10 Interview Questions Every Customer Support Rep Should Be Able to Answer

Full interview questions

The right interview questions might be more valuable than the candidates’ work history because it will reveal more useful information. Seeing their reactions will tell you how they handle real-life problems and situations, so you can avoid wasting energy and time on interviewing, and eventually hiring the wrong person.

If you divide these questions among the hiring a team, you will get all the information you might need to hire top talent in this industry. Here is some guidance, in case you are not sure what type of questions you should ask the candidate.

The best way is to make structured conversation with your candidate that draw out candidates’ strengths, challenges and attitudes. Give your best not to make the interview one of the question-and-answer patterns. You should encourage candidates not to look for typical ‘’this is what I would do’’ answers, but to feel free to use a storytelling approach. Ask for specific stories about their experience in customer support service. Ask the candidate about times he was a customer and how he has experienced the service.

In order to find out something more, you should dig deeper with follow-up questions. This way you will reveal more details about the candidate. Try not to rush into breaking the silence and let the candidate quietly think about the questions you asked, as this will help him to create his thoughts and reveal more than they intended to.
Customer service questions.
1. What appeals to you about customer service role specifically?
2. What does good customer service mean to you?
3. What’s the best customer service you have ever received? Why?
Asking these questions you are looking for a candidate whose answers will make you sure that he shares your beliefs about the customer service role. A perfect candidate will be able to explain the importance of customer service to a business. Candidates should also be able to give examples of bad and good service, as well as to talk about your company. People who see customer service as the first step to something bigger, usually want a different role and they would probably have ‘’weak’’ answer to what good customer service means.
Behavior and empathy questions. 
4. Can you tell me about a time when you were proud of the level of service you gave a customer?
5. Have you ever bent the rules in assisting a customer? Tell me the situation and the outcome.
6. Can you describe a time when you had to say “no” to an important customer’s request?
This is the section where you want to hear specific stories of candidate’s past experiences. A perfect candidate will share examples of his experiences and will be able to answer questions following up on these examples. People who show responsibility and humility are the candidates you are looking for. On the other hand, watch out for candidates who give theoretical examples or provide examples where their colleagues or the customers were at fault.
Attitude questions. 
7. What are you better at today than you were this time last year?
8. What do you think makes a good teammate?
Here you have a chance to find out what these candidates would be like to work with. Are they supportive of their customers and colleagues? Will they learn new skills? Those who talk about their interests and continue with casual conversation are usually good performers in a customer service role.
Problem-solving questions. 
9. What was your approach when a customer was reporting a technical issue and how did it end up?
10. How did you approach your decision in a situation with a customer when there wasn’t a clear policy to use and what happened?
Solving problems could be one of the most valuable skills in the customer service role. The perfect candidate should be able to describe his approach to situations in which there wasn’t clear policy to use and they didn’t have the answer that customer was looking for. People who give examples of these situations, how did they handle them and how they applied them to another problem, are probably the candidates with a lot of experience and calm nerves.
There will always be candidates who claim they’ve never been stumped or give the examples where a colleague or team provided the answer, and you should avoid employing them.

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