By clicking “Accept All Cookies”, you agree to the storing of cookies on your device to enhance site navigation, analyze site usage, and assist in our marketing efforts. View our Privacy Policy for more information.
MeetGeekBlog5 Types of Customer Service Interview Questions You Need to Ask
Back to Blog

5 Types of Customer Service Interview Questions You Need to Ask

Productivity
Productivity

Are you struggling to get your customer service interview questions right? Here’s how to find the best reps for your agency!

Anastasia Muha
/
5 min read
Table of content
Boost Your Meeting Productivity!
Record, transcribe and get AI summaries of your online meetings.
people on the call discussing feature requestSign Up for Free
Share the knowledge with your circle
Copied

Image Source: Yanalya on Freepik

If you’re thinking that coming up with the right customer service interview questions is the first step towards excellent client relations, you’re most certainly right. Keep reading to learn how refining your question list will help you upgrade your customer service team!

 

What Makes a Customer Service Interview Question Good? 

As customer service is becoming increasingly important in today's ever-evolving business world, it is crucial that employers are able to accurately assess the abilities of potential customer service hires. 

This is why you need well-crafted interview questions. By asking the right questions, you can easily identify the best candidates for the customer service job, while ensuring that the interview process is a positive experience for both the interviewer and the interviewee.

A good question will let you know whether a candidate shares your company's values and possesses drive, adaptability, positivism, and empathy. While you can educate customer service agents on best practices and teach them valuable skills, it’s highly improbable that you’ll be able to instill in them certain character traits.

Customer Service Skills to Look For

When conducting customer service interviews, there are several skills and traits you should never lose sight of. After all, your customer success representatives are your business card when it comes to the relationship with the company’s clients.

Most customer service roles imply dealing with all sorts of situations and clients. Here are a few abilities you should never compromise on:

  1. Communication skills
  2. Problem-solving skills
  3. Willingness to learn
  4. Passion

Here is how identifying each of these sets of skills will help your customer service team thrive!

1. Communication Skills

Strong communication skills are vital for good customer service. Pay attention not only to what your candidate is saying but also to how they’re saying it.

 

Here are a few questions you’ll need answers to before the end of the interview:

  • How prepared are they? 
  • Are they able to convey their message effectively? 
  • How do they handle unpleasant situations? 
  • Do they manage to keep their cool when faced with an angry customer?

Remember that if you’re going to put a customer service rep on the phone with a client, you must ensure that they will be able to understand the customer's perspective to proceed accordingly.

 

2. Problem-Solving Skills

Rarely — if ever — will a customer get in touch with your team because everything is going perfectly fine. Any customer service agent should be able to untangle unpleasant situations, find practical solutions to issues, and address any challenges your clients may face head-on.

This means that your customer service agents need to think outside the box and be able to find creative solutions to any problem. This is essential because, on the one hand, it serves the purpose of increasing customer loyalty and, on the other hand, it helps your team develop better customer strategies and processes.

 

3. Willingness to Learn

A good customer service manager should be eager to constantly improve how they do their job. Your ideal candidate should be willing to stay up-to-date with the latest products, services, and trends in order to provide an outstanding customer service experience.

 

They must also be able to quickly learn new procedures and protocols while on the job, and be able to adapt to any changes in the industry. To make their service bulletproof, they should constantly aim to improve both their soft and hard skills.

4. Passion

Passionate customer service professionals are more positive, enthusiastic, and motivated to go above and beyond to ensure customer satisfaction and an overall positive customer experience. They know that their individual performance impacts the entire team’s success, so they are going to walk the extra mile to achieve their goals.

 

Passionate customer service professionals also tend to be more creative and think outside the box to solve client problems, which is essential for most customer service jobs.

Types of Customer Service Interview Questions

When hiring for any customer service job, it’s important to know not only what questions to ask, but also why you’re asking them and what type of answers to expect. 

The most important customer service questions you need to ask as an interviewer include: 

  1. General customer service interview questions
  2. Behavioral-based interview questions
  3. Customer service management interview questions
  4. Customer service technology interview questions
  5. Call center interview questions.

Let’s break down each of these categories for you to learn how to upgrade your hiring process!

1. General Customer Service Interview Questions

General questions will help you evaluate your candidates’ mindset and overall fit within your team. Identifying individuals who share your values regarding the importance of customer service in a business should be among your top priorities.

Image Source: pch.vector on Freepik

A. Why You Need to Ask These Questions

You are well aware of how important excellent service is; does your candidate share these standards? The best applicants will be able to articulate the importance of customer service to a company and provide specific instances of both good and poor service.

 

They should be prepared to discuss details about your business and how exceptional customer service will help it flourish.

Beware of candidates who are trying to get a different job, but consider customer service positions the quickest route to employment.

 

B. What Answers to Expect

You should expect to get answers that demonstrate the candidate's ability to provide excellent customer service. Ideally, your interviewee should be able to showcase their experience in dealing with customer complaints, resolving customer issues, and providing exceptional customer service.

  

You should also expect to get answers that show the candidate understands the importance of good communication, efficient problem-solving, and being a team player.

C. General Customer Service Questions Examples

  • What is your definition of good customer service?
  • Which abilities do you think are most crucial for providing customer service?
  • How do you make sure you maintain good communication with the company’s customers?
  • Which company provided you with the best customer service ever?
  • Describe a moment when you encountered poor customer service. What did this teach you? How would you handle a similar situation?
  • What about our business or product determined you to want to join our team?
  • Why are you interested in this position if you have never worked as a customer service representative?
  • Do you think that the client is always right? If not, why?

2. Behavioral-Based Interview Questions

Behavioral-based interview questions are an important part of the customer service job interview. Asking these types of questions helps you to better understand the behavioral traits of potential candidates and how they may respond to various customer service scenarios.

A. Why You Need to Ask These Questions

Behavioral-based interview questions allow you to dive deeper into a candidate’s experience and skill set in order to identify how they may perform in a customer service role. These questions will help you evaluate a candidate’s ability to think on their feet, remain calm under pressure, and empathize with customers who may be having a difficult time.

As a result, you’ll be able to make more informed decisions when hiring for customer service roles.

B. What Answers to Expect

When answering behavioral-based interview questions, applicants should focus on providing specific examples that demonstrate their ability to handle customer service situations. It is important that their responses show that the applicant has put thought into their answer and is prepared. 

For instance, when asked how you would handle an angry customer, an applicant should explain how they can remain calm and professional in the face of a difficult customer. They should also explain how they would use active listening and empathy to defuse the situation and resolve the customer’s issue. 

When asked how to handle a customer who was not satisfied with their service, an applicant should explain how they would take ownership of the situation and find a resolution. This could include offering a refund or providing a discount on a future purchase.

 

C. Behavioral-Based Questions Examples

  • Can you share an occasion when you were happy with the level of service you offered to a client?
  • Describe a situation in which you had to break unpleasant news to a client.
  • Tell me about a situation where you managed to fix a customer's problem.
  • Describe a situation when you had to deal with a challenging client who needed to be sent to your customer service manager. When did you realize they needed to be redirected, exactly?
  • Describe a moment when you had to deal with an angry customer. How did you respond to the situation? What happened as a result?
  • Describe a moment when you upsold a customer on a product or service and were successful.
  • Tell me about a time when you were dealing with a client who had already spoken to several staff members but was still unable to get the assistance they required. How did you handle this situation?
  • Can you give an example of a moment when you had to manage more calls than usual? How did you handle each client request?

When looking back at an interview recording, it can be hard to identify which questions and answers fall into which category, especially when the time is short. That’s why we came up with Meeting Templates, a feature that uses AI to identify and categorize every part of your customer service interviews, based on the keywords you provide MeetGeek with.

With MeetGeek, you can customize summaries, interview insights, and transcriptions. Try MeetGeek for free to explore this feature!

3. Customer Service Management Interview Questions

Asking customer service management questions during a customer service interview helps you get a sense of how well the candidate understands the expectations and requirements of the job posting. 

A. Why You Need to Ask These Questions

Queries about customer service management are crucial when trying to determine the applicant's knowledge of customer service processes and the importance of customer satisfaction. You will also gain insight into the applicant's leadership skills, problem-solving abilities, and communication style.

 

Moreover, the right questions will provide you with information about the applicant's ability to motivate, mentor, and develop customer service teams. The answers to these questions can help employers assess whether the applicant is capable of developing and leading a team to success.

 

B. What Answers to Expect

Candidates should demonstrate a clear understanding of customer service management principles and demonstrate an ability to effectively handle various customer service situations.

 

Specifically, they should be able to describe their approach to customer service management and how they would handle customer service issues. They should also be able to explain their ability to identify and resolve customer service issues in a timely and effective manner. 

Your applicants showing an understanding of customer service trends and how to use them to better serve customers is always an advantage.

 

C. Customer Service Management Questions Examples

  • What traits do you believe are most crucial for a customer service rep?
  • Tell me about a customer care strategy you created and put into place.
  • How do you stay up to date with client expectations and industry trends?
  • What do you believe to be the most crucial factor in creating and leading a customer service department?
  • How can you make sure every customer service rep is motivated and doing their job well?
  • How do you keep tabs on each rep's and your department's performance?
  • Describe a situation in which you had to supervise a team member who was performing poorly.
  • What remedies have you developed in response to recurrent issues with customers?

4. Customer Service Technology Interview Questions

These types of questions can provide additional insight into the candidate’s problem-solving skills and help to determine their ability to troubleshoot common customer service technology issues.

 

A. Why You Need to Ask These Questions

Technology is constantly changing and evolving, which is why it is important to ask customer service software interview questions. This helps to ensure that the candidate has the most up-to-date understanding of the tools used by your company and can quickly adapt to changing technologies.

 

If the role involves developing and implementing customer service technology, you may have to ask questions related to software development and database management.

You can also use customer service technology interview questions to determine a candidate’s ability to communicate effectively. Technology is becoming increasingly important for customer service, and any great customer service representative needs to be  able to explain technical concepts in a way that is easy to understand for customers.

B. What Answers to Expect

The ideal response will depend on the specifics of the question and the exact job description. Generally, a good interviewee should be able to provide responses that show their knowledge of customer service technology and demonstrate their capability to use it to achieve success.

 

Your candidate should be able to describe in detail their experience using tools such as CRM (Customer Relationship Management) or help desk systems. They should also feel comfortable discussing any strategies or techniques they have used to successfully implement customer service technology.

 

Last, but not least, they must be able to explain how they have used customer service technology to improve customer service operations and detail how they have successfully used them to resolve customer issues.

 

C. Customer Service Technology Questions Examples

  • What experience do you have using customer service technology? 
  • How do you stay up to date with the latest customer service technology?
  • How do you ensure that customer data is secure when using customer service technology?
  • What strategies do you use to ensure customer service technology is used effectively? 
  • Describe a situation in which you successfully used customer service technology to resolve a customer issue.
  • How do you ensure customer service technology is user-friendly? 
  • What processes do you use to ensure customer service technology is properly maintained? 
  • How do you use customer service technology to provide a positive customer experience?

5. Call Center Interview Questions

The interview questions about call center experience help you assess the candidate's level of customer service expertise and knowledge.

Image Source: pch.vector on Freepik

A. Why You Need to Ask These Questions

Asking questions about a candidate's past call center experience gives you a better understanding of how the candidate has handled customer service situations in the past and how they may handle them in the future.

 

Additionally, doing so can help you understand the candidate's strengths and weaknesses related to customer service, as well as their ability to handle a high volume of calls and customer inquiries.

B. What Answers to Expect

You should expect to receive answers about the candidate's experience working in a call center environment, such as how long they have worked in the role, what their primary duties and responsibilities were, how they handled difficult customer interactions, and how they handled customer complaints or escalated calls.

 

You should also expect to hear about their ability to build relationships with customers, their multitasking skills, and any customer service-related certifications or training they may have completed.

C. Call Center Questions Examples

  • What do you think a call center agent's main duties should be?
  • What do you consider to be the most important abilities for a call center job?
  • Why do you believe you'll succeed in a call center customer service position?
  • How was your previous performance in a call center evaluated?
  • How many call center software platforms have you used? What are your thoughts about them?
  • When a consumer is aggressive on the phone, how do you handle it?

How do you respond to negative feedback?

 

4 Tips for Hosting Great Customer Service Interviews

Carrying out good customer service interviews comes with its own set of challenges. This is because there’s a lot of pressure to find the right customer service agent, who is properly equipped to handle all sorts of situations and customers.

Image Source: DCStudio on Freepik

Here are our tips for hosting great customer service interviews:

  1. Record your interviews
  2. Encourage candidates to use a unique approach
  3. Pay attention to how they listen
  4. Be creative with your questions.

Let’s take a look at each of these tips to see how you can make the most of them!

 

1. Record Your Interviews

More and more customer service hiring managers are choosing video interviews. Why? Because it makes it easier to get a feel for their candidates. Not only that, but recent technological advancements allow you to record your video interviews.

This can be particularly useful when it comes to making the final decision and selecting the right customer service representative for the job. Interviews are intense experiences, both for the interviewer and the interviewee. This means that no matter how good your note-taking skills are, you may miss out on crucial information regarding your candidate. 

Having a virtual meeting assistant record, transcribe, analyze, and summarize your interview allows you to be fully present, while also providing you with all the resources you need to make the right decision when that time comes.

 

The MeetGeek AI virtual assistant allows you to fully engage in the recruitment process while it takes care of all of your note-taking responsibilities!

MeetGeek automatically records, analyzes, transcribes, and summarizes your meetings. Try MeetGeek for free and find the best customer service reps.

2. Encourage Candidates to Use a Unique Approach

All great customer service representatives possess various skills, many of which are abstract. You need to tailor your approach in a way that allows you to identify these qualities. The easiest way to do this is by asking questions that require extensive, well-argued answers. For instance, ask your candidate to describe a situation in which they identified a customer's underlying needs and solved their problem in a unique and creative way.

Interview questions that require candidates to tell a story or share their insights on a relevant topic will help you assess their ability to share ideas in a coherent, logical way. This also lets you read between the lines and identify any potential red flags.

3. Pay Attention to How They Listen

A competent problem solver is also a good listener. Great customer service employees possess the patience required to listen to a customer’s concern and respond appropriately, instead of providing solutions based on what they expect to hear.

Moreover, paying attention to how your interview candidates listen will show you whether they are able to adapt their tone and approach based on the particular situations they may encounter on the job.

The easiest way to do this is by posing complex questions during the customer service job interview. A candidate who is able to answer every part of your question attentively will not only prove that they’re an engaged listener, but also that they will treat your clients well.

4. Be Creative with Your Questions

Ordinary questions can only do so much in terms of helping you identify the best customer service representative for the job. That’s because they do not catch your candidates off guard, nor do they showcase how they react under pressure.

This is a less-than-ideal scenario since you’re looking for someone who is easily adaptable, as well as creative with their answers. That’s why we strongly recommend including questions that your candidates may not have the answers to.

 

Especially if they’re new to the customer service role, they will encounter situations in which they won’t know straight away how to respond — no matter how well-prepared they are. Carefully analyze their reaction to your query, and then dig deeper with a follow-up question.

Find the Best Customer Service Representatives for Your Agency Today! 

Getting customer service interview questions right can be intimidating for hiring managers, especially given that the overall success of your business depends on how happy your customers are with your service or product.

If you prepare for your hiring process correctly, and know what to ask, why you’re asking it, and what to expect in terms of answers, you’re one step closer to finding the perfect candidate and building your dream customer support team.

It’s time to make your customer service hiring process even easier! Try MeetGeek for free to see exactly how a personal virtual AI meeting assistant can upgrade the way you perform interviews.

MeetGeek takes care of your note-taking responsibilities by automatically recording, transcribing, analyzing, and summarizing your customer service interviews while saving hours of your work!
Article updated on 
June 12, 2023
Share the knowledge with your circle
Copied
Related posts

5 Best Fireflies.AI Alternatives in 2024: Top Picks

Explore the top 5 alternatives to Fireflies.AI Notetaker in 2024, offering innovative features and tools to enhance your virtual meeting performance.

This is some text inside of a div block.

How to Write a “Thank You” Email After a Sales Meeting with Examples

Learn to craft compelling thank you emails after sales meetings with examples, to accelerate deals and foster strong client relationships.

This is some text inside of a div block.

AI-Enabled Customer Support to Boost Service Excellence

Know how AI-powered customer support becomes more efficient in handling customer concerns and helping businesses flourish.

This is some text inside of a div block.

How to Ask Someone for Their Availability for a Meeting with Examples

Effortlessly schedule meetings: How to ask for availability, with practical examples to ensure smooth and respectful coordination.

This is some text inside of a div block.

How to Create the Ultimate Interview Transcript in 2024

Unlock the secrets to creating the ultimate interview transcript: expert tips on accuracy, formatting, and technology for flawless documentation.

This is some text inside of a div block.

The 2024 Guide to Asynchronous Communication

Master asynchronous communication in 2024! Discover tools, techniques, and best practices for efficient remote collaboration and productivity.

This is some text inside of a div block.

6 Best Otter.AI Alternatives in 2024: Top Picks

Explore the top 6 alternatives to Otter.AI in 2024 to find an all-in-one solution for all your online meetings.

This is some text inside of a div block.

How to Write a Follow-Up Email After a Meeting: The Professional’s Guide

Unlock the secrets of writing follow-up emails after meetings with this professional guide. Learn key tips for impactful, effective communication.

This is some text inside of a div block.

The 10 Most Effective Types of Note-Taking

Unveiling the top 10 note-taking methods to skyrocket your productivity. Don't miss out on these game-changing strategies!

This is some text inside of a div block.

AI-Powered SaaS Support: Improving Customer Service and Efficiency

In this article, let's discover if and how AI-powered SaaS support can reinvent customer service workflow in today’s industry.

This is some text inside of a div block.

9 Tools For Building A Collaborative Work Environment Remotely

Discover 9 tools that will help your company to facilitate smooth remote working environment and increase your team's productivity and collaboration.

This is some text inside of a div block.

How to Ace The Client Onboarding Process

Discover the best strategies for client onboarding to ensure a smooth and effective experience for your business and customers.

This is some text inside of a div block.

How to Build the Best Remote Team In 2024

Working efficiently while in a remote status is now a necessity. Let's explore some hacks that can be applied by your company today.

This is some text inside of a div block.

How to Take Interview Notes Like A Pro

Master the art of interview note-taking to enhance your skills and capture crucial details. Get the expert tips you need to boost your interview performance here!

This is some text inside of a div block.

How Do I Share My Google Calendar for Better Collaboration?

Are you getting the most out of your Google Calendar app? Learn how to share your Google Calendar with others to boost your productivity here!

This is some text inside of a div block.

Managing Remote Teams: 25 Tips & Best Practices

If you want to succeed at managing remote teams, there are several guidelines you must follow. Read this article to find out what they are!

This is some text inside of a div block.

Redesign Your Employee Onboarding Program: Actionable Tips + Checklists

Are you a hiring manager looking to refine your employee onboarding program? Read this article, where we teach you the ins and outs of the entire process!

This is some text inside of a div block.

How to Create Flawless Action Items + Examples

Want to boost your productivity and achieve your goals with actionable steps? Master the art of writing effective action items with this guide!

This is some text inside of a div block.

How to Record a Teams Meeting

Discover our easy-to-follow steps for recording a Teams Meeting. Effortlessly save discussions, presentations, and collaborative sessions to never miss out on important details again!

This is some text inside of a div block.

15 Tips to Run Effective Team Meetings

Team meetings are an important tool for motivating your team and driving success. Learn how to plan and execute effective meetings that inspire and engage your team!

This is some text inside of a div block.

How to Record Google Meet Sessions on Any Device in 2024

Discover how to easily record a Google Meet in our comprehensive guide. Read this article to never worry about missing important information again!

This is some text inside of a div block.

How Sales Call Recording Can Help Your Team Close More Deals

Sales call recording is a game-changer for any sales team. Read this article to discover how it can help sales reps and managers alike refine their sales process and close more deals!

This is some text inside of a div block.

How to Promote Collaboration and Innovation in Your Team?

Learn strategies to foster creativity and achieve remarkable results through the combined power of team collaboration and innovation

This is some text inside of a div block.

How to Create a Killer Talk Track Your Sales Team Will Use

A good talk track is a tried and tested way to engage potential customers in conversation and boost your sales. Here’s what you need to know!

This is some text inside of a div block.

How to Create Notion Meeting Notes, Automatically

Read this article to learn how to hack notion meeting notes with minimal effort on your part — in only a few steps!

This is some text inside of a div block.

10 Ways an AI Meeting Assistant Can Help With Your Meetings & Interviews

Without the right tools in place, meetings can be a painful process. Read this article to explore the 10 best use cases of having an AI meeting assistant!

This is some text inside of a div block.

7 Top Internal Communication Tools to Boost Your Productivity

Streamline team collaboration, break down barriers, and unlock your team's full potential for success with these essential tools.

This is some text inside of a div block.

8 Best Sales Productivity Tools to Improve Your Workflow

Let's discover the tools that can boost your effectiveness and propel your sales success to new heights!

This is some text inside of a div block.

Reinvent Your Work: A Quick Guide to Automated Transcription

Time is the most important of currencies, so manual notes are no longer an option. Keep reading to learn how to reap the benefits of automated transcription!

This is some text inside of a div block.

How to Handle Customer Discovery the Right Way

Performing customer discovery and adapting your business model based on your findings will set you apart from the rest. Read on to learn how to do that!

This is some text inside of a div block.

The Secret to Effective Meeting Minutes

How can you ensure that your meeting minutes are good and that you’ll be able to actually use them later on? Read this article to find out!

This is some text inside of a div block.

What Is Conversation Intelligence & Why You Need It

Learn how conversation intelligence can change how you do business and what tools to look for by reading this article!

This is some text inside of a div block.

How to Reduce Meetings and Not Miss Out

Meeting fatigue is real. Learn how to reduce meetings and optimize your productivity levels by reading this article!

This is some text inside of a div block.

How to Start a Consulting Business in 10 Steps (+Tips)

If you've been thinking about how to start a consulting business for a while, you're in the right spot! Read this to learn everything you need to know & more.

This is some text inside of a div block.

How to Create a Culture of Knowledge-Sharing Across Your Company

How do you create a culture of knowledge-sharing across your company? Read this article, where we share our 7 tips to help you achieve that!

This is some text inside of a div block.

12 Proven Tactics to Increase Productivity in Sales

Want to boost your productivity in sales, increase your conversion rate and close more deals? Read this to reach peak efficiency within your sales team!

This is some text inside of a div block.

9 Tips to Achieve Ultimate Meeting Productivity

Are you tired of being stuck in an endless cycle of unproductive meetings? Follow our 9 tips to help you achieve maximum meeting productivity!

This is some text inside of a div block.

Why You Need to Set Meeting Goals and How to Do That

The first step to a successful meeting is defining your meeting goals. Read this article to learn how high-performing teams do this!

This is some text inside of a div block.

5 Tips to Take Great Meeting Notes & Why Use A Virtual Meeting Assistant (+Free Templates)

Are you struggling to take meeting notes during your team meetings? Follow these 5 tips to get it down to a science and ace your next meeting!

This is some text inside of a div block.

How to Get Clients For Your Business

Are you a new business owner looking to attract clients? Here are our tips to teach you how to get clients for your business!

This is some text inside of a div block.

Essential Productivity Tools for Customer Success Managers

15 best tools for calendaring, emailing, customer success activities, project management, and meetings gathered by our partner Custify

This is some text inside of a div block.

15 Sales Coaching Tips That Actually Work

Find out what the most effective sales coaches have in common and help your team succeed with these 15 sales coaching tips!

This is some text inside of a div block.

5 Types of Customer Service Interview Questions You Need to Ask

Are you struggling to get your customer service interview questions right? Here’s how to find the best reps for your agency!

This is some text inside of a div block.

10 Sales Tools to Boost Your Productivity

What does it take to improve the productivity of your sales team? While training and gamification can be helpful, it’s the sales productivity tools that can make all the difference.

This is some text inside of a div block.

Get Started with Meetgeek

Turn meetings from a necessary evil into a positive and rewarding experience