Customer Support Specialist Interview Preparation Guide
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Customer Support Specialist Frequently Asked Questions in various Customer Support Specialist job interviews by interviewer. The set of questions are here to ensures that you offer a perfect answer posed to you. So get preparation for your new job interview

50 Customer Support Specialist Questions and Answers:

1 :: Tell me do You Understand Computers?

In most cases, working as a customer service representative will also mean opening customer accounts or placing orders on a computer. Most companies for which you will work have their own proprietary software, so you will receive on-the-job training for this. However, you should be familiar with the basics of computers so that you can successfully manipulate the various programs, enter data, notate the customer’s account with the actions taken on the call and much more. “I have worked with computers for many years and I am very familiar with them. I can assure you that I will learn any software quickly and effectively” is a solid answer for this question.

2 :: Explain me how do you measure – good customer service?

Good customer service can be measured on following basis,

☛ Number of repeat customers
☛ Number and type of customer complaints received
☛ Number of referrals given by current customers
☛ Sales figure if service is product based
☛ Customer satisfaction surveys
☛ Benchmarking service with competitors
☛ Rate at which number of customers enrolled to your service
☛ Number of returns

3 :: Explain me factors you need to take into consideration before doing a survey for customer service satisfaction?

Before doing survey for customer service satisfaction,

☛ First consider the objective of the survey
☛ Make your survey accessible online
☛ Keep open-ended questions and keep survey narrative
☛ Consider negative feedback equivalent to positive feedback it is equally important
☛ Select the survey method that can yield real information in real time
☛ Target putting questions that are relevant to service

4 :: Tell me while creating a customer newsletter what factors need to be taken care of?

While creating a customer newsletter, you need to include following –

☛ General information about your company
☛ Purpose of newsletter- Promotions, events, upcoming sales and new services/ products
☛ Any photos related to the content
☛ Any discount or coupons that may be included in your offer

5 :: Tell us how do you deal with the question you don’t know the answer that customer asked?

If you don’t know the answer to the questions

☛ Never say, “I don’t know”. Instead say “ Hold on while I look for the information”
☛ Tell customer it’s a technical information and requires a specialist, I’ll get back to you shortly with some possible solution
☛ You can also tell customer like this –
☛ It’s a timely question and requires some time to gather XYZ information
☛ As per the latest information what we suggest to you….
☛ I can answer that in part, but like to consider it further and get back to you
☛ Do anything else that seems proactive while putting them on hold or passing note to colleagues, you can also keep them engaging by asking questions

6 :: Tell me what would you do if you were presented a problem by a client that you didn’t know how to resolve?

In a previous client services role, I was asked a question relating to a loophole in our policy that I had no idea how to answer. I explained to the client that I was not exactly sure how that section of the policy worked in her specific case, and told her that I would check with my manager. I then contacted my team leader and explained the problem. He provided me with the correct solution, which I was then able to pass on to the client. I made sure to note where the answer could be found for quick reference in the future.

7 :: Explain me are you able to cope with stressful situations?

Yes. I tell myself to keep calm and to see things from a bigger perspective. On the other hand, I feel I work well under pressure because I like challenges and I tend to be the most focused in order to accomplished the goal.

8 :: Do you know what is the difference between RAM and ROM?

RAM stands for Random Access Memory.

It is used for the temporary storage of data that is being worked on. ROM is Read-Only Memory and is used for permanent storage of data that should never be changed, like BIOS for example.

9 :: Tell us what, in your opinion, is the most difficult aspect of being a manager or executive?

Identify one of the most difficult tasks as being the motivation of staff in trying circumstances.You can include planning and completing objectives on time and within budget.

10 :: Tell me how Do You Handle Irate Customers?

Handling an irate customer is difficult whether you are doing so in person or on the telephone. As a customer service representative, you are the person who will be required to resolve issues on the customer’s behalf. This means that you will likely speak with several angry or even irate customers every day. “I will listen clearly and carefully, reassure the customer that I can handle the issue at hand, and then use all of my knowledge and resources to find the best and fastest solution to the problem. I will relay the solution to the customer in a pleasant tone and follow up with that customer to ensure that the resolution was implemented as planned” is a very impressive answer.