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By Audrey Korir

Are you interviewing for a job in customer service?

Whether the role is in customer service, retail or any other position that requires you to have personal contact with clients, your potential employer will be eager to know how you would interact with customers and provide them with assistance.

To that end, here are some common customer service interview questions you should expect;

1. What is Customer Service?

Too obvious?

As cliché as it sounds, the employer wants to see if your definition of customer service matches up to the company’s definition of customer service.

A sample answer you could use is;” I would define customer service as helping customers handle issues, get the product or service they want, and doing your best to ensure that they leave feeling happy and satisfied”

2. What does Good Customer Service mean to you?

What do you consider to be quality customer service? How you define good customer service? And how you would be willing to provide it to customers?  In your answer, be prepared to give specific examples of good customer service, either from your work experience or from your personal experiences as a customer too.

3. Why do you want to work in customer service?

Your dedication and passion for the job will be tested here. Are you a people-person who enjoys interacting with others? Do you feel gratified when you can solve problems? Or, do you believe passionately in the product or service the company sells?

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4. Tell me about a time you had to deal with a difficult client, how did you handle it?

You are going to be expected to deal with a variety of customers with different personalities and levels of understanding.  It will not always be a smooth sail.  You will be expected to show how you handle problems, your conflict resolution skills and how you will be able to maintain the company’s integrity and values.

5. Is there a time you could not solve a customer’s problem, how did you go about it?

Display your problem-solving skills and show how you would communicate with the customers and your fellow staff.

For example, I would say; “Thank you for your question, kindly hold on the line as I enquire about it”, and take steps to find a solution. You can talk about double-checking your work, reaching out to colleagues or one of your managers for assistance or even referring them to someone who could assist them better.

6. What do you know about our products or services?

This is where the employer will find out if you took the time to research the company and what it offers. Learn everything you can about the company and its products before you go into the interview. The employer wants to know if you know what your duties will entail and how much you want the position.

7. Tell me about your previous customer service experience

Have you had experience in a similar role? Highlight the most relevant ones. Discuss relevant skills that you have, such as communication skills, empathy, problem-solving, etc.

In Summary, your real employer here is the customer.  Do your research, go through a training , seek mentorship anything to help you clinch that customer service job.

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