Customer Service Interview Questions 1.1
Authored by Dejean Thompson
Business
Professional Development
Used 10+ times
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21 questions
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1.
OPEN ENDED QUESTION
3 mins • 1 pt
A customer messages:
“Good morning. You told me my phone may be ready today. Is it ready? I need to know now because I am arranging transport.”
You check the system and see:
“Board repair in progress. Awaiting final testing.”
There is no note saying it is ready.
Write the exact reply you would send.
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2.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Your manager asks you to call three customers.
Customer 1 does not answer.
Customer 2 asks a technical question you cannot answer.
Customer 3 says they will come tomorrow to pay the balance.
Which task is actually complete?
All three, because you contacted or attempted to contact each customer.
Customer 1 and 3 only.
None are complete until the missed call, technical question, and payment promise are properly documented and followed up.
Customer 3 only because they gave a clear answer
Customer 2 only needs to be passed to the technician.
3.
OPEN ENDED QUESTION
3 mins • 1 pt
What’s more important: solving the customer’s problem quickly or making sure they feel heard? Why?
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4.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
It is a busy day. Which of these is the most dangerous thing to leave for later?
A customer call note saying they promised to pay tomorrow.
A slightly untidy chair in the waiting area.
A personal message on your phone.
A customer asking for a general price estimate.
A box that needs to be moved to storage.
5.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
Which one would you need the most support with during your first two weeks?
Learning the repair terms.
Remembering to update the system every time
Managing multiple customers at once.
Taking initiative when no one gives instructions.
Staying calm with difficult customers.
6.
MULTIPLE CHOICE QUESTION
30 sec • 1 pt
A customer speaks rudely to you. Two minutes later, another customer walks in politely. Which answer is closest to what should happen?
I would serve them, but I may be quieter because I am upset.
I would ask for a few minutes to calm down before helping anyone else.
I would reset my tone and treat the new customer as a separate interaction.
I would explain to the new customer that the previous customer was rude.
I would ask another staff member to deal with them.
7.
OPEN ENDED QUESTION
3 mins • 1 pt
A customer is wrong but very upset. How do you correct them without embarrassing them?
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