Customer service interview questions and answers in English

B1 answer

I've worked in a call centre for a year. Before that I was a waiter, so I have talked to customers every day for three years. I enjoy helping people, and I stay calm when it is busy. Now I want to grow in customer service.

B2 answer

I have three years of experience dealing with customers, first as a waiter and for the last year in a call centre, where I handle around 60 calls a day. I'm good at staying calm and finding a solution. I'm applying here because I want to move into a role with more responsibility.

B1 answer

I like it when a customer leaves happy after I help them. I am a good listener and I am patient. I also like that every day is different.

B2 answer

I like the moment when a worried customer becomes relieved because you've solved their problem. I'm patient, I listen carefully and I like finding practical answers. I also enjoy that no two days are the same.

B1 answer

First I let the customer speak and I do not interrupt. Then I say sorry for the problem. I try to find a solution, and if I cannot, I ask my supervisor to help. At the end I check that the customer is satisfied.

B2 answer

I start by listening so the customer feels heard. Then I apologise for the situation, even if it is not my fault, and explain what I can do. If it is beyond my authority, I involve a supervisor. Afterwards, I follow up to confirm the problem is really solved.

B1 answer

A customer waited two weeks for his order. I checked the system and I found that the package was lost. I sent a new one for free. He wrote a good review.

B2 answer

A customer had been waiting two weeks for an order and was about to cancel. I tracked the package, found that it was lost, and sent a replacement with express delivery at no cost. He wrote a very positive review and ordered again the next month.

B1 answer

I am honest with the customer. I say, 'Let me check and get back to you.' Then I ask a colleague or look in the system. I call the customer back with the answer.

B2 answer

I'd rather be honest than guess. I tell the customer, 'Let me find out and get back to you,' give a time, and then do it. I ask a colleague or check the knowledge base, and I call back when I said I would.

B1 answer

When it is very busy, I take a deep breath and I focus on one customer at a time. I do not take problems personally. After a hard call, I take a short break.

B2 answer

I focus on one customer at a time and I remind myself that the frustration is about the problem, not about me. When a call is difficult, I take a slow breath before I answer. After a tough call I take two minutes to reset.

B1 answer

I help the most urgent customer first. I tell the others, 'I will be with you in a moment.' I stay polite to everyone. If I need help, I ask a colleague.

B2 answer

I prioritise by urgency, and I tell the others how long they will wait so they know they have not been forgotten. I keep notes so I do not lose track of conversations. If the queue is too long, I ask for help early.

B1 answer

A customer complained that I gave him wrong information. I checked and he was right. I called him, said sorry and gave him the correct information. Since then I double-check before I answer.

B2 answer

A customer complained that I'd given him the wrong refund policy. I checked, saw that he was right, called him to apologise and fixed it the same day. I also updated my notes, and now I always check the policy before I answer.

B1 answer

For me it means listening, being honest and solving the problem. A customer should feel respected, even when we cannot say yes. For example, I explain clearly why, and I offer another option.

B2 answer

To me it's making the customer feel heard and then actually solving the problem. When I can't give them what they asked for, I explain why and offer the next best option. People remember how you made them feel.

B1 answer

Yes. What training do new people get? And how do you measure good service in this team?

B2 answer

Yes, two. What does training look like for new team members? And which results matter most for this team, for example customer satisfaction or response time?