Why Do Customer Service Job Interviews Include Real Customer Questions?

Customer service job interviews often include questions posed by real customers on products and services that the candidate may not have been prepared for. This can be seen as a test to gauge how you would handle situations where you have to think on your feet, especially when dealing with unexpected and sometimes absurd inquiries from customers.

Real-life Insights from a Customer Service Representative

As someone who has worked in multiple call centers over the years, I can offer some valuable insights. In my final stint, I recall a particular training session where I asked about our ‘stats’ — the performance metrics that track how well we handle calls and customer satisfaction. The trainer responded that they didn’t do such things, while I knew that Customer Service Representatives are indeed judged on several metrics, including the number of calls answered and customer callbacks due to misunderstandings.

The Importance of Problem-Solving and Resourcefulness

Customer service positions require the ability to think on your feet, as you will inevitably encounter unexpected and bizarre questions and complaints. Interviewers use these scenarios to evaluate your problem-solving skills and your ability to maintain professionalism and calm under pressure. They want to see how you handle such situations, whether you can provide truthful answers or if you can direct the conversation to a more constructive path.

Approaching the Magic Answer

The key to success in customer service, at least in an interview setting, is to have the so-called 'magic answer.' This answer is typically: 'I’m not sure, but I will get someone who does know.' It demonstrates your willingness to help and commitment to providing the best service possible, even when you don’t have all the answers. Managers and assistant managers can then take over and provide the necessary information, ensuring that the customer remains satisfied.

On the other hand, answering with 'I don’t know' or 'go ask someone else' can leave a negative impression. While it might be tempting to deflect such inquiries, it’s more beneficial to acknowledge the issue and promise to find a solution or guide the customer to the right person. This approach shows that you are dedicated to customer satisfaction and are not afraid to seek assistance when needed.

Conclusion

Customer service job interviews, especially those involving real customer questions, are designed to test your ability to handle unexpected challenges. By thinking proactively and professionally, you can demonstrate your value as a candidate and stand out in the job market. Remember, the interview is not just about answering questions; it's about showcasing how you approach problems and deliver exceptional customer service.