Question Overview: The ideal candidate should be able to identify a weakness that does not affect their ability to perform the job. For example, if they are not a morning person, they should explain how they have overcome this weakness and how it has positively affected their performance.
Sample Answer: I am not a morning person; however, I have learned to adjust my schedule so that I can be at my best during the day. I wake up at 7:00 AM every day and exercise for 30 minutes before I start my day.
Question Overview: The ideal candidate should be able to provide a specific example of a difficult decision they had to make. The candidate should explain the situation, the decision they made, and the outcome of their decision.
Sample Answer: A customer was upset because we did not have the item he wanted in stock. I was able to locate the item at another store and offered to deliver it to him. The customer was very grateful for my help, and I was able to resolve the situation quickly.
Question Overview: The ideal candidate should be able to explain why they are the right candidate for the position. The response should be specific to the position and company. The candidate should also be able to explain why they are interested in the company and position.
Sample Answer: I am a customer service manager who is passionate about providing excellent customer service. I have been working in customer service for five years and have had experience working in different departments. I am excited to work for your company because I have heard great things about it and I feel that I can contribute to your mission of providing excellent customer service.
Question Overview: The ideal candidate should be able to identify a situation in which they had to make a compromise between quality and quantity. The candidate should then explain how they made the decision and what the outcome was.
Sample Answer: I would choose quality over quantity. I would inform the customer that we were out of stock on the item they wanted, but I would offer them a similar item at the same price.
Question Overview: The ideal candidate should be able to identify a problem that they had to solve and how they approached the situation. The candidate should also be able to explain how they decided on their specific course of action.
Sample Answer: A customer came into the store and asked for a refund on an item that he had purchased two weeks prior. He said that he was not satisfied with the product and that it did not meet his expectations. I asked him if he had tried using the product for a longer period of time, and he said that he had. I then asked him if he had contacted customer service before coming into the store, and he said that he had not. I then explained to him that we could not give him a refund because we do not offer refunds on opened items.
Question Overview: The ideal candidate should be able to identify the situation, explain how they handled the situation, and follow-up with how they resolved the issue.
Sample Answer: I would first ask the customer to step aside so that we could talk in private. I would then ask them what was wrong and listen to their concerns. I would then explain how we could fix the problem and apologize for any inconvenience caused.
Question Overview: The ideal candidate should be able to explain why they want to work for the company and how they can contribute to the company's mission and goals.
Sample Answer: I have always been a huge fan of your company. I love the way you are able to create a community of customers who are willing to share their experiences with one another. I feel that I can contribute to this community by providing excellent customer service.
Question Overview: The ideal candidate should be able to identify their stress management techniques and explain why they find them effective.
Sample Answer: I take a few minutes to myself to do some deep breathing exercises. I find that this helps me to focus on the task at hand and not let my stress get the best of me.
Question Overview: The ideal candidate should be able to explain the situation, how they handled it, and the outcome.
Sample Answer: A customer was upset because she was not able to use a coupon on a product that did not match her coupon. I was able to identify that she had a coupon for a different product and that we did not have the item in stock. I offered to give her a rain check for the item and told her that I would call her when we received it.
Question Overview: The ideal candidate should be able to explain why they would want to work in a specific area of the store. The answer should be specific and not just a general statement.
Sample Answer: I would like to work in the warehouse because I enjoy working with my hands and building things. I would also like to learn how to pack and ship orders.
Question Overview: As a customer service manager, you must be able to prioritize tasks and make quick decisions. This question is designed to see how the candidate prioritizes tasks in a stressful situation.
Sample Answer: I would ask for the location of the child and then call the parents. I would then call security and ask them to stop the shop lifter. I would then ask a staff member to take care of the child until security and the parents arrive.
Question Overview: The ideal candidate should be able to provide a project that they led from beginning to end. The project should have a beginning, middle and end, and the candidate should be able to explain each step of the process.
Sample Answer: I led a project last year where we were trying to increase our customer satisfaction scores. We created a survey that was sent out to our customers and asked them what they liked about our company and what they would like to see changed. We then used the information we gathered from the survey to create a new customer service training program.
Question Overview: Customer service managers are responsible for managing a large group of people, and the ideal candidate should be able to explain how they would manage a large group of people.
Sample Answer: I would first create an open space for dialogue among my team members. I would then assign tasks that are specific to each individual's strengths and weaknesses. I would also make sure that everyone is on the same page regarding the company's goals and objectives.
Question Overview: The ideal candidate should be able to identify their strengths and explain how they are able to use them in their current position.
Sample Answer: I am a very organized person. I am able to keep track of all of my tasks and prioritize them based on urgency. This allows me to be very efficient in my work.
Question Overview: The ideal candidate should be able to explain how they like to be managed. This question is an opportunity for the candidate to show their personality and how they work best.
Sample Answer: I like to be managed by someone who is open and honest with me. I also like to be given a task and then have the freedom to complete it without too much oversight.
Question Overview: The ideal candidate should demonstrate their leadership and credibility to key stakeholders by providing examples of how they have done so in the past. The applicant should also explain how they would do so in the future.
Sample Answer: I would demonstrate my leadership and credibility to key stakeholders by being available and approachable. I would also be sure to communicate with my team on a regular basis, and I would make sure that everyone was on the same page regarding our goals.
Question Overview: The ideal candidate should be able to explain how they would handle a situation when the product or service failed. They should also be able to explain how they would handle the situation if it were to happen again in the future.
Sample Answer: If a product or service failed, I would first try to understand the cause of the failure. I would then inform my team of the issue and work with them to resolve it. If it happened again, I would look into why it happened and make sure that it does not happen again in the future.
Question Overview: The candidate should be able to explain how they will sell the product to the customer. The ideal candidate will be able to explain how they will sell the product, as well as how they will follow up with the customer after the sale.
Sample Answer: I would begin by asking the customer about their needs and wants for their home. I would then explain how this product would help them achieve their goals. I would follow up with the customer after the sale to ensure that they were satisfied with their purchase.
Question Overview: The ideal candidate should be able to explain why they would like to meet this person. It is important to note that the candidate should not just name a celebrity or someone famous.
Sample Answer: I would like to meet Elon Musk because he is a successful entrepreneur and has created multiple companies that are changing the world. I would like to learn more about his leadership style and how he manages his time.
Question Overview: Customer service managers are often required to work long hours and weekends. The ideal candidate should be able to provide their availability, as well as their availability during peak and slow times.
Sample Answer: I am available during the week from 8 a.m. to 5 p.m., and I am available on the weekends from 8 a.m. to 1 p.m.