CSR (Customer Service Representative) Interview Preparation Guide
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CSR (Customer Service Representative) Job related Frequently Asked Questions by expert members with experience in Customer Service Representative (CSR). These questions and answers will help you strengthen your technical skills, prepare for the new job test and quickly revise the concepts

36 Customer Service Representative (CSR) Questions and Answers:

1 :: What is customer service?

Customer service is the service provided to customers before, during and after purchasing and using goods and services. Good customer service provides an experience that meets customer expectations. It produces satisfied customers. Bad customer service can generate complaints.

2 :: What is a customer service representative?

Customer service representatives interact with customers on behalf of an organization. They provide information about products and services, take orders, respond to customer complaints, and process returns. Many customer service representatives work in customer contact centers.

3 :: What is good customer service?

Good customer service means having thorough knowledge of your inventory, experience with your products, and being able to help customers make the best choices for them.

4 :: Why should you have patience as a CSR?

Not only is patience important to customers, who often reach out to support when they are confused and frustrated, but it's also important to the business at large. The great service beats fast service every single time. Yet patience should not be used as an excuse for slothful service either.

5 :: What is clear communication skills?

It is okay to find out more about your customers, but make sure you are getting to the problem at hand quickly, customers do not need your life story or to hear about how your day is going.
More importantly, you need to be cautious about how some of your communication habits translate to customers and it is best to err on the side of caution whenever you find yourself questioning a situation.

6 :: What is attentiveness?

The ability to really listen to customers is so crucial for providing great service for a number of reasons.
Not only is it important to pay attention to individual customer interactions (watching the language/terms that they use to describe their problems), but it is also important to be mindful and attentive to the feedback that you receive at large.

7 :: How are acting skills important for a CSR?

Every great customer service rep will have those basic acting skills necessary to maintain their usual cheery persona in spite of dealing with people who may be just plain grumpy.

8 :: Why should you have knowledge of the product?

The best forward-facing employees in your company will work on having a deep knowledge of how your product works.
It is not that every single team member should be able to build your product from scratch, but rather they should know the ins and outs of how your product works, just like a customer who uses it everyday would.

9 :: Why should you have an ability to "Read" customers?

You will not always be able to see customers face-to-face, and in many instances (nowadays) you will not even hear a customer's voice.
That does not exempt you from understanding some basic principles of behavioral psychology and being able to "read" the customer's current emotional state.
This is an important part of the personalization process as well, because it takes knowing your customers to create a personal experience for them.

10 :: What is time management skill?

The trick here is that this should also be applied when realizing when you simply cannot help a customer. If you do not know the solution to a problem, the best kind of support member will get a customer over to someone who does.
Do not waste time trying to go above and beyond for a customer in an area where you will just end up wasting both of your time.