Customer service can be a highly rewarding, but challenging profession. During a customer service job interview, you’ll be competing against other highly qualified candidates. Therefore, it is crucial you make a strong impression.
Above all, preparation is key. Familiarising yourself with common interview questions will boost your confidence and give you the best chance of making a positive impression.
So, what are some common customer service interview questions and how do you answer them?
How do you define customer service?
Interviewers ask this question to see what mindset you bring to the position and how you would handle customers. They also want to see if your approach to customer service aligns with theirs.
Why do you want to work as a customer service representative?
Interviewers want to see that you are passionate about the industry. In your answer, provide an honest explanation as to why you decided to enter the customer service industry.
How would you improve a dissatisfied customer’s experience?
Customer service is all about putting the needs of the customer first. Interviewers ask this to assess your mindset and approach to handling customers. To answer this question, provide examples of how you have dealt with dissatisfied customers in the past.
What would you do if you couldn’t answer a customer’s question?
Customer service representatives need to be able to think on their feet and respond to circumstances as they arise. Interviewers ask this question to test their adaptability and flexibility.
What skills does a great customer service representative have?
Interviewers ask this question to see if you understand the skills and experience required for the role. To answer this question, try to align your skills and experience with those listed in the job description.
How would you handle an upset customer experiencing a known issue with your product or service?
Knowing how to deal with complaints is essential for any customer-service professional. Interviewers ask this question to assess your conflict-resolution skills. They also want to see how you handle challenging workplace situations.
How would you handle a customer you know is wrong?
Customer service requires you to deal with customers thoughtfully and respectfully; even when you know they are wrong. Interviewers ask this question to assess your conflict resolution and problem-solving skills.
How do you prioritise tasks when dealing with multiple customers at once?
In customer service, you will often have to deal with multiple customers and projects at once. This question is designed to test your time management skills and how you cope with pressure. In your answer, share how you determine priorities when managing competing customer demands.
What strategies do you use to make customers feel valued and appreciated? OR Tell me about a time you went above and beyond for a customer
Positive customer service is essential as it allows companies and organisations to build a loyal customer base. Interviewers want to know that you can consistently provide positive experiences for their customers. In your answer, you could provide an example of a time you went above and beyond for a customer. Alternatively, you could share a time you received positive feedback from a customer
Customer service interviews can be challenging. However, with preparation and self-reflection, you can give yourself the best chance of success.
Are you looking for a career in customer service? Public Service Resumes can help. We offer various services including interview coaching for customer service professionals.
Article References
Indeed (24 April 2024) ‘Top Customer Service Interview Questions and Sample Answers’, Indeed, accessed 4 March 2025.
Seek (27 November 2023) ‘How to ace your interview: Great customer service examples’, Seek, accessed 4 March 2025.