behavioral interview questions for customer service representative

Behavioral Based Customer Service Interview Questions
  • Describe a time where you had to deliver bad news to a customer.
  • Tell me about a time where a customer had an issue that you were able to resolve. …
  • Tell me about a time where you had to work with a difficult customer that needed to be routed to your manager.

When you’re interviewing for a customer service position, you can expect some frequently asked questions. Customer service representatives have a diverse job that requires them to possess a couple of important skills. For companies, it’s important to have the right people in the customer service departments. The sole reason for this is the impact of customers on the growth of a company.

Customer service representatives are the first point of contact and are, therefore, the face of the company. They are the ones who can drive loyalty, customer retention, and also acquisition. Employers value engaged and productive team members when it comes to customer service. Therefore, interviewers will ask different kinds of interview questions in order to find and hire top customer service talents.

Usually, job interview questions for customer service positions regard different topics. Think of your attitude and approach to customer service, your emotional intelligence, empathy, and work behavior. Furthermore, it’s likely that your problem-solving skills will be assessed, just like your communication skills.

Some of these questions require you to provide the interviewer with examples of how you used those skills in the past. The questions are called behavioral job interview questions.

Your goal during the job interview is to convince the interviewer of your suitability for the job. But how do you do this? In this article, customer service interview questions are discussed in more detail.

Also, find out why the interviewer is asking you certain questions and how you should answer them. Also, check our job interview preparation checklist to come as well-prepared as possible.

21 CUSTOMER SERVICE Interview Questions And Answers!

Sample Customer Service Representative Interview Questions

Not everyone’s great at dealing with customers, and employers want to make sure you’ll do a good job before they hire you.

So they’re going to want to know if you’ve done similar work before.

They’ll start by asking if you have any previous customer service experience, and if you do, then the hiring manager will ask a lot more about it.

They’re going to ask for details like:

  • How you interacted with customers (phone, in-person, etc.)
  • How many customers you served per day/week
  • The types of customers you served (retail customer service, business customers, etc.)
  • So brush up on your past experience and review your own resume when preparing for your interviews.

    Be ready to go into detail about everything you’ve done in the past in the field of customer service.

    If you don’t have any previous customer service experience, don’t worry. They obviously liked SOMETHING on your resume or they wouldn’t have invited you to interview.

    So you can be direct and say, “no”.

    Or if you have some other experience you think is relevant even if it wasn’t exactly customer service, you can say, “no… but…” and then talk about what else you’ve done and why you feel it’d help you succeed in this customer service job.

    What does good customer service mean to you?

    Next, the interviewer is going to want to see if you have a basic understanding of the purpose of customer service.

    This is a tough interview question because it’s so open-ended.

    I recommend saying something like the following:

    It’s important to show that you know your job involves making sure customers are happy with the company, not just you as a person.

    You’ll notice a lot of customer service surveys say, “From 1-10, how likely are you to recommend the company to a friend?”

    And that’s how they evaluate their customer service representatives.

    They’re not asking customers, “Was Jake a nice guy when he helped you?”…

    They’re asking whether you’d recommend the company. So that’s what your job really is as a customer service representative – to help customers and give them a positive impression of the company overall.

    What motivates you in your career?

    Employers want to know what motivates you and keeps you going aside from money… especially when you interview for a difficult/stressful job like customer service representative positions.

    These jobs are DEFINITELY stressful at times.

    So employers want to make sure there’s something that will motivate you and keep you going when a day gets difficult.

    Don’t say “money” when you answer this question.

    They want to know what’s going to keep you motivated besides the paycheck.

    That’s what hiring managers are curious about this when they ask this question in a customer service representative interview.

    Here’s some further reading on answering the “what motivates you” interview question.

    What does customer service mean to you?

    This interview question for a customer service representative is designed to see if your definition of customer service is in line with what the organization stands for. Your answer will tell the employer if you’re a good match for the position and for their business.

  • Check the company’s mission statement to see their values and mention them in your response.
  • Make sure you know the importance of customer service on the company’s growth and how customer success affects the success of the business so that you can have some extra pointers to include in your answer.
  • Ask yourself, “Why is customer service something I want to do?” Write down the answer alongside a specific example of when you provided exceptional customer service.
  • Example Answer To me, customer service is going that extra step to ensure we help our customers and exceed their expectations. It is making sure that the client wants to share their experience with friends and family and recommend us to their close ones.


    What are the 10 most common behavioral interview questions and answers?

    Behavioral Interview Questions and Sample Answers
    • Tell me about how you worked effectively under pressure. …
    • How do you handle a challenge? …
    • Have you ever made a mistake? …
    • Give an example of how you set goals. …
    • Give an example of a goal you reached and tell me how you achieved it.

    What questions are asked on a Behavioural interview?

    30 Common Behavioral Interview Questions
    • Tell me about a time when you had to work closely with someone whose personality was very different from yours.
    • Give me an example of a time you faced a conflict with a coworker. …
    • Describe a time when you had to step up and demonstrate leadership skills.

    How do I prepare for a customer service rep interview?

    Have a positive, upbeat demeanor during the interview, since those are qualities that most companies will look for in people providing customer service. Look for opportunities to demonstrate that you understand how to provide effective customer service, and that, in particular, you are aware of the company’s needs.

    How do you answer Tell me about a time you dealt with a difficult customer?

    Have a positive, upbeat demeanor during the interview, since those are qualities that most companies will look for in people providing customer service. Look for opportunities to demonstrate that you understand how to provide effective customer service, and that, in particular, you are aware of the company’s needs.

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