If you are applying for a role that requires you to engage with external customers on a regular basis, then you can bet you will be asked questions about the way you manage these relationships. Customer Focus is a key competency for those who work in sales, marketing, advertising, retail and more.
If you are in any of these fields, you would have many examples of the way you have engaged with your customers.
Spend a few minutes listing as many examples as you can, then go through the specific behavioral interview questions below and decide which example is best for each question.
Nine Behavioral Interview Questions About Customer Service:
Before you click to see sample answers, see if you could answer these behavioral interview questions by yourself first.
1. What process do you use to check that you have the correct details from new customer? What do you do to build relationships with these new customers?
Sample answer to show an employer you research your customers.
2. Tell me about a time that you were unclear about a customer’s request. What steps did you take to clarify things?
Sample answer to show you are not afraid to ask questions and clarify facts.
3. Give me an example of a time when you have had to deal with an irate or angry customer? What did you do? How did the situation end up?
Sample answer to how you would deal with difficult customers.
4. Tell me about a time you have adopted a customer from one of your colleagues. What steps did you take to establish a relationship with them? What did you do to gain their trust?
Sample answer to show an interviewer you understand your customer.
5. Describe a time when a customer or client has changed the objective of a brief and/or project. How did you react? What steps did you take to meet their needs?
Sample answer to show how you would manage customers to keep changing their mind.
6. Give an example of a time you went over and above to make sure that a customer received the best possible service from you and your organization. What was their reaction?
Sample answer to show how you would go above and beyond to keep customers happy.
7. Can you think of a time where you have gone out on a limb to defend a customer? What happened?
Sample answer to show you can go out on a limb for customers.
8. Can you give me a specific example of a time when you were able to turn an unhappy, dissatisfied customer into a satisfied customer.
Sample answer to show how you can turn unhappy customers into happy ones.
9. Tell me about the most difficult internal or external customer you have had to deal with. What were they difficult? How did you handle it?
Sample answer to show you can manage difficult customers with ease.