CSR (Customer Service Representative) Interview Questions & Answers

Download PDF

On a typical day a customer service representative's tasks might include:
☛ Interacting with customers by phone, email, live chat or in person
☛ Answering questions, suggesting solutions to problems, providing information and giving instructions
☛ Making changes to customers' accounts
☛ Arranging for product returns and refunds
☛ Keeping records of calls and other interactions
☛ Doing research in order to find solutions to problems
☛ Taking orders for products or services

The customer service skills that matter:
☛ Patience
☛ Attentiveness
☛ Clear Communication Skills
☛ Knowledge of the Product
☛ Ability to Use "Positive Language"
☛ Acting Skills
☛ Time Management Skills
☛ Ability to "Read" Customers
☛ A Calming Presence
☛ Goal Oriented Focus
☛ Ability to Handle Surprises
☛ Persuasion Skills
☛ Tenacity
☛ Closing Ability
☛ Willingness to Learn!

Sounds like fluffy nonsense, but your ability to make minor changes in your conversational patterns can truly go a long way in creating happy customers.
Language is a very important part of persuasion and people (especially customers) create perceptions about you and your company based off of the language that you use.

Follow these steps before an interview to answer this question:
1) Visit the company website; look in the "about us" section and "careers" sections.
2) Visit the company's LinkedIn page (you must have a LinkedIn account - its free to sign up) to view information about the company.
3) Google a keyword search phrase like "press releases" followed by the company name, you will find the most recent news stories shared by the company

The best way to answer questions about the challenges you are seeking is to discuss how you would like to be able to effectively utilize your skills and experience if you were hired for the job. You can also mention that you are motivated by challenges, have the ability to effectively meet challenges, and have the flexibility and skills necessary to handle a challenging job.

As you explain your compatibility with the job and company, be sure to portray yourself as that motivated, confident and energetic person, ever- ready to commit to the cause of the company.

Candidates without specific examples often do not seem credible. However, the example shared should be fairly inconsequential, unintentional and a learned lesson should be gleaned from it. Moving ahead without group assistance while assigned to a group project meant to be collaborative is a good example.

First, identify a couple of key factors that make the role a great fit for you (e.g. I love customer support because I love the constant human interaction and the satisfaction that comes from helping someone solve a problem), then share why you love the company (e.g. I have always been passionate about education and I think you guys are doing great things, so I want to be a part of it).

I have worked there for 04 years with much experience and skills. I want to be promoted but the Company do not offer me that opportunity.

It is the right time for your diplomacy, characters and calmness to shine. A brilliant basic for your answer is a simple but not a complete explanation (as each the company's policy). An important thing with all businesses is to be able to keep customer, particularly in the fierce argument so it is best to mention this customer faith (if nothing else, to admit that a call of complaint would be made when they were ready to take the time and effort in it).

Base on the quality of the job, you need to understand the products, services and systems and you should observe the actions from both sides: the company's point of view as well as (more important) the customer's.

My career's philosophy is to take responsibility to keep the customer in good relationship and bringing out a clearly experience for the individual customer by appraising the customer's demands, by satisfying the customer's requests, keeping the promises and listening to the customer's needs.

I will build a quick line system. One line will helps anybody with jobs that can be done fast, while the other one for slower moving customer matters. One or two people are appointed to solve the customer's issues. That decreases the numbers and pushes the difficult jobs faster. Quick service should be given to customers.

Show your warm, friendly and professional character. Only express it and do not tell your customers about that. Keep it in mind and you should demonstrate your ability in controlling and your power so that you are authorized to make dialogue and you will not be bull- dozed or effected by the sentiment of the complainant.

In order to make customers understand the process, I take them into each part and interpret clearly these guidelines. I do not show any ideas on the result of the complaint. This is the strict book method and it is the unique truly exact response.

In order to find out what product characteristic or other demands which the customer requests, I make some related questions. It is usually useful to make a conversation, so you can examine any special requests, or preferences. Once I receive that information, I will tell the customer some ideas and show how they satisfy the customer's needs.

It means that how you should have to do in order to deal with customers in a proper or positive way. Each customer has different preference or demand so the key task of a customer service employee is what he/she must make for a variety of customers to understand that they are also take care of their problem.

Being able to close with a customer means being able to end the conversation with confirmed satisfaction (or as close to it as you can achieve) and with the customer feeling that everything has been taken care of (or will be).
Getting booted after a customer service call or before all of their problems have been addressed is the last thing that customers want, so be sure to take the time to confirm with customers that each and every issue they had on deck has been entirely resolved.

I listen to the customer and concentrate on the customer's matter. I do not argue or debate over any problems. I find out the useful solution, or other effective ideas that are comfortable with the customer.

Those who do not seek to improve what they do, whether it is building products, marketing businesses, or helping customers, will get left behind by the people willing to invest in their skills.

Maybe the problem you encounter is not specifically covered in the company's guidelines, or maybe the customer isn't reacting how you thought they would.
Whatever the case, it is best to be able to think on your feet but it is even better to create guidelines for yourself in these sorts of situations.

Call it what you want, but a great work ethic and a willingness to do what needs to be done is a key skill when providing the kind of service that people talk about.
Remembering that your customers are people too, and knowing that putting in the extra effort will come back to you ten-fold should be your driving motivation to never "cheat" your customers with lazy service.

This may seem like a strange thing to list as a customer service skill, but I assure you that it is vitally important.
It leaves employees without goals and business goals and customer happiness can work hand-in-hand without resulting in poor service.

Experienced customer support personnel know that oftentimes, you will get messages in your inbox that are more about the curiosity of your company's product, rather than having problems with it.
It is not about making a sales pitch in each email, but it is about not letting potential customers slip away because you could not create a compelling message that your company's product is worth purchasing.