By Jenna Figaro, Career and Industry Specialist, ASU's Career and Professional Development Services
Are you interested in customer service roles but unsure of where to focus your attention while preparing? Customer Service is a unique field in business that is highly people-oriented. While you will want to prepare for the interview in many of the same ways you would for other industries, there are a few details within customer service that are important to pay attention to.
When considering the career competencies, oral communication, critical thinking/problem solving, and professionalism/work ethic will be high priority for customer service interviews. While working in customer service, your role is often to identify a problem and provide solutions. Be prepared to answer questions about building rapport with others, implementing solutions on the spot, and taking ownership of an issue.
Employers want to hire applicants who are also strong communicators and who are able to de-escalate situations with customers when needed. Reflect on your own experiences related to problem-solving and effective communication. Have you ever had to have a difficult conversation with a coworker or with a team member on a group project? How was it resolved? A customer service interview will likely ask you a few behavioral or situational questions with prompts such as “tell me about a time when…” or “what would you do if a customer called and…” Be prepared to speak to your expertise in problem-solving through previous experiences, but also consider common situations that could occur in the role to which you are applying.
Review some frequent interview questions and tips on how to answer them in these additional articles:
This article highlights the importance of communication skills, problem-solving skills, and passion for the role.
Review the general types of interview questions that may be asked: qualifications, customer service, the company, work schedule, behavioral, and situational.
This article discusses elements of good customer service and the “why” behind questions asked in customer service interviews.
You’ve completed your research, you’ve read the articles, you’ve practiced your STAR stories… now it’s time to practice! Conduct a mock interview focused on customer service via InterviewStream. To access the tailor-made interview, log into InterviewStream with your ASU credentials, select “Conduct An Interview” and click “Take Premade Interview.” Choose the interview called “Business – Customer Service” to practice answering 6 customer service-oriented questions.
Do you still have questions or need additional support to prepare? Schedule an appointment with us through Handshake!