Five Customer Service Interview Questions

The service sector claimed the highest jump in job openings in March. That’s good news for the economy and those who are now employed. McDonalds contributed to that rise with their national hiring day, exceeding their target of 40,000 by hiring 51,000 new service employees.

Customer service isn’t for everyone. Hiring the right people to work directly with the public is not easy, since there are few solid indicators that a person is successful. Since many are entry-level positions, applicants may not have had previous experience or had much training. Unlike an engineer or an IT administrator, there are no degrees or certifications that would guarantee that an applicant can do the job.

Interviewers rely on questions and are looking for the right answers. Asking an applicant if they are friendly will usually get a “Yes.” Following it up with the question, “On a scale of 1-10, with 10 being the highest, how friendly are you?” will give you a better indication. You’d like to hear, “10!” What if the applicant says “7”? If he/she doesn’t think they are very friendly, what will your customers think?

Here are five open-ended questions to ask (if you are doing the hiring) or be prepared to answer (if you’re applying) to help determine whether an applicant is a good fit for your customers service positions?

1. “Are you a person who always encourages other and makes them feel good about themselves?” The answer to this question will tell you how caring they are about others, an important trait for customer service. The follow on is, “Tell me about the last time you encouraged someone.” Look for a specific incident with details. If they are making something up or being vague, it’s a good indication this is not their habit.
2. “How do you feel when others complain and gripe all the time?” Service jobs are stressful, and you want a person who is going to remain positive without joining in. Follow on with, “Do you complain at work? If they admit to it in an interview, odds are that they will on the job.
3. “If you ask for help, are people willing to help you?” A person who is a lone ranger or won’t ask for help won’t fit into a team environment. The next question asks for a specific incident where they asked for help. If they said “no” to the first question, ask for details.
4. “Are you someone who takes charge, or do you wait for others to tell you what to do? The ability to anticipate customers’ needs and be proactive is important in customer service. Again, ask for a specific incident where they demonstrated initiative.
5. “Is it important to leave your personal feelings aside in order to be effective on the job? Bringing personal problems to work is distracting for the person, wastes time and affects the overall mood of the workplace. You are looking for a “yes.” Follow on with, “tell me a time when you did this.” A specific incident will give you a solid indication that they are able to put the good of the customer and company above their own.

By: Mary Nestor-Harper