Answers to 10 Common Customer Service Interview Questions

February 26th, 2013 by lewis

Zendesk, a popular customer service tool, featured 10 interview questions for hiring great customer service reps.  I’ve included the list below; stay tuned for example answers in an upcoming blog post.  Our question to you: what customer service interview questions would you like to see examples for?  Respond in our comments section.

  1. Who have you spoken with so far in the interview process and what did you talk about? [This demonstrates if can they retain knowledge of names and other details]
  2. Tell me about your last or current position — what did you love and what didn’t you like?
  3. Tell me about problems with the products or services you previously supported?
  4. What things on your resume are you really an expert on? [Ask to provide a really tough issue they resolved that involved those items.]
  5. How do you respond when you don’t know the answer to a question?
  6. The customer is saying you’re taking too long to solve the issue, what do you do?
  7. The customer is pointing out a big known problem with your product, what do you do? [This indicates if they can show empathy and/or have the ability to apologize.]
  8. Give an example of a customer that you turned around from a position of unhappiness to sheer joy.
  9. Define really great support. What experiences have you had personally that are great examples?
  10. Have you tried our product/service and what do you know about it?

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