7 More Sample Behavioral Customer Service Interview Questions. If I needed to go to someone else for assistance, I would try to keep the customer on my line if at all possible while I got the information I needed. I tried a lot of competitors before finding your products, and not only is yours the same quality as competitors at a lower price, but it’s also the only brand that doesn’t irritate my sensitive skin. ... Star Star Star Star Star Current Customer Support Specialist ⦠There are indeed many questions you can ask when hiring a Customer Support Specialist, depending on your needs and your industry. How to Answer Customer Service Interview Questions. I’d be really excited to put all those skills to use in a customer service role for a company whose mission I support—and I’m passionate about Run By Sun’s goal of spreading solar energy use.”. Above all, know why you want this job and why you’re just the right person for it. “I’ve been using your company’s makeup for years. I also collaborated cross-functionally by collecting customer feedback and communicating it to the product team.â. Weâll also follow up those tips and tricks with ten of the most common customer service interview questions along with a brief explanation on why hiring managers ask these questions and what you should focus on when you answer them. For example, maybe you’d go for a quick walk or make sure to listen to some of your favorite songs over your lunch break. Almost all answers should formulated in a positive tone and focusing on the clients and solving their issues. 1. You will Learn How to Answer Most Frequently Asked Interview Questions: A technical support job puts together the knowledge of computer, its know-how and the skills required for customer service. Before you go into your interview, reread the job posting and note any software or other specialized tools mentioned. I must note that she was not a very fluent English speaker, and there were moments when it was a bit hard to understand her. Or maybe you love the company’s mission and want to be a part of it. A good product is essential but without the customer service to back it up, there is no reason for someone to buy it here as opposed to ⦠Customer Service Professional Interview Questions ; Question 28. If you are applying for the position of Customer Service/Customer Support, these interview questions and answers will help you prepare for you interview. Both types of customers can be difficult to work with. What exactly can you expect in a customer service job interview? The set of questions are here to ensures that you offer a perfect answer posed to you. Customer Support Specialist interview questions | InterviewAnswers Ideally, you’ve applied for a job where you’d be using a medium you’re comfortable with. I really like how your company kept customers like me in mind when designing your products.”. Similar job titles include Customer Support Professional, Customer Support ⦠Customer service refers to the part of a business which ⦠For example, if you applied to a phone support job, telling your interviewer you prefer to communicate over email will be a red flag. Companies in all industries need to interact with their customers and keep them happy, and these interactions happen across a number of channels—in person, over the phone, via email or chat, and increasingly, over social media. Free interview details posted anonymously by HubSpot interview ⦠While it’s impossible to know exactly what questions will be asked at your customer service interview, you can still go in confident that you know what types of questions will be asked—and what qualities recruiters and hiring managers are really looking for at the end of the day. It was a little like a roller coaster ride. Customer service isnât only about fixing a customersâ problems â itâs a platform through which customers can express themselves and even give your company advice. If it’s a text-based communication position, be prepared to speak to your writing skills and take a skills assessment before being offered the job. So I told them that I understood their situation was frustrating and then asked if I could go through a few standard questions to figure out the most likely culprit. When I started my last job, for example, I had never used a point of sale (POS) system before, but within a few weeks I was able to learn enough that I could troubleshoot problems and even answer other employees’ questions about how to use it.”. If this is one of your first customer service interviews, you’re likely nervous and wondering what to expect. 84 HubSpot Customer Support Specialist interview questions and 59 interview reviews. One way to find out what the employer is seeking in qualified candidates is to research the companyâs mission statement and website. Bell says that you should keep in mind the specific customer service job you’ve applied to when answering this question. Learn about interview questions and interview process for 628 companies. “I don’t have experience with Salesforce, but I have always been good at picking up on new software quickly. If possible, you should use the STAR method again and recount an actual situation you handled in a previous role. However, the most important, as described ⦠Office support specialist interview questions & answers. Definitely harder interview questions that I really had to think about. Try to think of several stories to use ahead of time for behavioral interview questions like this one and practice adapting them in response to different kinds of questions. It turned out that their router had recently been moved to a less optimal location and not every bedroom in the house was getting a steady signal. Candidates should be aware of basic technical knowledge and computer troubleshooting questions and answers. Regina Borsellino was born and raised in New York before moving to the Washington DC area to get a BA in English Lit from the University of Maryland and an MFA in Fiction from American University. Welcome to Top 20 Customer Service and Help Desk Interview Questions and Answers. To be prepared to answer this question, think about the difficult situations you’ve been in, and how you dealt with them. He thanked me for my patience and told me he would tell his friends about his experience.â. You could share that you’d allow frustrated customers to vent for a few minutes so they feel heard—and so that you and they both know you fully understand the situation—before you try to solve their problem. Interview Questions. Question # 1 Tell me do You Understand Computers? So it’s important to show that you’re self-aware and know how you’d take care of yourself so you can stay motivated and calm when talking to customers. As a potential hire, you’ll have to show that you know how to handle these interactions. Most customer service positions will be focused on one (or at most two) methods of communication. People often apply to customer service roles when they’re first entering the workforce and don’t quite know what they want to do yet. What to look for in an answer: âI never pretend to know an answer if I donât. I took a minute and listened to them explain their issue, and it turned out that they were a student who was stressed about a project deadline being switched. “In my current role, my company doesn’t allow calls to be transferred between support reps on the same level, only up the chain to managers or to different departments. What to look for in an answer: âTo me, customer service means identifying the root of a customerâs problem and working to find a solution that surpasses their expectations using in-depth knowledge of the companyâs service or product. You might explain that you’re somebody who can handle being yelled at when you recognize that the anger isn’t directed at you and can empathize with the customer’s complaints. Despite all of these differences, the core skills and qualities needed for a customer service job are the same. Exceptional customer service is all about maintaining a positive and friendly attitude that makes a good first impression and leaves a lasting one.â. However, on days when it feels like I’m only getting angry customers, sometimes I like to unwind by blasting my favorite music on the drive home.”. Just make sure you have a balanced interview, getting to know each candidateâs skills and character traits. Customer Support Specialist job description. The right interview questions reveal useful information because they force interviewees to think on their feet and draw on ⦠In the past, I’ve found that it’s been easier for me to form a connection with the customer when we’re communicating in real time, rather than over email, social media, or even chat, which can all have lag times between responses.”. If you’ve used a related or comparable tool, talk about how you’ve used it, how it’s similar, and the ways in which your experience with it would set you up to succeed. Weâve looked at 10 of the most common questions youâll hear in a customer service interview now. And if helping an exasperated customer come away with a resolution gives you particular satisfaction, be sure to mention it. Be sure to think about how you’d respond to each of the questions above and recall a few stories that really exemplify your customer service skills. What Do You Know About [Our Product or Our Company]? “In my job as a hotel receptionist, I handle a lot of different tasks, but the most rewarding part of my job is when I have a customer (or potential customer) call in or walk up to my desk with an issue that they need help solving. At my previous job, I helped customers with complex software products and if I didnât know an answer, I reached out to my co-workers for assistance, referred the customer to someone who could help or looked through my training manual for answers.â. When interviewing Support Specialist candidates, look for individuals with excellent analytical and problem-solving abilities. Taking ownership doesn’t mean saying a problem is your fault; it means taking on some responsibility to try to fix the issue. I was voted Most Outgoing at my last job and small talk is one of my talents.â. But be honest. Briefly explain what you mean by customer service and customer support. Location United Kingdo... United Kingdom. If you’re coming from another public-facing role—like retail or hospitality—you likely have tons of experience interacting with customers and helping to solve their problems. If you have experience with these programs, be prepared to talk about what you know and how you’ve used them. Questions About Customer Service . I stayed on the line while they returned the router to its original location and verified that their connection immediately improved before wishing them luck on their project and hanging up.”. For example, maybe you work in retail, but your favorite aspect is talking to and helping customers who want to make a return or exchange or have another issue, so you want to make that your job’s focus. “I was working in phone support for a major internet service provider, and a customer came into the phone call already very angry and upset that their computer was not staying connected to Wi-Fi. So in answering the question, detail the steps you might take to try to solve the customer’s problem yourself—and how you might deal with any frustration they bring to the conversation. Post this Customer Support Specialist job description template on job boards and careers pages to attract qualified candidates. So I make sure they feel heard, usually by allowing them to vent for a minute before getting into the service part of customer service. You may have already heard a lot of general job interview prep tips and prepared for more universal interview questions. I would also give them a timeline for a solution and make sure they felt valued by thanking them for their feedback.â. Don’t pretend to be a Salesforce expert when you’re not. Whatever your reason is, you should back it up. For example, maybe you can talk about when you were a camp counselor and the most fulfilling part of the job was when a camper would come to you with a problem and you’d get to help them think through it and figure out a course of action. What to look for in an answer: âTeamwork is essential for success as a customer service rep. At my last job, I worked closely with a cohesive team. Of course, getting yelled at all the time can start to weigh on anybody. We regularly pooled our knowledge and resources to address tricky customer complaints and handle a large amount of incoming calls during peak times. If you exhausted all the resources at your disposal and still had to escalate the call, that’s OK. Interviewers will understand that not every problem is an easy fix. If you’re interviewing for an entry-level customer service position, you’re less likely to be asked this question. If you use the product, that’s great—and you can talk about that. If there was, I’d follow the standard steps based on this new information. Talk about that. Ask this question to determine if a candidate is willing to go the extra mile for a customer, even in a tense situation. Ask this critical question to gauge a candidateâs commitment to the role and and gain insights about their customer service philosophy. Bell doesn’t want to hire customer service reps who blame the company or customer right away or hand something off to a supervisor without first trying to resolve the problem themselves. Let me find out for you,â and take steps to find a solution. How a candidate handles a customer pointing out a well-known problem with a product or service can reveal their level of empathy and ability to communicate clearly and respectfully with an unsatisfied customer. The interview took place online with a Customer Support Team Lead, lasted around 40 min. 40 customer support specialist ~1~null~1~ interview questions. “Describe a time [when] you remained calm—understanding the customer wasn’t directly upset with you—and were able to empathize with them and suggest new ideas or improvements based on what was being communicated to you by the customer to partner in de-escalating the situation.”. For example, if you’d been transferred a few times, the last thing you’d want is to have to talk to yet another person. 1. What Is Your Preferred Method of Communication? “Having 50 people yell at you a day isn’t always a fun thing, so you have to have your own reason to get through it,” says Bell. What to look for in an answer: âIâm definitely a people person! With an additional 8 professionally written interview answer examples. I decided to call the soup kitchen and not only did they have extra tables, but they were also able to send them over in the van they used to pick up donations. Hire an experienced Help Desk Specialist or an ambitious candidate that you can train. That’s OK, too! In college, I was in a student group that put together a lot of fundraisers and charity events. Hourly Rate $33/hr. Top 5 Tips For Answering Customer Service Questions ⦠In that case, a good strategy for answering is to put yourself in the customer’s shoes. If you’re coming from a different field where you have experience interacting with customers, “I want to know why they’re looking to transition into a customer support role,” says Bell. “I’m not looking for someone to magically fix the situation, just looking for someone to take ownership over it,” Bell says. Before your interview, spend time researching the company and its products and be prepared to speak about them. If not, I would go back to the very basic details—things as simple as verifying the customer’s address is correct and their billing address matches their current address—to ensure we weren’t missing anything. Let's begin! Closing the Interview . Please note that we are not your career or legal advisor, and none of the information provided herein guarantees a job offer. This question helps you determine whether a candidate enjoys talking to people and if they have the power to boost customer loyalty and engagement. If you don’t, talk about whatever other experience has prepared you for it. What to look for in an answer: âDuring my previous role, a customer was furious about not being able to return an item for a full refund. For this question, and questions like it, interviewers want to see that you understand the downsides of a customer service job but that the upsides far outweigh them for you. Free to customize job duties and requirements based on your needs and your.... 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