“I’ve been using your company’s makeup for years. Can You Tell Me Which Is Most Important A Good Product Or Fast Service? They want to know that you won’t snap at a customer and that you won’t burn out. While almost everyone you speak to every day will have an issue to resolve, some of them might be in a situation you’ve never seen before and others might come into the interaction unhappy that anything went wrong at all. People often apply to customer service roles when they’re first entering the workforce and don’t quite know what they want to do yet. If you use the product, that’s great—and you can talk about that. If I’m unsure how to help a customer, I say, ‘Great question! Tell Me About a Time You Assisted a Customer Who’d Worked with Multiple Agents and Didn’t Get the Help They Needed. Welcome to Top 20 Customer Service and Help Desk Interview Questions and Answers. These are a few common IT support interview questions and answers. I love talking to people from different backgrounds, finding out about their lives and helping them find solutions to their problems. For example, if you applied to a phone support job, telling your interviewer you prefer to communicate over email will be a red flag. In the past, I’ve found that it’s been easier for me to form a connection with the customer when we’re communicating in real time, rather than over email, social media, or even chat, which can all have lag times between responses.”. Be wary of candidates with poor interpersonal skills, as this is a customer service … Taking ownership doesn’t mean saying a problem is your fault; it means taking on some responsibility to try to fix the issue. What to look for in an answer: “To me, customer service means identifying the root of a customer’s problem and working to find a solution that surpasses their expectations using in-depth knowledge of the company’s service or product. Customer Service Specialist with Freshdesk and Gorgias Experience. If you are applying for the position of Customer Service/Customer Support, these interview questions and answers will help you prepare for you interview. Be sure to talk about the ways you took ownership of the call—making every effort to be the customer’s last stop and solve the problem—and the results of those actions. If You Have Some Customer-Facing Experience: Why Do You Want to Transition Into Customer Support? For example, maybe you work in retail, but your favorite aspect is talking to and helping customers who want to make a return or exchange or have another issue, so you want to make that your job’s focus. Similar job titles include Customer Support Professional, Customer Support … When it comes to explaining why you’re leaving your current position and making a switch, be sure to highlight what this job offers that your current position does not—without badmouthing your current company. Once you think of a scenario, try to use the STAR method (Situation, Task, Action, Result) to structure your answer in a concise way that makes your achievements clear to an interviewer. So before you head into your customer service interview, think about why you applied to this job and try to pinpoint why you’d like to be in customer support in general. 1. 15 Customer Service Interview Questions (With Sample Answers) August 20, 2020. Definitely harder interview questions that I really had to think about. Let's begin! To excel at providing thorough and enthusiastic customer service, customer service representatives must possess a talent for nurturing strong customer relationships. He thanked me for my patience and told me he would tell his friends about his experience.”. Bell, for example, bristles at the words, “dealing with customers,” because it shows they don’t view it as something they enjoy doing, it’s something they have to do for a paycheck.” While the phrase isn’t an immediate dealbreaker, she says, it is a red flag that causes her to dive a little more deeply into whether an interviewee really wants to be in customer support and how they’d get through interactions with angry customers. When interviewing Support Specialist candidates, look for individuals with excellent analytical and problem-solving abilities. That should be in your answer. I was proud of developing an employee survey for Help Desk support. Regina Borsellino was born and raised in New York before moving to the Washington DC area to get a BA in English Lit from the University of Maryland and an MFA in Fiction from American University. Do you love problem-solving? Free interview details posted anonymously by HubSpot interview … That way I could advocate for them and they could feel like someone was really on their side in helping to solve their problem.”. For this question, and questions like it, interviewers want to see that you understand the downsides of a customer service job but that the upsides far outweigh them for you. Short of inventing a time machine, there’s no guaranteed method, which makes your interview one of the most important tools you have to vet customer service and support candidates. Just make sure you have a balanced interview, getting to know each candidate’s skills and character traits. Appeasing an irate customer is no easy task, but delighting them can be even more challenging. What to look for in an answer: “I’m definitely a people person! I’ve learned that by listening to the customer’s desires, concerns, and perspective, I’m able to figure out the best way to solve any issues that come up. But if you’re interviewing for a role that requires experience, employers understandably want to know what tools and software you’ve used and mastered in your current and previous roles. What exactly can you expect in a customer service job interview? In this post, you can reference some of the most common interview questions for a office support specialist interview along with appropriate answer samples. For example, at a flea market fundraiser we planned to raise money for a nearby soup kitchen, we realized at the last minute that we didn’t have enough tables. “I was working in phone support for a major internet service provider, and a customer came into the phone call already very angry and upset that their computer was not staying connected to Wi-Fi. Every company’s customer service stack is different, but it’s an added bonus if a candidate has past experience using ticketing systems, CRMs and collaboration tools, or has the desire to learn new technologies and systems. So I’m going to leave you with those as well. 1 Doist Customer Support Specialist interview questions and 1 interview reviews. While it’s impossible to know exactly what questions will be asked at your customer service interview, you can still go in confident that you know what types of questions will be asked—and what qualities recruiters and hiring managers are really looking for at the end of the day. If you’re coming from a different field where you have experience interacting with customers, “I want to know why they’re looking to transition into a customer support role,” says Bell. You combed through job boards, tailored your resume, and wrote your cover letter. You submitted applications and sat refreshing your email, hoping for a response. Helps you prepare job interviews and practice interview skills and techniques. But be honest. Finally, customer service is about clearly explaining solutions to clients. There are 7 other behavioral interview questions that you’re very likely to hear, too, though. They’ll ask questions like these: This question comes up in many customer service interviews because it lets employers see what philosophy and mindset you’d bring to the position. In that case, a good strategy for answering is to put yourself in the customer’s shoes. How to Answer Customer Service Interview Questions. I took a minute and listened to them explain their issue, and it turned out that they were a student who was stressed about a project deadline being switched. So when you’re interviewing for a customer service role, keep in mind that companies are looking for these key things: How do they figure out if you have these qualities? We’ll also follow up those tips and tricks with ten of the most common customer service interview questions along with a brief explanation on why hiring managers ask these questions and what you should focus on when you answer them. We’ve looked at 10 of the most common questions you’ll hear in a customer service interview now. Candidates should be aware of basic technical knowledge and computer troubleshooting questions and answers. You could share that you’d allow frustrated customers to vent for a few minutes so they feel heard—and so that you and they both know you fully understand the situation—before you try to solve their problem. ... Star Star Star Star Star Current Customer Support Specialist … Both types of customers can be difficult to work with. For example, if you’d been transferred a few times, the last thing you’d want is to have to talk to yet another person. I really like how your company kept customers like me in mind when designing your products.”. I tried a lot of competitors before finding your products, and not only is yours the same quality as competitors at a lower price, but it’s also the only brand that doesn’t irritate my sensitive skin. That’s OK, too! Do you get genuine fulfillment out of helping people? Hire an experienced Help Desk Specialist or an ambitious candidate that you can train. What are is your greatest weakness and what are you doing to improve on it? And recruiters and hiring managers know that. The right interview questions reveal useful information because they force interviewees to think on their feet and draw on … Customer Service Interview Questions; Q. While helping customers is a must, an agent who is willing to go the extra mile and help prevent these problems from happening in the first place takes … That’s great, but what about the specifics? Customer Support Specialist Interview Questions And Answers Global Guideline . Beyond listening, customer service is doing everything in one’s power to efficiently and accurately serve each customer. Please note that we are not your career or legal advisor, and none of the information provided herein guarantees a job offer. The biggest mistake you can make in your interview would be complaining about customers and other people. “If I know someone’s anger isn’t really directed at me, I tend to not get very emotionally affected by them taking their frustrations out on me. Questions About Customer Service . What is … A business is relying on its agents to represent the business while addressing customer issues or concerns professionally. “Be sure to think of an instance where you had to gain an understanding of why the customer was being difficult,” Bugg says. To excel at providing thorough and enthusiastic customer service, customer service representatives must possess a talent for nurturing strong customer relationships. Post this Customer Support Specialist job description template on job boards and careers pages to attract qualified candidates. Be sure to highlight the transferable skills that you bring to a customer support role. If You’re an Experienced Customer Service Representative: Do You Have Experience with [Salesforce, Other Programs]? Why this job? I was often the one in charge of calling vendors and locations because I was so good on the phone, and during the events themselves, I was usually the go-to person for any attendees, vendors, or fellow club members who had problems because I was good at thinking on my feet. With an additional 8 professionally written interview answer examples. Despite all of these differences, the core skills and qualities needed for a customer service job are the same. Try to think of several stories to use ahead of time for behavioral interview questions like this one and practice adapting them in response to different kinds of questions. I love being able to draw on my knowledge of the hotel and the surrounding area to make sure somebody has the best vacation possible, and I want to transition into a role where this sort of interaction is the bulk of my job. This is closely related to the difficult customer question, but more specific. Customer service is reliant on good, clear verbal communication. Tell me a time (positive or negative) when you had an interaction with a customer support manager, and you were the customer. What to look for in an answer: “During my previous role, a customer was furious about not being able to return an item for a full refund. If I needed to go to someone else for assistance, I would try to keep the customer on my line if at all possible while I got the information I needed. Questions about my previous experiences, hypothetical questions, more about me, more hypothetical, then back to previous experiences. We regularly pooled our knowledge and resources to address tricky customer complaints and handle a large amount of incoming calls during peak times. Customer service representatives must have a specific set of skills and qualifications to perform their jobs well and be able to communicate that during an interview. Be prepared to talk about that and how this specific role fits into your career goals. The interview took place online with a Customer Support Team Lead, lasted around 40 min. “To me, customer service means ensuring that the client or customer has the best experience possible. What Is Your Preferred Method of Communication? Interview Questions. The reason you want to be in customer service and what customer service means to you should go hand-in-hand. Customer service representatives are the first point of contact for your customers, acting as the face of your company and driving loyalty, retention and acquisition. An example answer to the ‘Tell me about yourself’ question “I’m a proactive Customer Service Assistant with 4 years of experience handling various functions of Customer service, from dealing with dissatisfied customers to … Before your interview, spend time researching the company and its products and be prepared to speak about them. A good product is essential but without the customer service to back it up, there is no reason for someone to buy it here as opposed to … I want to bring all of that experience to a company that values customer service as much as yours does.”. Continue Reading. And you have to consider how you’ll keep going even when that 50th person goes off on you—not just so you can tell the interviewer but so you know for yourself that you can manage the job. If you’re coming from another public-facing role—like retail or hospitality—you likely have tons of experience interacting with customers and helping to solve their problems. 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