Your challenge in a customer service job interview is to showcase your abilities to create a positive atmosphere for clients. While the interview will closely resemble a standard interview, the goal of the interviewer is to gain an understanding of how you will respond to to a variety of situations. You can expect to get a high dose of behavioural and situational questions aimed at gauging your customer service abilities.
Questions and Situations to Expect
When working in customer service, it's important to analyse data quickly and provide sensible resolutions. The interviewer will try to extract this information through questions like this:
Tell me about a time in which you were inundated with information when resolving a problem. Help me understand the steps you took.
Walk me through a scenario when you were confronted with a situation others found difficult, but you were able to resolve in a relatively simple manner.
Share with me a time in which you had to deal with an upset customer who was extremely difficult to help. What did you do and why?
These open-ended questions give you a platform to thoughtfully explain specific examples of critical thinking. When you are being considered for a job in customer service, it is important that the interviewer have a firm grasp of how you think.
The interviewer also considers your demeanour and mannerisms. This is important because your body language often can tell a different story than what you are saying. According to Best-Job-Interview.com (see References), non-verbal communication accounts for over 90 per cent of the message you are sending in an interview.
Posture is important. Walk tall and sit up straight to create the perception you are confident in what you are saying.
Mirroring is the act of subtly imitating the person you are speaking with. When this is done naturally, it conveys a high level of intuitiveness and understanding. It makes the person speaking feel as though you are listening intently.
Be calm. Don't fidget with your hands, pick your nails, look at your watch, shuffle your feet or tap your leg. These are all messages of nervousness and being uncomfortable.
Look the interviewer in the eyes. Darting eyes and looking down demonstrate low self-confidence. Eye contact is good in waves of 10 to 15 second intervals.
Likeability and Approachability
Smiling is a great way to quickly establish yourself as approachable. Demonstrate your desire to listen first before you respond. If you are confused about a question, be willing to ask again to ensure that you understand.
Relate to the other person. If she tells a story or gives a tip, let her know that you understand it or appreciate it. This shows a willingness to learn.