Question Overview: This question allows you to learn about the candidate's attitude toward customer service. You'll learn whether he or she understands the importance of customer service and whether he or she has a passion for providing excellent service. You'll also learn whether he or she has a realistic view of the job and whether he or she is likely to be satisfied with the position.
Sample Answer: Customer service is helping customers with their needs. I enjoy helping people and making them happy.
Question Overview: This question gives you an opportunity to see how the customer service associate candidate responds to difficult situations. You'll learn how he or she handles stress, and you'll be able to see how he or she deals with a difficult customer. You'll also learn how the candidate would handle a situation in which he or she was not able to provide a solution.
Sample Answer: I had a customer who was upset because of a delay in delivery. I apologized for the delay and explained that the product was on backorder. I offered a discount on the product and assured him that I would contact him as soon as it arrived.
Question Overview: This question helps you determine whether the customer service associate candidate is interested in growing with your business. You'll learn about his or her career goals and whether he or she is looking for a long-term position. You'll also learn whether the candidate would be interested in a promotion or if he or she would prefer to remain at the same level.
Sample Answer: I would like to continue working in customer service and eventually become a supervisor.
Question Overview: This question allows you to find out why the customer service associate candidate is interested in your business. You'll learn about his or her reasons for applying for this position. You'll also learn whether the applicant has done any research about your business and whether he or she is familiar with your products and services.
Sample Answer: I'm interested in working for your business because I've heard good things about it. I like the products you sell and I think I'd be a good fit for this position.
Question Overview: This question allows you to see how the customer service associate candidate views his or her career. You'll learn whether he or she is looking for a long-term position or a stepping stone to another job. You'll also learn whether he or she has goals and plans for his or her career.
Sample Answer: I would like to advance within the company. I would like to learn more about the company's products and services.
Question Overview: This question reveals the customer service associate candidate's communication skills and personality. You'll learn how well he or she can express him or herself and whether he or she is able to provide a clear picture of his or her strengths and weaknesses. You'll also learn about his or her values, goals and interests.
Sample Answer: I'm a recent college graduate with a degree in business. I enjoy working with people and have experience in customer service. I'm looking for a job where I can use my communication skills to help customers.
Question Overview: This question helps you understand how the customer service associate candidate may work with others. You'll learn if he or she is a team player and if he or she is able to work independently. You'll also learn how well he or she communicates with others.
Sample Answer: I enjoy working with a team. I am able to work independently when needed. I am able to communicate clearly and effectively with my team members.
Question Overview: This question gives you an opportunity to learn about the customer service associate candidate's self-confidence and self-awareness. You'll learn whether he or she is able to articulate his or her strengths and weaknesses. You'll also learn whether the applicant has done his or her research into your business and whether he or she has a good understanding of the position.
Sample Answer: I have experience working in customer service and I have a passion for helping people. I know that I would be a great fit for this position.
Question Overview: This question gives you the opportunity to learn whether the customer service associate candidate is available to work the hours that you need. You'll also learn whether he or she has any scheduling conflicts that would prevent him or her from working the hours you need.
Sample Answer: I am available to work the hours selected.
Question Overview: This question helps you understand how the customer service associate candidate may respond under pressure. You'll learn if he or she would be able to handle difficult situations independently or if he or she would need too much assistance with these kinds of incidents. You'll be able to gauge his or her strengths and weaknesses. This question will also provide insight into the candidate's temperament and emotional maturity.
Sample Answer: I remain calm and try to understand the customer's needs. I explain the situation and apologize for any inconvenience.
Question Overview: This question allows you to find out what the customer service associate candidate knows about the position. You'll learn whether he or she has done research about your company and the position. You'll also learn whether he or she has a clear understanding of the responsibilities of the position.
Sample Answer: I know that this position is responsible for handling customer service inquiries and requests.
Question Overview: This question allows you to see how the customer service associate candidate responds to stressful situations. You'll learn whether he or she is able to remain calm and professional when faced with a difficult situation. You'll also learn whether he or she would be able to handle difficult situations independently or if he or she would need too much assistance with these kinds of incidents. You'll be able to gauge his or her strengths and weaknesses.
Sample Answer: I was working as a cashier when a customer became angry and began yelling at me. I remained calm and explained that I was unable to process the transaction because he had not provided the correct payment. He apologized and we were able to finish the transaction.
Question Overview: This question helps you understand how the customer service associate candidate interacts with others. You'll learn if he or she is comfortable in a customer service environment and if he or she is able to remain calm and professional in stressful situations. You'll also learn whether the candidate has the communication skills necessary to be successful in this position.
Sample Answer: I enjoy interacting with the public. I'm able to remain calm and polite even when dealing with difficult customers.
Question Overview: This question helps you determine the candidate's typing speed. You'll learn whether he or she is able to type quickly and accurately. This is an important skill for customer service associates because they must be able to type up notes and correspondence in a timely manner.
Sample Answer: I can type at a rate of 60 words per minute.
Question Overview: This question is a legal requirement for all employers. It is a simple question that requires a simple answer.
Sample Answer: Yes, I can submit an I-9 form.
Question Overview: This question allows you to see how the customer service associate candidate responds to challenges. You'll learn whether he or she is able to take initiative and work independently. You'll also learn whether he or she is able to think quickly on his or her feet.
Sample Answer: I was assigned to process a large number of returns. I stayed late and worked through my lunch break to complete the task.
Question Overview: This question is designed to find out whether the customer service associate candidate is flexible and willing to work any shift. You'll learn how committed he or she is to the position. You'll also learn whether he or she is able to work weekends and holidays.
Sample Answer: I am available for any shift.
Question Overview: This question provides insight into the customer service associate candidate's interests and personality. You'll learn whether he or she has any hobbies or activities that would make him or her a good fit for your team. You'll also learn whether the applicant is able to maintain a balance between work and personal life.
Sample Answer: I like to spend time with my family and friends. I also enjoy reading, watching movies, and going to the gym.
Question Overview: This question gives you insight into the customer service associate candidate's ability to handle difficult situations. You'll learn whether he or she is able to remain calm and professional when management is not available. You'll also learn how well he or she can handle customer issues independently.
Sample Answer: I had a customer who was upset about a product. I was able to resolve the issue by listening to his concerns and finding a solution that worked for him.