Customer Service

• Can you describe a time when you went out of your way to please a customer?
• Can you describe the steps you take to develop a relationship with a customer?
• Can you give an example of how you handled alerting a customer when your product/service caused a major problem?
• Can you give me an example of a situation where there were major problems with your product/service and you needed to respond without having all the answers yet?
• Can you tell me about a situation with a customer when there wasn’t a clear policy to use and you needed to make a judgment call? How did you approach your decision, and what happened?
• Can you tell me about a time that you were unsure about a customer’s request, and the strategy you used to find clarification?
• Can you tell me about a time you convinced a customer to stay with the business? What steps did you take?
• Describe a time when it was especially important to make a good impression on a client. How did you go about doing so?
• Describe a time when you had to interact with a difficult client. What was the situation, and how did you handle it?
• Give me an example of a time when you did not meet a client’s expectation. What happened, and how did you attempt to rectify the situation?
• Have you ever defended a customer? Why? How did your co-workers or boss react?
• In your past work, have you ever received negative feedback from a customer? What did you do with that feedback?
• Tell me about a time when a customer was reporting a technical issue that you didn’t know the answer to. What was your approach, and how did it end up?
• Was there ever a time when a co-worker’s customer was passed off to you? How did you let the customer know? How did you build relationship and trust with them?
• When you’re working with a large number of customers, it’s tricky to deliver excellent service to them all. How do you go about prioritizing your customers’ needs?