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Customer Service Interview Questions

Get ready to impress with these common Customer Service interview questions and learn how to answer them effectively.

Top interview questions to expect

1. Tell me about a time you had to deal with a difficult customer.
2. How do you handle stressful situations?
3. Describe a time you went above and beyond for a customer.
4. What is your experience with handling customer complaints?
5. How do you stay positive when working with challenging customers?
6. Tell me about a time you had to resolve a conflict with a customer.
7. How do you handle a high volume of customer inquiries?

Check the latest questions for this role:

Answering interview questions with STAR structure

The STAR method is a proven technique for answering behavioral interview questions. It stands for Situation, Task, Action, and Result. By structuring your answers using this framework, you can effectively communicate your skills and experiences to the interviewer.

* Situation: Briefly describe the situation or context in which the event occurred.
* Task: Explain the task you were responsible for or the problem you needed to solve.
* Action: Describe the specific actions you took to address the situation or complete the task.
* Result: Highlight the positive outcome or result of your actions.

By following the STAR method, you can provide clear and concise answers that demonstrate your abilities and suitability for the Customer Service Representative role.

Sample answers to above interview questions


1. Tell me about a time you had to deal with a difficult customer.

* Example Answer: “I once had a customer who was extremely frustrated because their order was delayed due to a shipping issue. They were very upset and raised their voice several times. I remained calm and listened to their concerns, acknowledging their frustration and apologizing for the inconvenience. I then checked the order status and explained the situation to them, providing them with an estimated delivery date. I also offered them a small discount as a gesture of goodwill. The customer was initially still upset, but after I explained the situation and offered a solution, they calmed down and were satisfied with the outcome.”

* Why this answer is strong: This answer uses the STAR method effectively. The situation is clearly defined, the task is to handle a frustrated customer, the action taken is to listen, empathize, explain, and offer a solution, and the result is a satisfied customer.

2. How do you handle stressful situations?

* Example Answer: “I find that staying calm and organized is key to handling stressful situations. I prioritize tasks, break down complex problems into smaller steps, and focus on finding solutions rather than dwelling on the stress. I also find that taking a few deep breaths and stepping away for a moment can help me regain my composure and approach the situation with a clear mind.”

* Why this answer is strong: This answer demonstrates the candidate’s ability to stay calm and focused under pressure. It also highlights their problem-solving skills and their ability to remain organized in stressful situations.

3. Describe a time you went above and beyond for a customer.

* Example Answer: “One time, a customer called in to complain about a product they had purchased. They were very upset and felt that the product was defective. I listened to their concerns and empathized with their frustration. I then offered to send them a replacement product immediately. I also went a step further and offered to personally follow up with them to ensure the replacement arrived on time and that they were satisfied with the resolution. The customer was very appreciative of my efforts and praised my willingness to go the extra mile.”

* Why this answer is strong: This answer demonstrates the candidate’s commitment to customer satisfaction and their willingness to go above and beyond to resolve issues. It also highlights their initiative and proactive approach to customer service.

4. What is your experience with handling customer complaints?

* Example Answer: “In my previous role, I was responsible for handling customer complaints via phone, email, and chat. I developed a strong understanding of our products and services, which helped me to quickly identify and resolve customer issues. I also learned how to effectively communicate with customers in a professional and empathetic manner, even when dealing with difficult situations. I am confident in my ability to de-escalate situations, find solutions, and ensure customer satisfaction.”

* Why this answer is strong: This answer demonstrates the candidate’s experience in handling customer complaints and their ability to effectively communicate with customers. It also highlights their understanding of company products and services.

5. How do you stay positive when working with challenging customers?

* Example Answer: “I believe that staying positive is essential in customer service. I try to focus on finding solutions and helping customers achieve a positive outcome. I also remind myself that most customers are just looking for a helpful and understanding representative. By staying calm and professional, I can build rapport with customers and create a more positive experience for them. Additionally, taking short breaks throughout the day to recharge and refocus can help me maintain a positive attitude.”

* Why this answer is strong: This answer demonstrates the candidate’s ability to maintain a positive attitude, even when dealing with challenging customers. It also highlights their focus on finding solutions and their understanding of customer needs.

6. Tell me about a time you had to resolve a conflict with a customer.

* Example Answer: “I once had a customer who was very angry because they had received the wrong order. They were demanding a refund and threatening to leave a negative review. I listened to their concerns and acknowledged their frustration. I then explained the situation, apologized for the error, and offered to send them the correct order immediately. I also offered them a discount on their next purchase as a gesture of apology. The customer was initially still angry, but after I explained the situation and offered a solution, they calmed down and were satisfied with the outcome.”

* Why this answer is strong: This answer demonstrates the candidate’s ability to resolve conflicts with customers. It highlights their communication skills, problem-solving skills, and their ability to de-escalate situations.

7. How do you handle a high volume of customer inquiries?

* Example Answer: “I am comfortable working in a fast-paced environment and handling a high volume of customer inquiries. I prioritize tasks based on urgency and importance, and I use time management techniques to ensure that all inquiries are addressed promptly. I also utilize available resources, such as knowledge bases and training materials, to quickly resolve customer issues. My goal is to provide efficient and effective customer service, even when dealing with a high volume of inquiries.”

* Why this answer is strong: This answer demonstrates the candidate’s ability to handle a high volume of customer inquiries. It highlights their time management skills, their ability to prioritize tasks, and their resourcefulness.

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