Customer service interview questions and answers

Customer service interview questions and answers

In customer service interviews, recruiters usually ask and answer some questions. The following are the common interview questions and answers I have compiled. I hope I can give you some help and prepare the interview answers in advance.

Customer service interview questions and answers 1

No matter what job interview it is, many examiners prefer to let you introduce yourself first. At this time, in addition to simply stating your name, personality, graduate school and major, I think it is necessary to explain what skills you have mastered and what you can do for this position (so prepare before you and look at a job requirement of the position you want to interview).

Second, you will generally be asked to explain your previous work flow or what you are mainly responsible for. You can explain it briefly and generally.

Third, what skills do you think a customer service needs to master is the key, which can be explained from the following aspects:

1. Basic skills:

Be familiar with your own products-only by being familiar with your own heart can you give buyers exact guidance and effective suggestions. Don't wait for customers to ask, but you can't tell them. You should open the web page to check the information, which will also give customers a bad feeling and have no trust in your store.

Skilled computer operation-typing speed must keep up. At the peak of traffic, there may be ten or eight customers asking questions at the same time. If you can't reply in time, customers may go to other stores while waiting for your reply, which is likely to lose a large number of customers.

Clear Taobao rules-the rules of the game are very important, you should be familiar with the rules of your own shop.

Clarify the transaction process-understand the process with half the effort, but don't know that the process is bound to be in a hurry. Improve efficiency, starting from being familiar with the process;

2. Sublimate quality

Calm and organized-when you are calm, you won't panic. After all, customer service is a tedious job. Calm thinking and organized arrangement will solve the trouble. This is especially important for part-time customer service. Do both, the boss stands in front and does not change color; Knowledge can enrich your image in front of buyers. What you said is reasonable and meaningful, and buyers will trust your character more and more. And the easier it is for you to infect buyers. After all, shopping is impulsive, and the attraction of a good customer service should not be underestimated;

Humor and concern-humorous and interesting words will make the buyer in a good mood. Of course, you can't make those tacky and boring jokes. It is enough to make your words live timely and moderately; Caring is also important. Good words make three winters warm. Greet buyers who care about you. It is best to understand the buyer's purchasing psychology.

After-sales service-payment by the buyer does not mean that the transaction has been completed. In fact, whether the after-sales service is done well directly affects the reputation of customers for you and the company's products. At this time, we need to keep abreast of the logistics situation. If you find something wrong, you should call the courier company in time to find out the reason. We shouldn't let customers find the problems themselves, so they want to solve the problems when they invest and dismantle them. Follow up the logistics information in time, and customers will further trust you and the company's products.

Fourth, interviewers usually ask, what do you think is the most difficult problem to deal with during your customer service? At this time, we should explain it according to our own specific situation.

Fifth, some interviewers will ask you what you think is your greatest achievement. This should also be analyzed in detail. As for myself, I think my most successful achievement is not that I won the first performance, but that I have never met a bad review. All my customers recognize me and our company's products. I have many old customers, and my old customers will bring me customers. This is what I think is the most successful. At the same time, I am proud that when I brought a new employee, a girl just graduated from our company for an internship. I only took her for two days. For various reasons, she didn't come to our company to continue her work. Later, she chatted with me on Q. She called me a master. I was a little surprised at the time. I only took her for two days. She was very polite. She said that she learned a kind of tolerance from me, which was her greatest achievement.

Therefore, I feel that I have a good personality and good temper, and I will be found and appreciated by some people. I also hope that all people can live in harmony. Let's stop here. I hope my little experience can bring some help to more people.

Customer service interview q&a 2

1, as Taobao customer service, how do you deal with the problem of after-sales return?

Answer to the interview question: If it is for personal reasons, you can only apply for a seven-day return without reason, which will not affect our store. If you apply for other reasons, you need to look at the chat record. Why do you want to apply for this refund? If it doesn't conform to the actual situation, you need to refuse. If the price is not correct, you need to refuse it!

2. What do you think is the most important thing for a qualified Taobao customer service?

Answer to interview question: Taobao insists on doing business every day. Don't complain and don't be impatient. Good customer service and down-to-earth attitude. Have confidence. At the same time, I think "it's not your fault that business is bad, it's your idleness."

3. In the usual Taobao customer service work, what are you doing if there is no 1.2.3.4 task for the time being? If we don't have bad reviews here and don't have to go to the warehouse to help pack, what do you think we can do?

(Among them, 1.2.3.4 is an example of customer service pre-sales consultation, after-sales treatment of medium and bad reviews, and warehouse-assisted packaging. So what do you think you should do if you have no tasks to do for the time being? )

Answer to the interview question: I suggest that you talk about how to create benefits for the company from the perspective of meeting the company's development needs, such as helping to promote Taobao stores for free.

4. What was your salary during the probation period in your last company? What is the official company? How long did it take from trial to official release?

Answer to the interview question: There is a trap here. It is suggested that the salary during the probation period should not be too low, otherwise your salary in the new company will be similar to before. But be realistic and don't talk too high. Because high salary is directly proportional to your customer service ability.

5. How many ways do you think there are for free promotion? Enumeration 1.2.3.4

6. The 1.2.3.4 listed above is what you said. If you are officially hired, do you think you can stick to it?

7. List one or two of the most difficult customer or after-sales problems you have encountered, and tell me how you solved them?

These are all questions that may be mentioned in Taobao customer service interview. As a Taobao customer service, dealing with problems in daily work requires certain skills to get twice the result with half the effort.

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