Customer Service Representative interview questions

Basic questions

1. What does good customer service mean to you?
2. How do you answer a phone call professionally?
3. How do you help a customer who does not understand you?
4. How do you stay polite when you are tired?
5. Why is it important to solve a problem in the first call?
6. How do you show a customer that you are really listening?
7. How do you take notes during a call or chat?
8. Why do you want to work as a Customer Service Representative?

Practical questions

1. An angry customer is shouting on the phone. Walk me through your response.
2. You do not know the answer to a customer's question. What do you do?
3. How do you handle many chats or calls at the same time?
4. A customer asks for a refund that is against the policy. What do you say?
5. How do you write a clear complaint note for the next team?
6. How do you end a call or chat so the customer feels satisfied?
7. When should you escalate a problem to a senior, and how do you do it?
8. You promised to call a customer back but forgot. What do you do when you remember?

What interviewers want to hear

Strong answers usually touch on:

• Answer with a real example: the situation, what you did, and the result, ideally with a number.
• Keep each answer to about a minute; make your main point in the first two sentences.
• Expect follow-ups. Good interviewers dig into what you just said.