good candidate for your customer service team? You need to ask the right questions to make sure your potential employee is right for the job. Here are some customer service job interview questions you should be asking at your next interview.
Why do you want to work in customer service?
Because customer service focuses on meeting the needs of others, you really want to know that your candidates are passionate about providing great customer service. It’s not the type of job that you can Û÷fake’–pretending to enjoy customer service typically leads to employees that do a poor job and who experience burnout fairly quickly.
Dig down and see what experience the candidate has in the customer service industry. Why do they want to work in this field? What lies beyond customer service for the candidate? Their answers will help you determine whether they’ll be a good fit for your business.
Can you tell about a time you practiced empathy within customer service?
Empathy is a critical skill for anyone who works in customer service. Employees need to be able to put themselves in their customer’s shoes in order to provide the best service possible. Did the candidate ever put in extra effort to champion their customer’s cause when a problem seemed difficult to solve? How committed is the candidate to making the customer service experience a good one for your customers? All of these questions will help you determine how customer-focused the potential employee will be if you hire them.
How would you deal with a Û÷tricky’ customer?
Not every customer is a happy one–you need to hire staff that know how to resolve conflict, reassure worried customers, and who can help de-escalate angry customers so that you can help them with their problem. Knowing how a candidate is likely to handle a situation with an angry or tricky customer will help you know if they’ll be a good fit for your customer service team.
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