Article • 34 min read
Top 22 customer service interview questions and answers in 2024
Our comprehensive list of the best customer service interview questions and answers can help you build a dream team of customer service representatives or prepare for your next customer service interview.
著者: Sarah Olson, Staff Writer
更新日: August 2, 2024
According to The Zendesk Customer Experience Trends Report, 45 percent of CX leaders indicate the impact of CX on customer loyalty as extremely high, and 42 percent say the same for business growth. However, delivering exceptional customer service experiences that foster loyalty and drive revenue is nearly impossible without the right team.
Modern customer service reps (CSRs) should possess the right combination of people skills and critical thinking to address customer needs and remain resilient amidst complaints. And with the rise of AI in customer service, their roles are evolving to include managing, editing, and supervising AI tools.
Our list of top customer service interview questions and sample answers will provide you with the insights needed to recruit the best talent for your dream team.
More in this guide:
- Personality customer service questions
- Behavioral interview questions for customer service representatives
- Situational interview questions for customer service representatives
- Skills and experience customer service interview questions
- Tips to conduct better customer service interviews
- Frequently asked questions
- Ask these customer service interview questions to find your ideal hire
Personality customer service questions
Personality-based customer service questions help ease the tension and allow the candidate to relax before diving into the interview. These questions also give you a chance to gauge if their personality aligns with your company culture. By asking the right questions, you can gather valuable insights about the candidate simply by observing how they handle this part of the interview.
1. Tell me about yourself.
Why you might ask this: “Tell me about yourself” is a standard question for any job interview, and the candidate should be expecting it. How they answer it can say a lot about their attitude and aptitude for a customer support role. You can see their conversational skills while also identifying their interests and strengths.
What to listen for:
Responds using personable language
Follows a clear train of thought
Lists relevant skills, interests, or passions
Example answer:
“Professionally, I’m a recent college graduate from The Ohio State University with a degree in communications. I’m curious about a career in customer support because I can apply what I learned while earning my degree with my passion for helping people.
Personally, I’m an animal lover, and when I’m not volunteering at the Humane Society of Summit County, I’m spending time at the dog park with my three pugs.
I’m really grateful you took the time to talk to me today, and I’m excited to learn more about the role and see if it would be a good fit.”
2. What does good customer service mean to you?
Why you might ask this: This question reveals the candidate’s philosophy of good customer service and how it aligns with your company’s values. It shows their fundamental values and priorities when interacting with customers. Do they prioritize quick fixes, or do they see customer service as an opportunity to build lasting relationships? Their answer can indicate whether their values align with your company’s customer service philosophy.
It can also spark a discussion about the candidate’s past experiences with good and bad customer service, offering insights into their expectations and how they might approach challenging situations.
What to listen for:
- Emphasizes the importance of customer satisfaction, empathy, and building relationships
Goes beyond simply solving problems and focuses on exceeding expectations
Demonstrates a passion for helping others and a commitment to providing excellent service
Example answer:
“Good customer service is about more than just solving problems. It’s about building relationships and creating positive experiences. To me, it means actively listening to customers, understanding their needs, and empathizing with their frustrations. It involves clear communication, timely responses, and going the extra mile to exceed expectations. Ultimately, good customer service is about leaving the customer feeling valued, heard, and satisfied with the interaction.”
3. How would previous colleagues describe you?
Why you might ask this: This question offers valuable insights into the candidate’s self-awareness and how they perceive their contributions to a team. It can also reveal the candidate’s interpersonal skills and how they interact with colleagues.
Additionally, this question can uncover any potential red flags related to teamwork or collaboration while also highlighting desirable customer service traits.
What to listen for:
Describes themselves using terms that align with the desired qualities of a customer service representative
Shares concrete examples of situations where their colleagues recognized and appreciated their contributions
Provides a balanced response that acknowledges strengths and potential areas of improvement
Example answer:
“My previous colleagues would likely describe me as a dependable and supportive teammate who consistently goes above and beyond to help others. I am known for my positive attitude, proactive approach to problem-solving, and willingness to take on new challenges. I am also a strong communicator who values open and honest feedback. These customer service traits have helped me build strong relationships with both colleagues and customers, and I believe they would be valuable assets in this role.”
4. What is your favorite part about working in customer service?
Why you might ask this: Opinion-based interview questions for a customer service position allow potential agents to get creative with the answer. This question can help you identify what the candidate is looking for in a new position, workplace environment, and career trajectory. Consider how their priorities align with the open position, your company’s goals, and your customer service objectives.
What to listen for:
Uses phrasing that doesn’t disparage past employers or roles
Recognizes skills gained and lessons learned
Shows interests aligned with the open position
Example answer:
“In my current role, I support customers on every channel, which, for us, consists of email, phone, chat, and social media messaging. I especially like talking to customers on social media because I get to be more conversational and use emojis.”
“I love providing customer-centric solutions. One thing I like the least about customer service is that we can’t always offer the solution that the customer wants. We can offer alternatives that satisfy the customer, but I always want to “wow” them.”
5. Why do you want to work here?
Why you might ask this: This question allows the candidate to discuss their interest in the customer service position. They should have a passion for customer service and explain how this role ties into their larger career path. In addition to their career goals, the candidate should touch on what they can bring to your team and what appeals to them most about your business.
What to listen for:
Demonstrates interest in growth with your company
Details what appeals to them about working for your company
Explains what they can bring to the table
Example answer:
“Your company has great reviews on Glassdoor, with current and former employees both raving about the positive work environment, great company culture, investment in employee growth, and prioritization of mental health.
I’m excited about this opportunity because we share similar values, and I think my ability to make meaningful connections with customers aligns with your mission.”
Behavioral interview questions for customer service representatives
Behavioral, communication, and people skills can be just as important as expertise in the product or industry. These customer support interview questions can help you learn how the candidate could mesh with (and improve) your current team.
The candidate should answer behavioral questions using the STAR method, which stands for situation, task, action, and result. This means they provide the context of a situation, the task they needed to complete, the actions they took to complete the task, and the outcome.
6. How well do you work under pressure?
Why you might ask this: Dealing with high-pressure or stressful situations in a customer service role comes with the job. The potential stress level depends on the issue, situation, or customer, and the rep should be able to bring each scenario to a successful and timely resolution.
What to listen for:
Details methods and thought processes when handling a range of pressure situations
Provides an example of how they successfully navigated the situation
Describes how they stayed calm, professional, and maintained composure during the situation
Example answer:
“Working under pressure is just part of being a customer service rep. When a situation pops up, I take a deep breath and think before reacting to make sure I’m following the best course of action to reach a fast and satisfactory resolution.
In my prior call center role, management gave me an overdue issue because the owning CSR left the company unexpectedly. The customer needed a resolution by the end of the week, and the previous CSR made very little progress.
I created a detailed plan and broke up the task into easily achievable daily tasks that helped me meet the deadline. I communicated with my manager each time I completed a portion of the issue and if I fell behind or needed additional resources. We resolved the issue by the promised time.”
7. How do you handle getting negative feedback from a customer?
Why you might ask this: This behavioral question demonstrates how the candidate handles internal and external interactions after receiving negative customer feedback. You can learn how the candidate reacts, how they communicate, and what they might do in response.
“We all need to know what we could do better,” says Alaina Franklin, director of customer success at Zendesk. She adds, “or someone else will do it better.”
What to listen for:
Describes apologetic and empathetic communication with the customer
Demonstrates thoughts on how to prevent the situation from occurring in the future
Details how they collaborated with agents, teams, or departments that may be affected by the feedback
Example answer:
“Any feedback from customers is valuable feedback. It helps me understand what I can improve about my level of customer service or how the business can improve the product or processes. Listening to the customer and implementing their feedback gives the customer a voice and makes them feel valued, which is a positive for the business.”
8. How do you prioritize your work?
Why you might ask this: This interview question elaborates on the previous question and analyzes the candidate’s time management skills and how they deal with shifting priorities. This allows you to learn more about how the candidate approaches work, which tasks they address first, and how they stay on track.
What to listen for:
Describes task management techniques that demonstrate the ability to pivot and be flexible
Shows the ability to identify which tasks are the most important
Displays the ability to prioritize tasks in a fast-paced environment
Example answer:
“I review my task list in Asana each morning and address customer communication right after, adding new tasks based on urgency and moving critical tasks to the top of the list. I communicate with the customer immediately, even if I don’t have a resolution, so they know we’re working on the issue.”
9. How do you handle a disagreement with a teammate or manager?
Why you might ask this: The question measures the candidate’s interpersonal skills, ability to communicate with teammates and management, and their ability to navigate situations when collaboration between teams or compromises is needed.
What to listen for:
Possesses professional communication and interpersonal skills
Describes their conflict management techniques
Demonstrates the ability to resolve an uncomfortable situation
Example answer:
“I was in a situation where I disagreed with my manager’s suggested approach to helping a customer. I suggested an alternate approach, but the manager insisted on moving forward with their process. After a few minutes, I asked to talk to her in a private room, where I explained the details and context of the issue that she was not aware of since she was looking at the issue from a high level. After gaining context, she agreed that we could move forward with my approach but offered a few tweaks to make it even more satisfactory for the customer.”
Download 150 customer service interview questions
Find customer service talent with these interview questions. Build a dream team.
Situational interview questions for customer service representatives
Situational interview questions help you see how a job seeker would perform in common situations of a customer service job.
10. How do you respond when you don’t know the answer to a question?
Why you might ask this question: Interview questions like these help you understand how a candidate might respond in real situations. This question measures how an agent responds to a customer when they ask a question and the agent doesn’t have an answer.
What to listen for:
Defines a clear approach and strategy
Describes the rationale supporting their chosen approach
Expresses transparent and ongoing communication
Example answer:
“It’s important to be transparent with the customer, but there are ways to phrase the communication to include a positive spin. I like to say something like, ‘That is a great question! I will find the answer for you.’ Including a time that they can expect a follow-up is always a great practice.”
11. Tell me about a time when you had to deliver bad news to a customer.
Why you might ask this: Delivering bad news is often a common part of customer service. The answer allows you to evaluate a candidate’s communication skills, how proactive and transparent they are with their communication, and the processes they took to resolve the issue. They should describe an alternative solution they offered that satisfied the customer.
What to listen for:
Shows apologetic and empathetic communication skills
Displays proactive and transparent communication
Describes the steps they followed and the resources they exhausted to reach a satisfying resolution
Example answer:
“I had a situation where the customer’s delivery was lost in transit, but the order showed it was delivered. The customer reached out and was angry because they were supposed to have gotten their order a few days earlier. It was a personalized item, so replacing it would be a challenge.
I immediately escalated the issue and involved management so we could try to track down the lost item. We worked on the issue over the course of a week and communicated any updates with the customer. We never found the item and had to issue a refund. I sincerely apologized to the customer, and management authorized a massive discount on their next order.”
12. How would you handle a difficult or angry customer?
Why you should ask this question: Dealing with difficult or angry customers is an inevitable part of customer service. This question helps you assess the candidate’s ability to remain calm under pressure, de-escalate situations, and find solutions that satisfy the customer, even in challenging circumstances.
What to listen for:
Focuses on finding solutions
Demonstrates a calm and professional demeanor
Shows empathetic communication skills
Example answer:
“I think it’s always important to remember that in the customer’s world, their issue is the most important issue. It makes sense that they are angry and have a sense of urgency. I’ve found that in these situations, I’m more successful when I frame my response as helping the customer find the best possible answer.
For example, I might say, ‘ I know how important it is that you find an answer to this question, so I want to make sure I’m giving you accurate information. I appreciate your patience as we work through this, and I’ll provide an update by the end of the day.’”
13. Can you give me an example of a time when you turned an angry customer into a happy one?
Why you should ask this question: Strong candidates should have more than a few examples to draw from, and they should be proud to share them. Watch for body language, such as smiling or talking more loudly, as this shows that a candidate really loves the work.
What to listen for:
Provides examples that come easily
Has a sense of pride and accomplishment
Demonstrates relevant hard and soft skills
Example answer:
“I once had an angry customer who was venting about a product that arrived broken. He said the product was a gift for his daughter, whose birthday was the next day. He would have to show up to her party empty-handed. I told him I was so sorry for what happened, but I thought of how we could help.
I talked to my team, and we were able to send him a new product with overnight shipping. We also surprised him by throwing in gift wrapping for no charge. With just a little coordination and a small cost, we totally changed that gentleman’s experience.
It was so rewarding to hear from him later that his daughter loved the gift, and he said he was blown away by the service he received. It really affirmed for me the value of customer service and how we can impact our customers.”
14. Tell me about a time when you received poor customer service. What would you have done better?
Why you might ask this: Everyone has received bad customer service at some point or another. This question makes the candidate toggle between the customer’s perspective and the CSR’s. The example they provide should be fair for the business and the customer and help you learn their standards of customer service.
What to listen for:
Displays empathy and compassion
Shows critical thinking and problem-solving skills
Describes what they consider a good customer service experience
Example answer:
“A product I ordered was broken when I opened the box. I called their customer service team, and the rep was unapologetic and acted indifferent to my situation. He rushed through the call and simply offered a refund.
If I were the rep, I would have immediately apologized. Next, I would have provided multiple options, like issuing a credit or expediting a replacement, and asked if one of the methods I suggested was okay or if they had something else in mind.”
15. What was the biggest mistake you’ve made on the job, and how did you handle it?
Why you might ask this: Everyone makes mistakes—but some are bigger than others. This question can help you understand the coachability of your candidate and what they learned from the situation. It can also display their attention to detail and the sizes and types of mistakes they’ve made in the past.
What to listen for:
Defines if they took full responsibility for the mistake or shifted the blame
Details the lessons they learned
Describes the process they used to handle the situation and how they communicated with peers and customers
Example answer:
“I pride myself on my close attention to detail and error-free work. However, I made a careless mistake while entering an order for baking soda, typing in 50 pounds instead of the 5,000 pounds that the customer needed to make lavender bath bombs for the holiday season. The order was delivered, they were well short of what they needed, and their production lines were shut down.
I sincerely apologized to the customer and explained the error. I promised to do anything I could to get them the baking soda by the end of the day and escalated the situation to a supervisor. We were able to deliver the shipment that same day.”
16. Tell me about a time when you went above and beyond for a customer.
Why you might ask this: Providing great customer service can sometimes mean giving efforts beyond your standard duties. This question lets the candidate describe their out-of-the-box thinking to achieve a satisfactory resolution.
What to listen for:
Provides a concise description of the problem
Describes the innovative solutions they tried
Illustrates the resolution that satisfied the customer
Example answer:
“I once worked in customer service at a hotel chain in Columbus, OH. A customer checked in on a business trip and had never been to Ohio before. She asked if there were any vegan and gluten-free restaurants in the area. I wasn’t sure but told her I would find out.
I researched Yelp and Google Reviews and compiled a list of 12 places within a five-mile radius that had both vegan and gluten-free options. I hand-delivered the list to the customer, and she was ecstatic to give them a try.”
17. Tell me about a time when you had to say “no” to a customer.
Why you might ask this: Sometimes, customer service means finding a compromise with the customer when their ideal resolution isn’t something you can offer. This question lets the customer describe how they said “no” to a customer—without actually saying no.
What to listen for:
Provides creative or alternative solutions that satisfied the customer
Illustrates professional and positive communication
Gives reasons why they had to say no and what led to that conclusion
Example answer:
“A customer called and told me they bought an item they didn’t like and wanted to return it. I looked up their account and saw they purchased a Final Sale item. The policy clearly states on the site and throughout the sales funnel that Final Sale items can not be returned or exchanged. I explained the policy to the customer and said I couldn’t offer an exchange or credit since it was a final sale item.”
18. Describe an experience when you had to empathize with a customer’s situation for you to truly understand their issue. How did you solve it?
Why you might ask this: Customer service representatives need empathy to thrive in their role. Your candidate should detail a past scenario that showcases their level of customer empathy and the skills they used to satisfy the customer.
What to listen for:
Shows their active listening skills
Expresses empathetic communication
Details critical thinking skills
Example answer:
“My customer was upset that their picture frame arrived with cracked glass. The frame was an anniversary gift to hold a picture of their extended family. I sincerely apologized and asked the customer questions about the anniversary, like the date they needed to present the gift. After learning it was two days away, I expedited the new frame free of charge to arrive in time.”
Skills and experience customer service interview questions
These customer service questions don’t have a right or wrong answer, and they allow the candidate to make a case to back up their answers. This allows you to learn more about the candidate and how they interpret different elements of customer service.
19. What skills do you possess that will help you excel in this role?
Why you might ask this: This question allows candidates to highlight the specific customer service skills and experiences that make them a strong fit for the position. It also helps you identify candidates with the right technical and interpersonal skills to thrive in your company’s customer service environment.
What to listen for:
Mentions skills that are directly relevant to the job description
Shares specific examples of how they’ve demonstrated the skills
Shows excitement about using their skills to contribute to the team’s success.
Example answer:
“I possess a strong combination of communication, problem-solving, and interpersonal skills that I believe will make me successful in this role. In my previous role as a customer service representative, I consistently received positive feedback for my ability to actively listen to customers, understand their needs, and provide clear and concise solutions. I’m also a highly organized and detail-oriented individual, which helps me manage multiple tasks efficiently and prioritize customer inquiries effectively. Additionally, my natural empathy and patience allow me to de-escalate tense situations and build rapport with even the most challenging customers.”
20. What are your strengths? What’s your greatest weakness?
Why you might ask this: These “dreaded” questions are still a mainstay of customer service interviews. The answers the candidate provides should align with the role and describe steps they are taking to improve and eliminate their weaknesses.
What to listen for:
Lists actual strengths and weaknesses that aren’t detrimental to their role or your business
Describes methods of self-improvement to turn their weakness into a strength
Shows vulnerability and transparency
Example answer:
“I’ve always had issues with public speaking. It’s important to feel comfortable speaking up, especially in meetings. I’ve been working with a speech coach to help me overcome my overwhelming fear. I hope I have the opportunity to jump into conversations with this new role if given the opportunity.”
21. What do you think makes a good teammate?
Why you might ask this: A customer service rep operating as a lone wolf isn’t sustainable. They need to work well with their pack to survive. This question allows your candidate to define the traits they like in a teammate and the characteristics that will help them fit in on your team.
What to listen for:
Provides examples of situations that demonstrate how they’re a good teammate
Enthusiastic about working with others
Demonstrates an understanding of what makes a good team
Example answer:
“A good teammate is someone who is easy to work with and who collaborates and communicates well. They are flexible and willing to compromise for the betterment of the team or customer. They do their job and offer support when you need it. They are someone you can rely on when you need help and also someone who doesn’t hesitate to ask for help when they need it.”
22. What are your career goals?
Why you might ask this: Most businesses want a permanent team member who can grow and develop within your company. This question tells how they envision their career path and lets you identify any red flags suggesting they aren’t looking for a long-term role.
What to listen for:
Shows excitement about growing with your company
Provides well-thought-out, realistic goals and their plan to reach them
Mentions details that suggest they might jump ship if other opportunities arise
Example answer:
“My goals include mastering the role of customer service representative with an eye toward management. The next logical step would be to become a lead and oversee a small team to learn how to be a more effective manager.”
Tips to conduct better customer service interviews
Now that you have the best customer service interview questions, learning more about the interview process itself can help you create a more insightful experience. These tips will help you maximize your time with the candidate.
Ask open-ended questions
Open-ended questions encourage candidates to elaborate on their experiences and provide more detailed insights into their thought processes and problem-solving abilities. This can lead to richer conversations and a deeper understanding of their potential fit for the role.
Assess cultural fit
Beyond skills and experience, cultural fit is essential for a positive and productive work environment. Observe the candidate’s demeanor, communication style, and values during the interview. Do they seem enthusiastic and engaged? Do their values align with your company’s mission and culture?
Cultural fit isn’t about finding someone who is exactly like everyone else on your team; it’s about finding someone who complements the team’s strengths and adds a unique perspective while sharing the same core values.
Evaluate soft skills
While technical skills are important, soft skills often set exceptional customer service representatives apart. Pay attention to the candidate’s communication style, empathy, active listening skills, and ability to build rapport.
These important customer service skills are crucial for resolving issues effectively, de-escalating tense situations, and creating positive customer experiences. Use situational and behavioral questions to assess how they apply these skills in real-world scenarios.
Be transparent with the candidate
Communicate the role’s details so the candidate can determine if the position is a good fit for them. Be transparent about the daily responsibilities, expectations of the role, your company policies, and other relevant information, so you’re in lockstep from the moment you hire them.
Practice active listening and take notes
Create a conversational experience with the candidate by practicing active listening—displaying body language (nodding) and using short phrases of confirmation (like “yes” and “right”). Taking notes further demonstrates that you’re listening and, based on your body language, can suggest to the candidate that they’re doing well.
Save time for questions and give detailed answers
Keep the meeting on track so you can ask all the important questions and have time to answer any questions or concerns the candidate may have. Abruptly ending the interview and rushing one candidate out the door to bring in another can paint a negative picture of your team, suggesting a hectic or impersonal work environment.
Providing enough time for questions also ensures that the candidate has the detailed answers they need when deciding to join your team.
Be clear about the next steps
To conclude the interview, explain the next steps of the interview process and the timeline for when the candidate should expect a follow-up. This alleviates a candidate’s uncertainty and mirrors the transparent communication your business should provide to its customers.
Frequently asked questions
Ask these customer service interview questions to find your ideal hire
Our interview questions for customer service representatives can set your hiring managers up to conduct a successful interview. Asking the right questions can give the candidate a chance to tell their customer service story and help you determine whether they would be a good fit.
