Question Overview: This question allows you to see how the customer service associate candidate views his or her career. You'll learn whether he or she is looking for a long-term position or a stepping stone to another job. You'll also learn whether he or she has goals and plans for his or her career.
Sample Answer: I would like to advance within the company. I would like to learn more about the company's products and services.
Question Overview: This question reveals the customer service associate candidate's communication skills and personality. You'll learn how well he or she can express him or herself and whether he or she is able to provide a clear picture of his or her strengths and weaknesses. You'll also learn about his or her values, goals and interests.
Sample Answer: I'm a recent college graduate with a degree in business. I enjoy working with people and have experience in customer service. I'm looking for a job where I can use my communication skills to help customers.
Question Overview: This question helps you understand how the customer service associate candidate may work with others. You'll learn if he or she is a team player and if he or she is able to work independently. You'll also learn how well he or she communicates with others.
Sample Answer: I enjoy working with a team. I am able to work independently when needed. I am able to communicate clearly and effectively with my team members.
Question Overview: This question helps you understand whether the customer service associate candidate has a landline and whether he or she uses it. You'll learn whether the candidate has a reliable means of communication. You'll also learn whether the candidate is able to have a conversation without being distracted by other things.
Sample Answer: Yes, I have a landline.
Question Overview: This question gives you the opportunity to learn whether the customer service associate candidate is available to work the hours that you need. You'll also learn whether he or she has any scheduling conflicts that would prevent him or her from working the hours you need.
Sample Answer: I am available to work the hours selected.
Question Overview: This question gives you an opportunity to learn about the customer service associate candidate's self-confidence and self-awareness. You'll learn whether he or she is able to articulate his or her strengths and weaknesses. You'll also learn whether the applicant has done his or her research into your business and whether he or she has a good understanding of the position.
Sample Answer: I have experience working in customer service and I have a passion for helping people. I know that I would be a great fit for this position.
Question Overview: This question allows you to find out why the customer service associate candidate is interested in your business. You'll learn about his or her reasons for applying for this position. You'll also learn whether the applicant has done any research about your business and whether he or she is familiar with your products and services.
Sample Answer: I'm interested in working for your business because I've heard good things about it. I like the products you sell and I think I'd be a good fit for this position.
Question Overview: This question helps you determine whether the customer service associate candidate is interested in growing with your business. You'll learn about his or her career goals and whether he or she is looking for a long-term position. You'll also learn whether the candidate would be interested in a promotion or if he or she would prefer to remain at the same level.
Sample Answer: I would like to continue working in customer service and eventually become a supervisor.
Question Overview: This question allows you to learn about the candidate's attitude toward customer service. You'll learn whether he or she understands the importance of customer service and whether he or she has a passion for providing excellent service. You'll also learn whether he or she has a realistic view of the job and whether he or she is likely to be satisfied with the position.
Sample Answer: Customer service is helping customers with their needs. I enjoy helping people and making them happy.
Question Overview: This question gives you an opportunity to see how the customer service associate candidate responds to difficult situations. You'll learn how he or she handles stress, and you'll be able to see how he or she deals with a difficult customer. You'll also learn how the candidate would handle a situation in which he or she was not able to provide a solution.
Sample Answer: I had a customer who was upset because of a delay in delivery. I apologized for the delay and explained that the product was on backorder. I offered a discount on the product and assured him that I would contact him as soon as it arrived.
Question Overview: This question helps you determine the candidate's typing speed. You'll learn whether he or she is able to type quickly and accurately. This is an important skill for customer service associates because they must be able to type up notes and correspondence in a timely manner.
Sample Answer: I can type at a rate of 60 words per minute.
Question Overview: This question allows you to see how the customer service associate candidate would handle a situation that required him or her to go above and beyond the call of duty. You'll learn about the applicant's initiative and dedication to customer service. You'll also learn about his or her willingness to go above and beyond the call of duty.
Sample Answer: I helped a customer who had accidentally deleted all of her files. I was able to recover them for her.
Question Overview: This question gives you an idea of the candidate's physical stamina and ability to work in different conditions. You'll learn whether he or she would be able to handle the physical demands of the job.
Sample Answer: I am comfortable working in the elements. I have worked outside in all kinds of weather.
Question Overview: This question helps you understand how the customer service associate candidate would handle planning a project. You'll learn whether he or she is able to work independently and meet deadlines. You'll also learn whether he or she is able to work well with others and communicate effectively.
Sample Answer: I am able to plan my tasks and work independently. I am also able to work well with others and communicate effectively.
Question Overview: This question helps you understand the customer service associate candidate's knowledge of your industry. You'll learn if he or she is familiar with your competitors and how he or she would improve the customer service experience at your business. You'll also learn how creative and innovative the candidate is.
Sample Answer: I would make it easier for customers to find items they want. I would also make it easier for customers to contact customer service.
Question Overview: This question helps you understand how the customer service associate candidate responds to failure. You'll learn how he or she handles challenges and what he or she learned from the experience. You'll also learn how he or she might handle a similar situation in the future.
Sample Answer: I was working with a customer who was very upset. I tried to calm him down, but I ended up making the situation worse. I apologized to him and offered to help him find another solution.
Question Overview: This question will help you understand how the customer service associate candidate responds to difficult situations. You'll learn if he or she has the emotional maturity to handle difficult customers. You'll also learn how the applicant might handle a situation in which he or she is unable to resolve a customer's issue.
Sample Answer: I would apologize for the inconvenience and offer a discount on his/her next purchase. I would also work with management/supervisor if needed.
Question Overview: This question helps you understand the applicant's personality and work style. You'll learn how he or she will fit into your team and how he or she will contribute to your business. You'll learn whether the applicant is a good fit for your company and whether he or she has the right attitude for this position.
Sample Answer: I am a hard worker, friendly and a team player. I am eager to learn and grow in this position.
Question Overview: This question helps you understand the customer service associate candidate's experience with your type of business. You'll learn whether he or she has worked in a similar industry and whether he or she has the skills to be successful in your business.
Sample Answer: I have worked in retail for over three years. I have experience with customer service and sales.
Question Overview: This question is a great way to find out if the customer service associate candidate is available for the job. You'll learn whether he or she has other obligations that could interfere with his or her ability to work for you. You'll also learn whether he or she is willing to commit to your business.
Sample Answer: Yes, I am available for my orientation.