Customer Support Executive Interview Preparation Guide
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Customer Support Executive based Frequently Asked Questions in various Customer Support Executive job interviews by interviewer. These professional questions are here to ensures that you offer a perfect answers posed to you. So get preparation for your new job hunting

61 Customer Support Executive Questions and Answers:

1 :: Explain me what makes for great customer service?

This question should give you a sense of how the candidate views their role. A great answer won’t just involve solving a problem or answering a question, but ensuring that the customer had as positive an interaction as possible.

2 :: Explain me have you tried our product or service? What problems did you encounter?

This might sound like a trick question, but it isn’t. A great candidate should feel comfortable talking about their experience using your product or service, and pointing out places where their experience could have been improved.

3 :: Tell us how would you deal with a difficult customer?

It is a common phenomenon for a customer service representative to encounter a customer that they consider to be difficult. This question will seek to find out how the interviewee would handle customers when pushed to the brink and subjected to pressure. Will they maintain their calm? What image of the business will they project? In order to answer these customer service interview questions effectively, the interviewee should clearly explain how they would listen to customer complains, handle a customer who is wrong and deal with a rude customer. Previous examples of how they handled such situations may be helpful.

4 :: Explain me a time when you dealt with a difficult customer. How did you handle the situation?

The most difficult customer I’ve ever seen was someone who came to the customer service counter at the office supply store where I worked. The customer was irate that we would not match a price even though the products were not the same. After I politely explained this to the customer, she began screaming personal insults at me. I kept a smile on my face, apologized for the inconvenience and suggested checking another store. The customer realized that I wasn’t reacting to her tirade and soon left.

5 :: Tell me why do you love customer service?

Relatively easy one to start off, but to be great at customer service, a person really has to love it. Otherwise, irate and impatient customers are going to grind on them, and they are going to burn out.

Ideally, when you ask a candidate this question, their should eyes’ light up and they’ll clearly demonstrate some passion in their answer. Hopefully, the reason is they give is they legitimately like helping people, and are thrilled to do it every day.

6 :: Tell us have you ever had conflict with your team leader or manager?

This can be your answer: No, my work ethic is strong, so there’s been no reason for conflict. However, at times I have had disagreements on how to resolve a particular problem for a customer, but I have always been able to talk it out and find a solution that my team leader has supported.

7 :: Tell us how do you handle a customer who starts yelling at you as soon as they pick up and find out that you are a telemarketer?

Not every customer is in the right mood for a sales call, and I understand that. Irate customers are part of the game, and I can easily calm them down with an apology; however, I will usually attempt to get a callback time so a valuable potential customer doesn’t lose out on the great benefits your products can give them.

8 :: If the company you worked for was doing something unethical or illegal, what would you do?

Report it to the leaders within the company. True leaders understand business ethics are important to the company's longevity

9 :: Your coworker highlights your mistakes in front of everyone, how do you handle the situation?

Admit to the mistake without being emotional, but then discuss how you are being proactive in getting it fixed. Lastly, pull the co-worker aside later on to tell them that you'd appreciate it if they gave you the feedback 1:1 first before throwing you under the bus.

10 :: Tell me about a time when you had to use your presentation skills to influence someone's opinion?

Example stories could be a class project, an internal meeting presentation, or a customer facing presentation.

11 :: Tell me what do you enjoy about customer service?

It’s important for customer service reps to be empathetic and people-oriented. Good answers might include “I like talking to people and finding out about their lives” or “I love the feeling of helping somebody solve a problem they’re having.”

12 :: Explain me what do you do when a customer points out a big, known issue with your product or service?

This question should give you a sense of the candidate’s ability to empathize with a customer. Good customer service reps should be able to apologize and acknowledge known problems while assuring customers that your team is working on a solution.

13 :: As you know this position requires functioning well within a team to resolve customer issues. Can you describe your experience working in a team environment and your teamwork skills?

I was part of two teams in college: the baseball team and the student government. Both experiences involved working closely with people who held very different viewpoints from mine. Those differences turned out to be valuable because opposing perspectives resulted in greater solutions than we would have otherwise found. The most important thing I have learned about teamwork is that in order for a team to reach its potential, everyone must contribute and be valued. On those college teams and in every job I’ve held, believing that everyone has something to bring to the table has resulted in better results and a better culture.

14 :: Explain me two examples of times when you’ve turned an angry customer into very happy customer?

This should be an easy question for a great customer service representative to answer. In fact, some candidates might wow you with their response, as they cite a time they personally delivered a particular product to someone or spent 45 minutes after their shift ended talking a customer through a problem.

15 :: Tell me what do you do if the dialer puts a Do Not Call number through to you by mistake?

As soon as I know that this is a DNC number, I will apologize at once to the customer for the error and assure them that their number will be immediately included in our internal DNC list. I will also make a note in the CRM application so even if the system error happens again the next agent won’t be forced to deal with an escalated problem. I will also report the problem to my team leader or manager as soon as I hang up.

16 :: Suppose if a customer came in and wanted to return an item they had obviously used extensively without a receipt, what would you do?

I would first consult the company policy on returns. Then, assuming it follows company policy, I would try to see if they have an account with the store so I could look up their past transactions. If I found their transaction in the system, I would refund them for the purchase.
I would search for the price of the item and offer to refund the customer with store credit.

18 :: The change in the business industry now requires you to have a new set of skills you have to learn, how do you react to that?

First, find out which skills are the ones that you're currently lacking. Then identify what the steps would be to acquire/build those skills. Then take action to do so.

19 :: Give me an example of a time when you were able to successfully communicate with another person even when that individual may not have personally liked you (or vice versa). How did you handle the situation? What obstacles or difficulties did you face? How did you deal with them?

First, the key is to state the differences in personality to give the interviewer some background. Second, you want to discuss how that was affecting the situation. Third, show how you were able to adapt to the way the person wanted to be communicated with to achieve your goals

20 :: Since this is a customer-facing role as you know, you will regularly face conflict. What are your strategies for handling conflict?

My first reaction to conflict is to try to understand the perspective of whomever the conflict involves. My rule of thumb is to first seek to understand, then seek to be understood. Not only does listening to the other person allow me to clearly determine the root of the problem, it also helps ease the tension so we can communicate more calmly and effectively.