Great customer service is critical to any organisation’s efforts to maintain strong relationships with its clients. Customer service staff are currently in demand by many retailers, who are adjusting to an exodus of customers from stores as they shift to online retail. Key services like telecommunications and internet companies are also experiencing a spike in activity because of the prevalence of remote working, which means more customer service support is needed here, too.
But there’s more to the job than meets the eye — just as there's more to asking the right customer service interview question than you might expect when hiring.
Customer service representatives must be fast-thinking, flexible and diplomatic. What’s more, they must have excellent communication skills in order to walk people through solutions to complex challenges, and they must be creative problem-solvers. In addition, these individuals also often perform data entry and research ways to resolve problems brought to them by the company’s clients. It’s a skillset you won’t discover in many so how do you uncover these qualities during an interview?
You can use this as your go-to resource for crafting insightful interviews that separate the best from the rest. Whether you're a seasoned hiring manager or an HR professional building interview guides, these 10 carefully curated interview questions for a customer service position will help you assess candidates' qualifications, personality, and cultural fit for your customer service role.
Emma Sestic is an associate director at Robert Half and has over 15 years of experience in recruitment, placing candidates in all levels of a business, from C-suite to entry-level.
She leads Robert Half Sydney's Business Support division, which specialises in the recruitment of administration and customer service, Human Resources, and Talent Acquisition professionals; project, contract, permanent and contract-to-perm.
It’s safe to say, Emma is very familiar with the types of customer service interview questions needed to identify the right person for the job.
"Asking the right questions in an interview, whether it be for customer service or any other administrative role, isn't just about filling a position; it's about finding the person who will be the voice and face of your brand. The best interview questions for a customer service position unlock insights into a candidate's problem-solving skills, empathy, and resilience - qualities that can't always be gleaned from a resume. It's about ensuring a cultural fit and ultimately, delivering exceptional experiences to your customers,” says Emma.
Wondering what customer care interview questions and answers you should ask and expect during an interview? Look no further.
The goal of this question
This question helps you as the hiring manager understand the customer service background of the candidate, evaluate their skills, and gauge their passion for the field. It also provides you with insights into the candidate's communication style, problem-solving abilities, and overall suitability for the role.
Answers you should look for
You want to hear about their relevant experiences, how they’ve handled challenges, and the positive outcomes they’ve achieved in their previous customer service roles (if they have had any).
If the person does not have experience in customer service, you want to hear them talk about transferable skills they have and how they are aligned with the qualities needed for a customer service professional. This can be anything from volunteering to experience in school or university.
The goal of this question
This customer service interview question allows you to see what attracts the candidate to work in customer service. The goal is the see if the pull factors are something that the role you are hiring for can provide. For example, if the candidate likes helping elderly people with new technology the best but you are recruiting for a customer service professional in retail which is targeted at younger generations, this role may not be the right place for their passions.
On the other side, the goal of this question is to understand if the challenges the candidate finds most difficult are something that is often present in this role. For example, if they find the pressure of helping customers most challenging and the role requires them to work in high-pressure situations, this may not suit them.
Answers you should look for
You want to hear that they have a sincere desire to assist and support people. This would come from what drew them to customer service and can range from personal experiences, a natural inclination towards empathy, or a strong belief in the importance of excellent service.
You also want to hear what they like and dislike the most from this customer care service interview question. Keep your ear out for things like problem-solving and finding solutions, building relationships, interacting with people, making a difference and exceeding expectations.
For a solid answer about the challenges, the candidate should acknowledge (for example) the challenge of dealing with frustrated or demanding customers, but also showcase their strategies for managing such situations calmly and professionally. Another example is they recognise the fast-paced nature of customer service and emphasise their ability to stay focused and efficient even during busy periods.
The goal of this question
The question about handling coworker and supervisor conflicts aims to assess the candidate's conflict resolution skills, teamwork, communication, and respect for authority. It helps you understand how the candidate navigates disagreements, communicates effectively, and maintains professionalism even under pressure. It also provides insights into their ability to prioritise the team's goals, find compromises, and build positive working relationships with both colleagues and superiors.
Although not directly related to dealing with customers, it is essential to hire people who would fit cohesively within the existing team. This ultimately contributes to the overall team culture, company culture, and can have a direct effect on the retention of staff.
Answers you should look for
The best responses to this customer service interview question will prioritise finding a resolution and calming the situation rather than dwelling on blame or taking sides. The candidate would ideally show a willingness to work collaboratively and find common ground to achieve a positive outcome for the team and the company.
The answer to this question will also indicate how they handle conflict with customers too, as their reaction will likely be similar with both parties.
The goal of this question
This question aims to assess how well candidates handle change and adapt to new situations. As a hiring manager, you want to see if candidates are flexible, proactive problem-solvers with good communication skills, who can maintain a positive attitude and contribute to a collaborative team environment even during periods of transition. It also reveals the candidate's willingness to learn, seek feedback, and adjust their approach for continued success.
Answers you should look for
You want to see evidence that the candidate can embrace change, navigate uncertainties, and adjust their approach effectively to different situations. You also want to hear an example they can provide to demonstrate they can adapt to new situations.
The goal of this question
This customer service interview question aims to gauge a candidate's openness to feedback, their ability to learn and adapt, and their overall professionalism. It showcases a candidate's willingness to improve, their problem-solving skills, and their ability to maintain a positive attitude even when faced with constructive criticism.
Answers you should look for
As a hiring manager, listen for examples of how someone has received and processed feedback—both positive and negative—and used it to make concrete changes in their approach to their work. This will help you identify someone who is receptive to growth and dedicated to continuously enhancing the customer experience.
The goal of this question
The question about disagreeing with a policy or decision aims to assess a candidate's ability to think critically, problem-solve, and communicate effectively while navigating potential conflicts within a company. This question also provides insights into a candidate's commitment to the customer experience and their ability to balance company policies with the best interests of the customer.
Answers you should look for
You want to gauge a candidate's initiative, willingness to advocate for improvements, and their approach to challenging established norms in a respectful and constructive manner. Look for answers that indicate they can take initiative and go the extra mile to improve service at the organisation.
The goal of this question
The question about handling angry or upset customers is a crucial one in customer service interviews, designed to assess someone’s conflict resolution skills, empathy, communication abilities, problem-solving prowess, and resilience under pressure. This question ultimately helps determine if the candidate possesses the necessary emotional intelligence and skills to manage challenging customer interactions, ensuring a positive experience even in difficult circumstances.
Answers you should look for
Keep your ear to the ground for answers that show how candidates de-escalate tense situations, demonstrate understanding towards upset customers, and remain calm and professional while finding effective solutions. This is essential for customer service professionals, especially when solving problems face-to-face.
The goal of this question
This question reveals how a candidate can handle situations where they lack immediate answers, a common occurrence in customer service. You will be aiming to assess honesty and self-awareness in acknowledging knowledge gaps, as well as problem-solving skills and resourcefulness in seeking solutions.
Answers you should look for
The answer to this question should give you an indication of the candidate's dedication to learning and improving their skills to provide the best possible service. You should be able to evaluate the candidate's communication style and customer focus during such instances, ensuring they keep customers informed and satisfied.
The goal of this question
This interview question serves multiple purposes, primarily to assess a candidate's honesty and transparency in admitting knowledge gaps, along with their problem-solving skills and resourcefulness when faced with such situations. It also evaluates their communication style and customer focus in managing expectations and maintaining positive interactions, even when lacking immediate answers.
Answers you should look for
Through their example, look for answers that reveal the candidate's commitment to continuous learning and improvement, crucial qualities for success in customer service.
The goal of this question
The goal here is to gauge someone’s ability to deliver difficult news clearly and tactfully, even to valued clients. You also want to understand how the person approaches challenging situations and finds alternative solutions. This is also a strategic question to assess their ability to understand and empathise with the customer's perspective, even while upholding company policies or limitations.
Answers you should look for
You are looking for evidence of your communication skills, diplomacy, and ability to maintain a positive relationship even when saying "no." Additionally, listen to how a candidate thinks creatively, offers alternatives, and turns a negative situation into a positive one.
As you can see, asking the right customer service interview questions will help you select the right candidate for the job.
Need help hiring a customer service representative? You've come to the right place. Let us help you find the right hire.
What are good customer service interview questions to ask the interviewer?
Can you describe a typical day in this customer service role?
How does the company measure customer satisfaction and success in this role?
What opportunities for growth and development are available in this role?
How would you describe the company culture and its approach to customer service?
What are the biggest challenges facing the customer service team currently?
How is the customer service team structured, and who would I be working with directly?
What type of training and ongoing support is provided to customer service representatives?
How does the company foster collaboration and communication within the customer service team?
What types of customers do you typically interact with, and what are their common needs or concerns?
How does the company empower its customer service representatives to resolve customer issues?
Can you share an example of a time when the company went above and beyond for a customer?
How do I handle difficult customer service interview questions?
Anticipate difficult customer service interview questions by researching common customer service interview questions and preparing thoughtful answers, identifying potential challenges based on your experience and practicing addressing them in a positive and professional manner.
Maintain your composure, even if the question is unexpected or challenging and take a moment to collect your thoughts before responding.
When answering behavioural questions about handling difficult situations, use the STAR method (Situation, Task, Action, Result) to structure your response.
Highlight your problem-solving skills, communication abilities, empathy, and patience.
Emphasise your willingness to learn and adapt, even in challenging situations.
How do I answer questions about customer service experience?
If you DO have customer service experience:
Highlight relevant experience
Showcase specific skills
Share a success story
Connect your experience to the new role
If you DON'T have direct customer service experience:
Focus on transferable skills
Demonstrate your understanding of the role
Show your enthusiasm and willingness to learn
Share relevant examples where you've helped someone, resolved a conflict, or demonstrated patience and understanding.
