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There was a time when customer service departments/jobs were solely reactive. The job was to answer questions and resolve problems. But increased competition and higher expectations from customers have led companies to require customer service professionals to take on a more proactive role.
Customer service representatives are spokespeople and even sales people in addition to problem solvers. Customer service professionals have significant influence on customer loyalty and purchasing habits. Therefore, the hiring, selection and performance of customer service professionals are of extreme importance to the overall success of organizations. We have prepared a selection of interview questions to equip you to hire capable, right-fit employees for the critical customer service role.
The following questions are designed to elicit specific examples of the core competencies of successful consumer affairs professionals. All questions are open-ended and call for the candidate to offer an illustration of their performance in each of the core areas. You should take detailed notes on the responses during the interview so you can go back and review in greater detail.
I’m going to share with you 7 categories of great interview questions. Consider setting the meeting up like this: “I’m going to ask you some questions and what I’m looking for is specific examples that illustrate how you have responded to specific situations in the past. I’ll be taking notes as you talk, but you keep going. Feel free to take your time and think about responses before answering the questions.”
1. Customer Service
Clearly, any candidate for a consumer affairs position must have a customer service mindset. This includes anticipating customers’ needs, thoroughly answering questions, having a positive attitude and understanding that the client is the reason you are in business.
- What does giving “excellent service” mean to you?
- Tell me about a time when you went above and beyond the call of duty to serve a customer.
- What do you like most about being in customer service?
- What do you think is likely to be the difference between success and mediocrity in this position?