You will have an interview for a customer service position soon, because you do not have much experience interviewing for this job, you feel confused, not knowing what questions the employer will ask. Let's find out with Bellsystem24-Hoasao some common customer service interview questions to have a successful interview.
Before reading this article, you should refer to: Challenges and opportunities of customer service in the 4.0 era to better understand this profession!
Question 1: What do you think customer care is?
Suggest: The concept of “Customer care” is simply understood as someone who learns and listens to the needs of customers. From there, give suggestions, ways to solve problems, support customers, and remove difficulties that customers are facing. This is an interview question often asked by employers when you apply for a customer care position.
Question 2: What do you understand about the job you are applying for?
With this question, the employer wants to know if you are really interested and understand the job you are applying for? There are many cases where you submit a fake application until the interview round, but you do not know what position you are applying for or do not understand anything about it. Therefore, this question is like an affirmation: "Do you really know what position you are applying for?"
Suggest: Don't make a fuss, stay calm and consider this question the employer just wants to know if you really love this job or not? Answer this question with your own responsibility and based on the detailed job description to answer.
“Before applying for this position, I also learned about the company that I am operating and developing in field A. For this field combined with the position I am applying for, the first task is to improve knowledge about the field the company is working in, besides supporting and answering customers' questions. From there, give useful advice so that customers can trust and use the company's products"
Question 3: What skills does a customer service staff need?
Suggest: Every job requires employees to have their own skills. Therefore, this position is no exception, a customer service employee needs to have the following 3 skills:
– Understand customer psychology
– Building “customer” trust
– Handle situations quickly and flexibly
Question 4: How would you deal with difficult customers?
Suggest: This is one of the customer service interview questions that is asked a lot by employers. Having to interact and talk with difficult customers is a common occurrence for a customer service employee. At times like this, you need to control your words and actions to explain to the customer the problem and be proactive in understanding the customer's psychology and slowly resolving the problem the customer is facing.
Never answer: I will hang up, or react negatively to the unpleasant emotions of the moment. No book on customer service encourages that.
Please read the following article to answer this question in the most professional way: How to deal with difficult customers
Question 5: What do you understand about our products and services?
Suggest: This is also a common type of question, do not make this question complicated, answer by stating the advantages of the product and the potential customers of this product. Surely the employer will be satisfied with your clever answer. But first, do not forget to learn carefully about the products and services of the business you are applying for by referring to the website or newspapers on the internet. If you are still too vague, you should honestly answer "I do not fully understand" so that the employer can explain further, no business will force you to fully understand their products/services, because all will be trained when recruited.
In addition, during the interview, depending on the culture of each workplace, you should pay attention to the way you dress. You should choose elegant and graceful outfits, avoiding colorful, fussy or too casual clothes.
For almost every position, employers always set their own criteria for their candidates. But you should remember that attitude is the factor that employers value the most. Be truly sincere, serious and create sympathy when interacting with employers, surely your ability to pass the interview round will increase a lot.
Above is a list of customer service interview questions that are commonly used by employers. Hopefully, the above information will give you more confidence. Good luck.
