Customer Service Interview Questions: Being a customer service representative in the United Kingdom requires a lot from you and there are procedures to you attaining such a position as you are.
After applying comes your interview which determines your chances of getting employed and being a part of a desired company or firm.
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1. Tell Me About a Time When You Went Above and Beyond What was Expected of You for a Customer
As in line with the STAR approach, start by outlining the situation. Don’t just dive straight in with what you did.
Draw on experiences where you’ve successfully completed tasks or taken responsibility for customers’ problems through best practice and diligence, rather than simply because it was your job.
With such a situation, you’ll want to provide evidence of a successful, first-time resolution. For example, your handling of the situation led to positive feedback and a happy manager.
2. Describe a Situation When You Had to Deal With a Difficult Customer
Start by explaining what made the customer difficult to deal with. For example, had they had a bad experience before with another company or perhaps one of your colleagues? Also, to outline how you built up trust with the customer and established a rapport.
Finish by explaining how you reached a successful resolution with the customer and the fact that the matter didn’t have to be escalated to your manager.
Here, the interviewer wants to check that you have handled things correctly and taken responsibility for the issue. This includes giving manageable timescales and delivering a successful resolution to the issue.
3. Outline Circumstances When You Had to Think Creatively to Solve a Customer’s Problem
Here, you want to describe a scenario where you took responsibility for a customer’s problem and arrived at a solution through your own initiative. Outline the situation and the issue, the various options open to you and why you chose the one you did.
For these types of questions, it’s important to strike the right balance between being innovative and not going completely outside of established rules and procedures.
4. Has There Been a Time When You’ve Worked Well Under Pressure? Can You Tell me About it?
Again, set the scene. Where did this pressure come from? Was it a project, a deadline? Was the whole team under pressure or just you?
As part of your response, it’s perfectly acceptable to admit to feeling stressed during the situation. But do outline how you maintained control. For example, you took time out to properly assess the situation, prioritize tasks, and execute.
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