customer service associate interview questions

Most people will respond warmly (“A 9!”), but her follow-up coaches more candor into the dialogue: “How could they get to a 10?”. It’s also important to ask for specific anecdotes and to frame questions so they can’t be answered with a pat “yes” or “no.” For example, “What’s a time that this person resolved an intra-team conflict?” will get you a lot further than, “Do they work well with others?”. How would you define good customer service?

I found in my time working at a clothing store that a sincere compliment and a smile were often more effective than longer conversations. It’s also okay to ask similar questions at different points during the interview.

Seeing how they react speaks volumes about how they will handle real-life situations — and will help you avoid wasting time and energy hiring the wrong person. 2. Boilerplate questions don’t reflect the reality of support. Why did you choose that skill, and how did you learn it? Why? 5. Instead, complement your must-ask questions, your “zigs,” with a few questions that “zag.”. Click here to read more, Home » Career Center » Interviews » Interview Questions » 5 Common Customer Service Associate Interview Questions & Answers. With a considerate process and clever questions in hand, you’ll own up to your end of the bargain and set the stage for candidates to reveal who they are, how they work, and if they’re the person you’ve been looking for. People who can talk about their interests and carry on a casual conversation typically perform well in a customer service role. 13. Get people to commit with one question (“What are you a perfectionist about?”) and then dig deeper with a second (“When has this created conflict between you and someone else?”). What was your approach, and how did it end up?

What’s a time you had to give somebody an answer they didn’t want to hear? Below, Cassie Marketos provides some useful tips for conducting better interviews. 4. Use these customer service associate interview questions to aid in your preparation. 2. 6. People can reveal a lot about their personal psychology by how they frame a story. If a candidate carefully addresses each point you’ve asked them to discuss, that means they’re an engaged and sincere listener. The applicant needs to show the ability to give customers effective phone service. What did you do with that feedback? 21. What’s the last new skill you learned? I believe that an outgoing personality is essential for this position, due to the amount of time that will be spent interacting with and assisting customers. Honesty is also a key character trait that will allow me to excel in this position. You can also zag by how you conduct interviews. 1. How did you approach your decision, and what happened? What interests you about customer service, in particular?

Think creatively, establish a system, and then stick to it. I have learned essential skills such as asking, "How can I help you today?"

Afterwards the owner verbally thanked me for all my extra work on the project. These questions give you an opportunity to understand what a candidate will be like to work with. Have you ever dealt with an unreasonable customer? It’s also a good indication you’ve found somebody who will treat users well when they show up to talk to your company.

The same answer can be packaged in wildly different ways according to a customer’s temperament, and it’s important to know if your future teammate can adapt their tone. You won’t be left groping for questions, your interactions will be more memorable, and you’ll be able to standardize the circumstances under which you assess candidates. At MyPerfectResume, we are passionate about two things: sharing our knowledge about the workforce and providing exceptional tools to help jobseekers get ahead. Often, the best stories will come out when candidates have had a few minutes to think about an earlier question. 9. Thanks to our well-rounded assemblage of experts, we offer industry-specific resume and cover letter writing tips and career advice for almost every job. This type of person will seek to find win-win solutions that enable trusting relationships to be formed. rather than "Do you need any help?" 23. The applicant needs to show the ability to give customers effective phone service. 5 Customer Service Associate Interview Questions & Answers. When responding to a customer, how do you decide what information to include and what to leave out? Is there something specific that stands out to you about the product or team? When they’re new, they’ll face many questions in the queue that will leave them stumped. When interviewing potential support hires, you always run the risk of repeating the same questions, receiving the same answers, having the same small talk, and then promptly forgetting all the important details.

8. We’re telling stories of companies spearheading a more thoughtful way of doing business, while showing the world you can be successful without sacrificing your values. Customer Service Associate Interview Questions 1. How can you tell if that smart and eager customer service candidate will be an engaged and productive team member? Watch out for people who really want a different role but see customer service as the easiest way to get a foot in the door. The applicant’s answer to this question will demonstrate their problem-solving and people skills. What’s the next book I should read?

When I first began working with the public, I wasn't always sure how to say the right thing.
Why? Describe your ability to resolve conflict. The tricky thing about interviews is you only have one shot to set the right tone and learn what you need. When I was employed at a local grocery store, I spent time working at the customer service desk.
Where do you see this role taking you?

Build My Resume. How has your previous experience working with people prepared you for this position? I’m closely paying attention to how they describe the actions of others; you don’t want them to harshly blame anyone else, but objectively assess the situation and how they tried to resolve it.”.

I also ask for an example of a recent conflict and how it was resolved. Beware of people who claim never to have been stumped or who can only give examples where another team or colleague provided the final answer. Good candidates will share detailed examples from their own experiences and will be able to answer follow-up questions about those examples.

Questions 13-15 measure a candidates’ ability to solve problems — an invaluable skill that can always be improved. A Customer Service Associate assists a company's customers with inquiries related to their products and services. 1. Call Center Representative Interview Questions, 7 Customer Service Interview Questions You Need to Ask, Customer Service Associate Job Description, Call Center Representative Job Description, Customer Service Representative Job Description. I volunteered to help with this process and designed a spreadsheet that we used to keep track of items. Are they always looking to learn new skills? What do you think they could have done differently to make it better?

Can you give an example of how you handled alerting a customer when your product/service caused a major problem? What do you think makes a good teammate? Help Scout alum Ivana Flodr has honed her technique down to a particularly revealing pair of questions. Why is that subtext so important? Can you describe a time when you had to say no to an important customer’s request? Most interviews include several general questions, and you should be prepared to discuss why you are interested in the position and your employment history. 22.

Customer service, learnings, and product updates, Customer service insights, organized by theme, Deep dives spanning the customer lifecycle, Live and recorded sessions with industry experts. A strategic approach makes for less fuss, more focus, and leads to the best person possible joining your customer service team. 1. A Customer Service Associate needs excellent phone etiquette. Look out for candidates who can only describe a single communication approach; they may be too inflexible.

During my time at the clothing store, we underwent an entire inventory reorganization and counting. Here are some good storytelling questions to get you started: An active listener is a prepared problem solver. Short of inventing a time machine, there’s no guaranteed method, which makes your interview one of the most important tools you have to vet customer service and support candidates.

That way when you are asked a question, you'll have several ideas to pull answers from. 20. The potential hire’s answer will give you insight into their understanding of quality service. In combination with using an even tone of voice and an apology when needed, this method of conflict resolution led to happy customers.

Tell me about a time when a customer was reporting a technical issue that you didn’t know the answer to.

I would always seek first to understand their position and then restate it back to them, so I knew we both understood each other. Describe your ability to resolve conflict. In your past work, have you ever received negative feedback from a customer? 4. When they purchase and love an item because of my recommendation, trust develops between us. How do they respond?


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