Customer Service Interview Questions

1. Customer Service departments:

A. Are the afterthought that cleans up messes other departments cause

B. Build customer loyalty

C. Are leaders in understanding customer behavior patterns and market research

D.

Correct Answer is : Are leaders in understanding customer behavior patterns and market research

2. Customers who complain:

A. Had unhappy childhoods

B. Are genetically predisposed to be sourpusses

C. Have trouble in their primary relationships

D. Are doing you a service in identifying what isn’t working in your business or organizatio

Correct Answer is : Are doing you a service in identifying what isn’t working in your business or organizatio

3. Customer Service Culture is

A. A new form of yogurt where the lid removes itself for you

B. Behavior being analyzed in a Petrie dish for contagio

C. A mythical civilization in which everyone smiles and welcomes you when they meet

D. An environment where customer service permeates the thinking of the entire company.

Correct Answer is : An environment where customer service permeates the thinking of the entire company.

4. For a company to be considered service-oriented:

A. It must mention customer service in its mission statement.

B. At least 18.3% of its employees must work in the customer service department

C. Its managers must at one time have been CSRs

D. Customer service must be addressed by all departments

Correct Answer is : Customer service must be addressed by all departments

5. Customers who complain want . . .

A. Something for nothing

B. To be heard and have their experience validated

C. To vent for the sport of it

D. To be made majority shareholders in the company

Correct Answer is : To be heard and have their experience validated

6. A person approaches you and tells you of many complaints he has about your department. You should first:

A. Assume that his is just blowing off steam and ignore his complaints.

B. Check into the legitimacy of the complaints.

C. Ask for advice from your supervisor on the best way to handle the person.

D. Regard the complaints as accurate and take immediate steps to correct them.

Correct Answer is : Check into the legitimacy of the complaints.

7. Assume that you are taking a telephone message for a co-worker who is not in the office at the time. Of the following, the LEAST important item to write on the message is the

A. Length of the call.

B. Name of the caller

C. Time of the call

D. Telephone number of the caller

Correct Answer is : Length of the call.

8. A customer has come into your office and submitted an application. When you give her some more forms to complete, she complains about all the bureaucratic red tape that is slowing down approval of her application. In which of the following ways should you respond to the customer?

A. Simply be patient with her.

B. Tell her the reasons why your office needs the information.

C. Suggest that she can contact her state legislators if she wants to change the law.

D. Say that you cannot process her application until all the forms have been completed.

Correct Answer is : Tell her the reasons why your office needs the information.

9. You overhear your boss giving a client the name of a person to contact for some information. You know this person is no longer the one to reach for this information. The client is still in the office. What, if anything, should you do?

A. Do not get involved in the situation.

B. Quickly take your boss aside and provide the correct name.

C. Wait until the client leaves, and then provide your boss with the correct name.

D. Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information.

Correct Answer is : Give the individual the correct name, and explain that your boss was not aware of a different person being responsible to provide the information.

10. A person is telling you a story, but taking forever to get to the point. What do you do?

A. I let him/her finish the story, without interrupting

B. I let him/her finish the story without interrupting, but can't help glancing at my watch

C. I ask him/her to get to the point of the story

D. I interrupt by asking, "Does this story have a point?"

Correct Answer is : I let him/her finish the story, without interrupting

Customer Service interview questions