Customer service interview questions and answers

Customer service interview questions and answers

As a way of customer service, what questions will be asked in the interview? The following is the complete set of customer service interview questions and answers I have compiled. Welcome to reading.

Customer service interview questions and answers 1 1. How will you deal with difficult customers?

Doing customer service, especially customer service, will inevitably meet different customers. When most difficult customers call the customer service at headquarters, they first ask to see the leader. At this time, they should show that they are the person in charge of this problem, establish a trust relationship with customers, and make customers willing to tell you about the unequal treatment they have encountered. At this time, it is necessary to show that we are standing in the position of customers and constantly use some communication skills to dispel the backlog of dissatisfaction in customers' hearts (such as listening to and recognizing customers)

In the process of communication, first understand the solutions that customers want, so that customers feel valued: for example, "What do you think is better to handle this matter?" Then put forward your solution, quickly and effectively solve the problem of customer complaints, and give a clear reply. Finally, I apologize on behalf of the company, thank customers for their support to our company, and will improve our work in the future.

Cai Jia. Com tip: This question is used to examine whether the interviewer can deal with customers' problems in an orderly and rational manner, effectively solve customers' problems, and turn complaining customers into loyal customers.

2. As customer service will bring great pressure, how to relieve the pressure so as not to affect your communication with customers?

As a customer service staff, you should learn to transfer pressure quickly. Everyone decomposes stress in a different way. There are several common methods:

During the call:

(1) Try to keep smiling (although the customer can't see it), try to slow down your breathing, keep your tone steady, choose appropriate sentences, and let yourself focus on the solution to the problem rather than the customer's attitude.

(2) When the customer makes rude remarks, you find yourself breathing thicker and speaking faster and louder. At this time, you should put your mobile phone in a "silent" state for a few seconds, take a sip of water, take a deep breath, adjust yourself to a normal state, and then start an active conversation.

End of call:

(1) Go to the window, have a look at the green outside, stretch, take a deep breath and drink some water.

(2) Learn to forget selectively, don't always play back some unpleasant processes in your mind, and drink some coffee properly. Coffee can free people from depression. After work: Reading, diet adjustment, exercise and sleep are all ways to relieve stress.

Cai Jia. Com tip: This question is mainly used to understand the interviewer's ability to resist stress and whether he can handle customer problems in a professional way under pressure.

Customer service interview question 3. Telephone communication skills What kinds of questioning methods are used in the following questions?

(1) Does your mailbox send and receive letters through the WEB or OE? Did the other party reply or did you not receive or send the letter in your mailbox (targeted question).

(2) When the customer reports that the other party can't receive the letter after sending it from the mailbox, the customer service staff needs to ask the customer: Did you receive the letter after sending it? (Optional question in closed question).

(3) According to the judgment of our technicians, your problem is estimated to be a network problem. You can try again later. If the website still cannot be opened normally, please contact us again. Do you think it's okay (consulting questions)?

Can you tell me about the specific situation at that time? Can you recall the specific situation at that time (open-ended question)

(4) You mean to change the product again, right (closed question)

Cai Jia. Com tip: know whether the interviewer has participated in telephone communication skills training and whether it can be distinguished and used in practical work.

Customer service interview question 4. What do you think is the position of customer service in the enterprise? If you are a customer service staff, what do you think will play an important role in providing quality customer service?

As the main channel to communicate with customers, the call center really plays an important role. Because it is the core of a company, including customer data collection, potential customer mining, service, product monitoring and customer relationship maintenance are all customer service work.

(1) actual workflow;

(2) Strict service quality standards;

(3) Improve the training system and improve the professional level of customer service personnel;

(4) A comprehensive and effective service management system permeates customer service into all aspects of the company's business processes to minimize the occurrence of customer problems.

Customer service interview questions and answers 2 1. What do you think of the status of customer service in enterprises? If you are a customer service staff, what aspects do you think will play an important role in providing quality customer service?

Why do you want to work in our company?

How long do you think you will stay in this job if I hire you?

4. Why did we hire you?

5. How will you deal with difficult customers?

6. What do you think of overtime?

Please introduce yourself.

8. What do you like about this job?

9. What salary do you expect?

10, inexperienced, how to be competent for this job?

What are the skills or principles for handling customer complaints?

12, what should I pay attention to in order to be an excellent customer service?

13. How do you balance the relationship between customers and company goals?

14, I think you are too obedient. I'm afraid you are not suitable for this position. You know, we often meet some very difficult customers.

15, if you are selling a product and meet a customer who has been complaining about your poor after-sales service, what will you do?

16. What do you think is the most important thing for customers' work?

17, talk about your understanding of customer service positions.

18. What should I do if the customer complains?

19, your goal?

20. quality

Answers to questions and tips

1. As the main channel to communicate with customers, the call center really plays an important role, because it is the core of a company, including customer data collection, potential customer mining, service product survey and customer relationship maintenance.

(1), practical workflow;

(2) Strict service quality standards;

(3) Improve the training system and improve the professional level of customer service personnel;

(4) A comprehensive and effective service management system permeates customer service into all aspects of the company's business processes to minimize the occurrence of customer problems.

2. The industry in which your company is located, its reputation in the industry and the nature of its work attract me very much.

It takes at least 3-5 years for a job to learn the essence.

4. Ideas:

1), the applicant had better answer from the perspective of the recruiting unit;

2) Employers generally employ such candidates, who are basically qualified, interested in this job and have enough confidence;

3), such as: "I meet the recruitment requirements of your company. With my present skills, high sense of responsibility, good adaptability and learning ability, I am fully qualified for this job. I really hope you can serve your company. If your company gives me this opportunity, I will definitely become the pillar of your company! "

5, do customer service work will inevitably meet different customers, do customer service work will meet different difficult customers, the most difficult customers call the headquarters customer service, first of all, ask to see the leader, at this time we should show that we are the person in charge of this problem, establish a trust relationship with customers, so that customers are willing to talk about what they have encountered, which is why we have to show that we are still standing on the customer's side and constantly use some communication skills to disperse customers' psychological backlog of dissatisfaction.

6. Tip: Actually, the questions asked by many companies do not prove that you must work overtime, but just want to know whether you are willing to contribute to the company.

7. Hint: Generally speaking, it is too common to answer this question, just say your name, age, hobbies and work experience. These resume lines are available. In fact, what they want to know most is whether the job seeker is qualified for the job.

Including: the strongest skills, the deepest knowledge learning, the most positive part of personality, the most successful things done, the main achievements and so on. These can have nothing to do with study, but only by highlighting your positive personality and ability to do things can you be believed. Job seekers should respect the examiner and say "thank you" after answering each question.

8. Tip: Everyone has different values and different criteria for judging nature. But when answering the interviewer's questions, you can't directly tell your own psychology, especially the salary problem. However, some harmless answers are good considerations, such as convenient transportation and the nature and content of the work can meet your own interests. They are all good answers, which will greatly add points to the exam.

9. Idea: There are two ways to get a reasonable salary:

(1), conduct market research before the interview to understand the average level of this position in the industry;

(2) If this figure is difficult to obtain, you can make appropriate promotion according to your previous work income. It should be noted that don't directly say "I want a monthly salary, don't ask for it" on the premise of setting a good foundation.

10, thinking: First of all, admit that this is your current limitation, but it is an objective factor; Secondly, list your advantages in this job. For example, you can answer that you have a temperament type that matches the position, or have relevant internship experience or school resume.

1 1, principle

(1), don't judge the customer artificially, the customer only asks you for help because he trusts you and thinks you can solve the problem for him;

(2) Put yourself in the customer's shoes;

(3) Adhere to the following interest principles: let the company make money, not lose money, and earn more with less loss.

12, (1), smile;

(2) The customer is always right;

(3) Be polite to guests.

13. In most cases, the customer's needs do not contradict the company's goals. You should know that I have a certain responsibility to both the customer and the company, so I will carefully consider any requirements that are contrary to the company's goals. I need to consider the seriousness of the contradiction and the importance of customers to our company. If I have to make a decision, I must maintain a high degree of professional ethics for this client.

14, I am introverted because I am good at listening and willing to leave more opportunities for others to talk, but this does not mean that I am not good at words. If necessary, I can use Kan Kan dialect.

15, I will explain to customers that our company has always been proud of product quality and excellent service, and then I will assure customers that I will make every effort to improve this situation. Next, I will listen to his complaints, find out the root of the problem, and make necessary improvements to satisfy customers.

16, thinking: while describing the characteristics of the work, you should also add your own views. If you are an experienced person, you'd better explain your mentality.

17, mainly dealing with problems that ordinary customer service representatives can't solve for a while, handling them at the specified time, conveying them to relevant personnel, and replying to customers to do a good job of communication.

18, let them rest, then apologize, let them know that we have understood their problems, then sum up, ask questions, then come up with solutions and ask their opinions.

19, becoming a partner for customers' survival and a company that customers can trust and respect.

20. Business knowledge, communication skills, sense of responsibility under work pressure, language skills, cooperation awareness and quick response.

Customer service interview question and answer 3 1, please introduce yourself?

Answer Tip: Most people answer this question too many times and only say their name, age, hobbies and work experience, which are all on their resumes. In fact, what enterprises want to know most is whether job seekers are competent, including: the strongest skills, the deepest knowledge field, the most positive part of personality, the most successful things they have done, the main achievements and so on. These can have nothing to do with learning, or they can be related to learning, but only by highlighting positive personality and ability to do things will enterprises believe it. Enterprises attach great importance to a person's manners. Job seekers should respect the examiner and say "thank you" after answering every question. Enterprises like polite job seekers.

2. What do you think is the greatest strength of your personality?

Answer prompt: calm, clear-cut, firm, tenacious, helpful and caring, adaptable, humorous, optimistic and friendly. After one or two years' training and practical project of Beida Jade Bird, plus internship, I am suitable for this job.

3. Tell me about your greatest weakness?

Answer tip: This question is likely to be asked by enterprises, and they usually don't want to hear what are the shortcomings of direct answers. If the job seeker says that he is narrow-minded, jealous, lazy, bad-tempered and inefficient, the company will definitely not hire you. Never be smart enough to answer "My greatest weakness is to pursue perfection too much". Some people think this answer will make them look better, but in fact they are already in jeopardy. Enterprises like job seekers to talk about their own advantages, add some minor shortcomings in the middle, and finally turn the problem back to advantages and highlight advantages. Enterprises like smart job seekers.

4. What do you think of overtime?

Answer tip: In fact, many companies ask this question, not to prove that you must work overtime, but to test whether you are willing to contribute to the company.

Answer sample: I will work overtime voluntarily if my job requires it. I am single now, I have no family burden, and I can devote myself to my work. But at the same time, I will also improve work efficiency and reduce unnecessary overtime.

5. What is your salary requirement?

Answer tip: If your salary requirement is too low, it is obviously demeaning your ability; If the salary you ask is too high, it will appear that you are overweight and the company cannot afford it. Some employers usually set a budget in advance for the positions they apply for, so their first job is often the highest price they can offer. They only ask you to confirm whether the money is enough to arouse your interest in the job.

Answer sample 1: I don't have a rigid requirement for salary. I believe your company will handle my problem in a friendly and reasonable way. I focus on finding suitable job opportunities, so as long as the conditions are fair, I won't care too much.

Sample 2: I have received systematic training in software programming, and I don't need much training, and I am particularly interested in programming myself. So I hope the company can give me a reasonable salary according to my situation and the level of market standards.

Sample 3: If you have to say the specific figures yourself, please don't say the broad range, then you will only get the smallest figures. It's best to give a specific figure, which shows that you have made a survey on today's talent market and know what kind of value employees with your education have.

6. What is your career plan in five years?

Answer Tip: This is a question that every candidate doesn't want to be asked, but almost everyone will be asked, and more answers are "managers". But in recent years, many companies have established special technical channels. These positions are usually called "consultants", "participating technicians" or "senior software engineers" and so on. Of course, you can also name other positions you are interested in, such as product sales manager, production manager and other positions related to your major. You know, examiners always like enterprising candidates. If you say "I don't know" at this time, you may miss a good opportunity. The most common answer should be "I am going to make a difference in the technical field" or "I hope to develop according to the company's management ideas".

7. What do your friends say about you?

Answer hint: I want to know about your personality and the problems of getting along with others from the side.

Answer sample 1: My friends say that I am a trustworthy person. Because once I promise something to others, I will definitely do it. If I can't do it, I won't say yes easily.

Example 2: I think I am an easy-going person and can get along well with different people. When I get along with others, I can always think from others' point of view.

8. Do you have any questions?

Answer prompt: This question of enterprises seems to be dispensable, but it is actually very critical. Enterprises don't like people who say "no problem" because they attach great importance to employees' personality and innovation ability. Enterprises don't like job seekers asking questions about personal welfare. If someone asks: Is there any new employee training program in your company, can I participate? Or what is the promotion mechanism of your company? Enterprises will be very welcome, because it reflects your enthusiasm for learning, your loyalty to the company, and your self-motivation.

9. What would you do if you passed this interview, but after working for a period of time, you found that you were not suitable for this position at all?

Answer hint: I found that the job was not suitable for me for a period of time. There are two situations: ① If you really love this profession, you should keep learning, learn business knowledge and experience from leaders and colleagues with an open mind, understand the spiritual connotation and professional requirements of this profession, and strive to narrow the gap; If you think this career is dispensable, then change careers as soon as possible and find a career that suits you and you love, so that your development prospects will be greater and it will be beneficial to both units and individuals.

10. If you are a customer service worker, what do you think you should do well?

Answer prompt: Taobao customer service, like traditional industry customer service, requires practitioners to strictly abide by certain workflow. Therefore, when answering such questions, we can start with setting standards and training.

1 1. What do you think is the most important thing for a qualified customer service?

Answer prompt: My client abused me thousands of times, and I regard my client as my first love. For customer service positions, buying hundreds of consultants every day is bound to have some wonderful things happen. Therefore, patience has become an essential element of customer service.

12, as Taobao customer service, how do you handle the problem of after-sales return?

Answer hint: this question is related to the operation flow of the job. Generally speaking, the answer is relatively fixed. You can answer this way: If it is for personal reasons, you can only apply for a seven-day return without reason, which will not affect our store. If you apply for other reasons, you need to look at the chat record. Why do you want to apply for this refund? If it is inconsistent with the actual situation, you need to refuse. If the price is wrong, you also need to refuse.

13, list one or two of the most difficult customers or after-sales situations you have encountered, and tell me how you solved them.

Answer Tip: Like the first question, the reason why the interviewer asks the job seeker this question is largely to understand the coping strategies of the candidate for tricky customers, so as to determine whether the candidate meets the recruitment needs of his position.

14. What was your probation salary in your last company? What is the official company? How long did it take from trial to official?

Answer hint: there is a trap here. It is suggested that the salary during the probation period should not be too low, otherwise your salary in the new company will be similar to the original one. But be realistic and don't talk too high. Because high salary is directly proportional to your customer service ability.

15. Customer service will bring great pressure. How do you relieve stress?

Answer prompt: As a customer service staff, you should learn to transfer pressure quickly. Everyone has different ways to decompose stress. There are several commonly used methods: (1) Try to keep smiling (even if the customer can't see it), try to slow down your breathing, keep your tone steady, choose appropriate sentences, and let yourself focus on the solution to the problem rather than the attitude of the customer. (2) When the customer is rude, let yourself stand still for a few seconds, and then drink.

;