Customer Service Job Interview Answers

by Lisa McQuerrey
Talk about your communication and interpersonal skills.

Talk about your communication and interpersonal skills.

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Hiring managers interviewing for customer service positions want employees with exceptional communication skills and the ability to interact with a variety of different personality types. Interview questions will revolve around dispute resolution, helping customers find solutions, representing the image of the company and helping the business maintain a satisfied repeat client base.

Behavioral Interview

You'll likely be asked behavioral-style interview questions. Rather than ask you to describe how you would theoretically handle a particular situation, an interviewer will ask you to describe past experiences in the customer service arena. For example, you might be asked to talk about a time you handled a difficult customer, overcame a language barrier or solved a complex customer service issue that involved several different departments. Focus on examples that demonstrate your ability to think on your feet, employ best practices and help the customer feel good about doing business with your company.

Personality Traits

Successful customer service staffers have a variety of personal traits that serve them well in their jobs. For example, patience, tolerance and a calm demeanor are good skills to have in a customer service role. When asked to describe what makes you a valuable customer service resource, respond by highlighting ways in which you help customers resolve problems, your understanding of company policies and your ability to keep tense or contentious situations focused. Hiring managers look for customer service employees who will serve as advocates for their customers.


Highlight the parts of your professional background that demonstrate your customer service abilities. Describe the aspects of previous positions that show your experience responding to customer complaints, writing service correspondence and roles that required you to take a hands-on approach to customer interaction. Quantify your contributions where possible, noting increased customer retention statistics, repeat customer levels, and awards or recognition your company received because of your service efforts.

Training and Education

In addition to describing your formal education, talk about ongoing professional development and training you've participated in to keep you on the leading edge of best practices in the customer service arena. Describe membership in customer service organizations as well as seminars and conferences you've attended to stay abreast of industry trends. This demonstrates your commitment to continually improving your service levels.

Your Customer Service Ideals

A hiring manager might ask you to describe how you view customer service. Respond by being pro-customer, emphasizing your willingness to do whatever is necessary to ensure that the customer has a positive impression of your business. Give examples of rewarding customer interactions, such as helping a business customer decrease his operating budget and stay in business by working with him to find affordable equipment rental options. Describe teamwork initiatives that produced positive results, like personally visiting with the claims manager of an insurance agency and getting a firm coverage eligibility answer for a distraught customer on the spot, rather than transferring her back and forth between departments.

Other Tips

Customer service employees must have a positive outlook and be outgoing, approachable, friendly and knowledgeable. Make an effort to interact with your interviewer, engaging him in conversation and showing an interest in the company and the responsibilities of the role you're seeking. This demonstrates your ability to interact and converse intelligently with customers. Ask questions about how much authority you would have to make decisions about customer service issues, and what kind of managerial support you can expect when dealing with belligerent customers. Be knowledgeable about the role of the company's customer service department and establish yourself as a gracious and genuine person who will be a good, front-line representative of the organization.

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