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Customer Service Representative Interview Questions

Edited by Indeed Employer Content Team
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Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

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Whether you are preparing to interview a candidate or applying for a job, review our list of top Customer Service Representative interview questions and answers.

  1. How do you describe customer service? See answer
  2. How do you know when you have provided quality customer service? See answer
  3. What customer service programmes are you familiar with using? See answer
  4. How do you develop your product knowledge skills to support your position? See answer
  5. What training do you have regarding customer service skills? See answer
  6. The position requires the candidate to complete extensive training on our products. What concerns do you have about the training? See answer
  7. Describe a time you received exceptional customer service. What made it so exceptional? See answer
  8. Tell me about a time you provided exceptional customer service. See answer
  9. Describe a time you had to handle an angry customer. See answer
  10. How do you build professional relationships with your colleagues? See answer
  11. What do you dislike about working in customer service? See answer
  12. What form of communication are you most comfortable with? See answer
  13. What do you know about our products and services? See answer
  14. How do you handle a situation in which you aren’t sure how to help a customer?
  15. How do you handle a customer who you can’t understand?
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Indeed’s Employer Resource Library helps businesses grow and manage their workforce. With over 15,000 articles in 6 languages, we offer tactical advice, how-tos and best practices to help businesses hire and retain great employees.

Read our editorial guidelines

15 Customer Service Representative Interview Questions and Answers

How do you describe customer service?

A Customer Service Representative must have a solid understanding of what comprises excellent customer service. The goal of the question is to evaluate what qualities of customer service the candidate values. What to look for in an answer:

  • Communication skills to express thoughts and ideas constructively
  • Ability to explain basic concepts of customer service
  • Positive attitude and willingness to provide quality service

Example:

"To me, customer service is helping a customer with any question, concern or problem they have with a product or service that the company provides. I see myself as a representative of the company and need to embody the company's values and mission in every interaction I have."

How do you know when you have provided quality customer service?

The goal of the question is to evaluate how the candidate determines their internal metrics of providing excellent service to customers. What to look for in an answer:

  • Ability to articulate what creates quality customer service
  • Willingness to go above and beyond for a customer
  • Communication skills to interact with customers positively

Example:

"I know that I have provided quality customer service when a customer leaves the store with a smile and a sense of happiness. It is my job to make every customer feel valued, whether they purchase at the time or in the future."

What customer service programmes are you familiar with using?

Depending upon the role and company, a Customer Service Representative may require experience using customer relationship management (CRM) software. The goal of the question is to determine if the candidate has CRM software experience. What to look for in an answer:

  • Basic computer skills to use a CRM programme effectively
  • Attention to detail and accuracy when using software
  • Communication skills

Example:

"In my previous roles, I have used various CRM software, including ZenDesk, Salesforce Sales Cloud, and TeamSupport. I also have experience using company-specific software for booking appointments, recording purchases, and managing basic customer information for email marketing and sales promotions."

How do you develop your product knowledge skills to support your position?

A successful Customer Service Representative has extensive knowledge of the company's products and services. The goal of the question is to evaluate how the candidate gains this information to be proficient at their job. What to look for in an answer:

  • Willingness to continue professional development training
  • Ability to prioritise learning about the company's offerings
  • Ability to take what they have learned and implement the knowledge into their position

Example:

"In the past, I have researched the products and services the company offers. I have completed internal training on product knowledge, and I often create a cheat sheet to have important information readily available. If the company offers a service, I experience what the service is like so that I have firsthand knowledge and can speak with customers confidently."

What training do you have regarding customer service skills?

Although not always required, having customer service training can enhance the proficiency of a Customer Service Representative. The goal of the question is to determine what training a candidate has taken. What to look for in an answer:

  • Willingness to continue with professional development
  • Experience with specific software programmes or computer platforms
  • Training for customer service situations, such as conflict resolution or needs analysis

Example:

"I have taken various courses in my career, including software-specific training for ZenDesk. I have trained in conflict resolution, effective communication skills, and moving a customer through the sales process."

The position requires the candidate to complete extensive training on our products. What concerns do you have about the training?

When hiring a new employee, many companies require specific product and service-based training so that the Customer Service Representative can be effective and knowledgeable. The goal of the question is to determine what concerns the candidate may have about completing the training. What to look for in an answer:

  • Willingness to continue professional development
  • Communication skills to express concerns effectively
  • Ability to retain information and implement knowledge within the position

Example:

"I am excited to hear that you have an extensive training programme for new employees. It is important for me to understand everything about the products and services the company provides. It is also vital to understand the business's policies and procedures so that I can operate within specific guidelines when assisting customers."

Describe a time you received exceptional customer service. What made it so exceptional?

The question's goal is to identify how the candidate defines exceptional customer service from their personal experience. What to look for in an answer:

  • Communication skills to express details about a personal experience
  • Ability to relate personal experience to the current situation
  • Positive and enthusiastic attitude they bring to the position

Example:

"The best customer service I ever received was when I was a guest at a day spa. From the moment I booked the appointment, they treated me as the most important client in the world. As I arrived at the spa, they called me by name. They offered me a glass of cool water with fruit slices. They added little extras throughout the day that were unexpected..."

Tell me about a time you provided exceptional customer service.

The question's goal is to determine how the candidate defines exceptional customer service by providing a real-life example. What to look for in an answer:

  • Willingness to treat customers with respect and dignity
  • Ability to think creatively to exceed a customer's expectations
  • Communication skills to understand a customer's needs and wants

Example:

"It is my goal to provide exceptional customer service every time I interact with a customer. The most recent example I can give is helping a customer with their software subscription. The customer didn't understand how to renew their subscription, and was frustrated and angry. I remained calm, didn't take their anger personally, and listened to their frustration. I renewed their subscription for them, but also added on an extra month for free. I also provided them with a detailed email that included links to various resources so they could maximize their use of the programme."

How do you handle a situation in which you aren't sure how to help a customer?

There will be times when a Customer Service Representative won't know the best way to handle a situation. The goal of the question is to evaluate how the candidate deals with uncertain circumstances. What to look for in an answer:

  • Ability to ask for guidance and support when required
  • Communication skills to identify the customer's problem
  • Critical thinking and creative problem-solving ability

Example:

"When working with a customer, I always try first to exhaust all my information and resources. Often, if I can think creatively about the issue, I can develop a solution. If not, I will then go to my supervisor and ask for their opinion on what I should do. I have a few ideas ready and then ask for their guidance on the best course of action."

Describe a time you had to handle an angry customer.

Customer Service Representatives often have to deal with upset customers regarding a product or service. The question's goal is to evaluate how the candidate handles an angry customer and resolves the issue. What to look for in an answer:

  • Ability to self-regulate their emotions and remain calm
  • Willingness to listen to a customer and understand their problem
  • Ability to resolve the conflict positively that leaves the customer happy and satisfied

Example:

"In a Customer Service role, I am familiar with handling angry customers. One example was a customer who was angry over a product not shipping on time, and they weren't able to give it as a gift for the occasion. I listened to the customer, remained calm and composed, and didn't take their anger personally. I empathised with them, and by allowing them to vent, they eventually calmed down, and we came to an acceptable resolution."

How do you build professional relationships with your colleagues?

Depending upon the company, a Customer Service Representative may work remotely or within a physical location. The goal of the question is to determine how the candidate builds relationships and collabourates with their coworkers. What to look for in an answer:

  • Interpersonal skills to develop professional relationships
  • Communication skills to collabourate and share ideas and best practises
  • Ability to work independently and within a team environment

Example:

"When I first start a new position, I introduce myself to all of my coworkers and get to know a bit about them. I ask questions that are related to their position and ask for any guidance or advice. This allows them to share their knowledge with me and builds rapport."

What do you dislike about working in customer service?

The goal of the question is to evaluate what parts of the position the candidate struggles with or dislikes. What to look for in an answer:

  • Communication skills to express concerns and thoughts
  • Ability to provide constructive feedback
  • Willingness to remain positive and enthusiastic about the role

Example:

"The one area of customer service I dislike is verbally abusive customers. I understand customers get upset and angry and often will take their frustration out on the Customer Service Representative. However, when they turn verbally abusive and attack with swearing and threats, I find it difficult to remain detached. I have been fortunate that the companies I have worked for do not tolerate abusive customers, and there is a clear protocol to follow."

How do you handle a customer who you can't understand?

When a Customer Service Representative works online or via phone, sometimes it is difficult to understand a customer. The goal of the question is to determine how the candidate deals with situations when there is a language barrier or confusion in the conversation. What to look for in an answer:

  • Ability to remain calm and patient while treating all customers respectfully
  • Ability to ask key questions to clarify meaning within a conversation
  • Ability to effectively and clearly communicate in writing or verbally

Example:

"When dealing with a customer I find difficult to understand, I ask lots of questions to clarify what they are saying. If it is a difference in language, I use simple words and phrases so that they can understand me easier."

What form of communication are you most comfortable with?

A Customer Service Representative may need to communicate in-person, by phone, email, or online chat, depending upon the role. The goal of the question is to evaluate the candidate's strength of communication. What to look for in an answer:

  • Ability to communicate effectively in writing and verbally
  • Interpersonal skills to work with a variety of personalities
  • Adaptability to shift communication styles for the individual situation

Example:

"My favourite way to communicate in a Customer Service Representative role is face-to-face or on the phone. I love interacting with customers by talking with them. I also have experience providing email and chat support."

What do you know about our products and services?

The goal of the question is to determine what research the candidate conducted before the interview. What to look for in an answer:

  • Willingness to research the company the candidate is interviewing with
  • Communication skills to express thoughts and ideas
  • Ability to adapt experiences to the current situation

Example:

"When preparing for the interview, I read about the products and services you offer. I also have some personal experience with using a few products that the company sells. I love that the company is environmentally responsible with an emphasis on reducing their carbon footprint and using recycled packaging."

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