Yes, behavioral interview questions are notoriously difficult — especially in interviews for customer-facing roles.
But think about it this way:
Interviews are an opportunity for potential employers to understand how you interact with others, solve problems, and handle the pressures of the job. This is crucial in customer service roles, where your behavior will directly influence customer satisfaction and loyalty.
So, while tricky, behavioral interview questions for customer service are a great opportunity for you to show just *how* hirable you are (and what you can deliver for the business).
This guide will:
- Teach you how to answer customer service behavioral interview questions.
- Give you pitch-perfect answer examples you can steal and use in your next interview.
- Throw in some extra insider tips for how to ace your customer service interview.
And if you just want a quick summary, here it is.
How to answer behavioral questions for customer service jobs:
- Understand the purpose of the question. Recognize that behavioral questions assess how you’ll act in future situations.
- Know what questions to expect. Common behavioral questions for customer service include “Describe a time when you dealt with an upset customer” or “Give an example of when you went above and beyond to serve a customer.”
- Use the STAR Method. Answer using the Situation–Task–Action–Result formula.
- Showcase your skills. Highlight core customer service skills such as problem-solving and empathy.
- Present positive outcomes. Demonstrate beneficial results from your actions whenever possible.
- Be professional. Maintain a calm demeanor and respond concisely and positively.
- Practice. Rehearse responses to common questions to ensure confidence — in front of the mirror, with friends, or using a mock interview tool.
Want a deeper dive into other common types of interview questions for CS pros? See this guide: Customer Service Interview Questions and Answers
Targeting a managerial role? Switch over to: Customer Service Manager Interview Questions and Answers
Common Behavioral Job Interview Questions for Customer Service Roles
You’re a high-priority, high-risk hire. There, I said it. You’ll need to prove you know your stuff so that the interviewer is fully comfortable with the idea of hiring you — and confident in your skills.
With this mindset, let’s review some of the most common behavioral questions a customer service representative should expect.
Customer service interview questions about problem-solving
Can you share an instance when you went beyond your job responsibilities to solve a customer issue?
Sample answer (eCommerce)
In my tenure at Acme Electronics, one experience stands out. We had an elderly customer who had ordered a smartphone to stay connected with her family, but was completely unsure how to use it once she received it. She called customer service anxious and frustrated, about to return the product.
While our ordinary protocol for these situations was to refer the customer to the manufacturer’s tech support, I felt that it may make the situation more complex for her. She specifically said she felt overwhelmed, and it was evident that she needed a more personal, patient approach.
So, I dedicated time after my work hours to research and create a simple, step-by-step user guide customized to her phone model. This guide used the simplest terms possible. The next day, I called her and guided her through the entire process, making sure to patiently explain each new term or step. By the end of our call, the customer was able to use the basic functions of her phone, including video calls!
I deeply believe that, while resolving complaints and handling inquiries are part of the job, empathy and a proactive solution-oriented approach can sometimes make all the difference in customers’ lives.
Describe a time when you resolved a complex problem for a customer
Sample answer (B2C SaaS)
At Lusha, one of our long-standing clients experienced issues using several features of our product after an update. Even though we released detailed user guides with each update, this client was struggling to come to grips with the changes.
Rather than just redirecting them to the user guides, I walked them through each issue step-by-step over a screen sharing session. This took more time than normally planned for an individual customer, but I knew it was important to ensure the client was comfortable and regain their confidence in using our product.
I later arranged additional follow-up sessions to tackle any other concerns in real-time. At the end of the day, we not only solved their current problems, but also strengthened our relationship.
Pro Tip: According to a 2017 study, the most critical factors for how customers perceive your service are: responsiveness, reliability, and efficiency. In your answers to behavioral questions, highlight your quick response time, the steps you took to maintain a good relationship with your customer, and always showcase the end result.
Can you relate a situation where you proactively identified a potential issue and took steps to prevent it?
Sample answer (universal customer service)
Absolutely. During a routine review of customer feedback at my previous job, I noticed recurring comments about difficulties navigating our website. Realizing the potential impact on customer satisfaction before any direct complaints were made, I compiled these comments, presented the issue to our management, and worked with the tech team to improve the website navigation.
As a result, we implemented an intuitive navigation system and an effective FAQ section, which led to improved customer satisfaction rates and 24% less overall complaints.
For more interview questions about problem-solving, see: Problem-Solving Interview Questions and Answers
Got an interview coming soon and need some extra resources to prepare? Grab our free course. It’s helped hundreds of jobseekers land an offer they didn’t even believe was within their reach!
Customer service interview questions about how you handle feedback
Tell us about a time when you received harsh criticism from a customer. How did you handle it?
Sample answer (retail)
In my earlier role, I had a situation where a customer was understandably upset because a limited edition product they’d specifically ordered was sold out due to inventory oversight.
When the customer raised this issue, their tone was harsh, and they criticized the store management. I understood their frustration, so I allowed them to express their discontent fully.
I then apologized sincerely and acknowledged our mistake. Not only that, but I also offered to special-order the item at no additional cost and expedite the shipping. Finally, I proposed a discount for their next purchase.
This experience emphasized the importance of remaining calm and patient with customers, even amidst criticism, offering solutions promptly, and owning up to our mistakes. Being able to turn a difficult situation into a positive outcome was a rewarding experience.
Pro Tip: Any question you get about dealing with complaints or criticism is one of the most important behavioral questions you might get as a customer service pro. Complaint handling is crucial for customer satisfaction. Multiple studies suggest that how effectively a company addresses customer complaints can greatly impact the overall satisfaction levels — and you can be sure your interviewers know about that.
Share an experience where you used feedback to improve your customer service skills.
Sample answer (governmental or federal institution)
Sure, I have a fitting example from my time working for the US Social Security Administration. Early in my role, I received feedback from a superior based on a customer complaint that I was providing accurate, but overly complex responses. The customer found my explanations difficult to follow, which only led to further frustration.
Taking the feedback to heart, I enrolled in an internally-provided communication course focused on conveying complex information in a simple, straightforward manner. I learned a few great strategies to break down complex procedures into smaller, easily digestible segments. My favorite one was called “chunking” — the idea is to divide a larger concept into components called “chunks,” and to make each component easy to understand independently before linking them together. I actually feel this has been one of the most valuable life skills, not just professional skills, that I ever learned.
I continuously applied this feedback and this strategy to real interactions, adjusting my communication style to ensure customers found my responses helpful and clear. Upon reassessing my performance after a few months, my superior commended me for significantly improving my communication skills.
Pro Tip: According to recent research, two aspects of customer experience are key to any client: convenience and ease of navigation. Make life easier for your customers, and your key metrics will skyrocket.
Questions about teamwork and conflict resolution
Describe a situation where you had a conflict with a team member, and how you resolved it to serve a customer better.
Sample answer (B2B SaaS)
In my previous role at Acme Corp, there was a situation where one of the technical support team members and I had different views regarding the urgency of a client’s issue.
The client was having difficulty integrating one of our solutions into their system, which was affecting their business operations. I felt that it needed immediate addressing, but the team member suggested following the established ticketing queue sequence.
I first listened to my colleague’s point of view. While I understood the importance of following a systematic process to avoid chaos in deliveries, I also felt I had to explain the client’s critical situation.
After a constructive discussion, we agreed to prioritize urgent tickets that significantly impacted our client’s day-to-day operations. This instance led to the introduction of a “priority flag” in our ticketing process for similar situations in the future.
Interested in a more detailed explanation of how to handle conflict-related job interview questions? Head here: “How do You Handle Conflict?” and Other Similar Interview Questions
Share an experience when you contributed to a team effort to significantly improve a customer’s experience.
Sample answer (hospitality)
In a previous role at a boutique hotel, we noticed that several guest reviews and feedback forms mentioned a lack of diverse, healthy options at breakfast. As part of the customer service team, it was crucial for us to address this issue.
I suggested we have a series of brainstorming sessions to find novel approaches to revamp our breakfast offering. Our team, along with the head chef, worked collaboratively to come up with a new, healthier, and diverse menu.
We introduced this change and made sure to get feedback from new and return guests to gauge the improvement. The revised menu was met with overwhelming positivity.
Questions about how you handle stress and high-pressure situations
Give an example of how you’ve handled a high-stress situation with a customer.
Sample answer (Fast Moving Consumer Goods sector, managerial role)
We once had a situation where a significant wholesale shipment intended for a major customer was delayed due to unexpected logistical issues from our end. Our customer, who relied heavily on our products for their retail operations, was understandably furious as the delay was impacting their business.
I’ll be honest, I was on the verge of panicking, so I knew the most important thing was to act in a purely solution-focused manner. I assured the customer that we understood the severity of the problem, apologized sincerely, and promised to find a fix to the situation as quickly as possible.
Next, I connected with our logistics team to understand the situation better. We ultimately decided to split the shipment, sending a smaller batch of the most critical products via express delivery while the rest followed on regular schedule. I personally oversaw the process to ensure there were no further hiccups.
I communicated the solution to the customer promptly and followed up every step of the way until they received all batches. They appreciated the swift action and communication, which helped de-escalate the situation and preserve our business relationship.
Tell us about a time when you had to juggle multiple customers or tasks at once.
Sample answer (live chat operator)
As you can imagine, as a live chat operator, juggling multiple chats and tasks simultaneously is pretty common. One particularly busy day, we had a limited-time promotional event which increased the volume of customer inquiries significantly. I was managing several live chat threads at once, each with its own unique query and customer request.
I prioritized inquiries based on their complexity and urgency, using canned responses for common, simpler inquiries to save time — unfortunately, due to the highly personalized nature of the business, automation could only go so far. For complex issues, I assured customers that their queries were being processed and provided them with an estimated waiting time.
In-between, I also monitored the back-end systems to keep track of real-time inventory and promotional details to accurately inform customers. It was a challenging day, but by employing multitasking strategies and effective time management, we had minimal hiccups.
Questions about how you navigate difficult customer interactions
Detail a time you turned a negative customer interaction into a positive experience.
Sample answer (telecommunications)
We had a customer who was very upset because their service was intermittent for a few days, impacting their personal and professional tasks. When they connected with me, they were fuming, and I couldn’t blame them. I listened carefully and sympathized with their situation. I honestly acknowledged the issue and apologized for the inconvenience it had caused.
To alleviate the situation, I first worked with our technical team to prioritize the resolution of the issue. Within a few hours, we were able to stabilize the service. To ensure the customer wouldn’t experience the same issue in the future, I arranged a complimentary upgrade to a more reliable package for the next six months. I also credited back the fee for the days they had faced trouble.
When I informed the customer of the steps we had taken, they appreciated the prompt corrective actions and how we handled the situation. This turned their initial negative experience into a positive one, and they complimented our customer service.
Pro Tip: What’s particularly great about this answer is the mention of a complimentary upgrade. According to this 2018 research paper, customers are more likely to be satisfied with their experience if they perceive that they’re getting a good value for their money — especially after having complained about some issues with your offering.
Can you share an instance where you dealt with an extremely dissatisfied customer but ended up making them happy?
Sample answer (entry-level candidate with limited experience)
Oh, a have a great example from my part-time job in a local café during college. One weekend, a customer came in who was very upset because we had run out of her favorite pastry. It seemed trivial, but she told me she had made a special trip to our café, just to get that pastry!
I apologized, and immediately suggested alternative pastries that were similar to her favorite. I offered a taste sample to help her decide.
Going a step further, and knowing that she was a regular customer who particularly enjoyed that specific pastry, I spoke to our bakery chef and arranged for her favorite pastry to be specially baked for her the following day. I promised to keep a few reserved for her.
I asked for her contact details and personally called her the next day to inform her that her favorite pastries were available and waiting. She was grateful for the additional effort, and she left us a glowing review on Google!
Behavioral interview questions are just one type of the standard interview questions, you should expect. Prepare for other interview “classics” with our dedicated guides:
- Tell Me About Yourself: Sample Answers
- Where Do You See Yourself in 5 Years?
- Why Did You Leave Your Last Job?
- What Are Your Strengths?
- What Is Your Greatest Weakness?
- Why Should We Hire You?
- What Are Your Salary Expectations?
- Why Do You Want to Work Here?
If prepping for a video interview, learn what to expect from this guide: Video Interviewing Tips & Tricks
Understanding Behavioral Job Interview Questions for Customer Service Roles
Behavioral interview questions require you to recall and detail specific instances from your past. Usually, from your previous roles or volunteer experiences. (But sometimes also from everyday life situations!)
Why do behavioral job interview questions matter so much for customer service roles?
These questions function on the logic that past behavior predicts future behavior. Essentially, your responses provide the interviewer with a snapshot of what kind of attitude and decision-making you might bring to their organization.
For customer service roles, your behavior can significantly impact customer satisfaction and the company’s brand image. These two, in turn, directly influence the business performance.
With behavioral questions, employers can gauge your problem-solving skills, your ability to work within a team, your handle on high-pressure situations, and your mastery of communication.
Good answers will not only tell interviewers you can deliver exceptional customer service. They’ll show and prove it.
How to Prepare for Behavioral Job Interview Questions
Knowing, understanding, and anticipating the behavioral interview questions is the first step — crafting thoughtful and articulate responses is the next. Here are some tips to efficiently prepare for behavioral job interview questions.
1. Identify potential questions and prepare responses.
Understand the core skills required for the job and think about situations that highlight these skills. Use the questions we’ve provided in the previous section for practice, and brainstorm potential scenarios you could use to answer them.
And here’s something to make life easier —
Sure, you won’t be able to predict all the questions they’ll ask you. But it’s enough if you recall a real-life story from your professional life that has to do with each of these question categories:
- Questions about problem-solving.
- Questions about how you handle feedback and criticism.
- Questions about teamwork and conflict resolution.
- Questions about how you handle stress and high-pressure.
- Questions about how you deal with difficult customers.
Come prepared with responses to these, and you’ll surely ace that interview.
2. Learn to use the STAR formula.
The most compelling behavioral answers often follow a narrative format. Describe the context, the challenge, the action you took, and the ultimate result of your actions. This method is called the STAR format: Situation, Task, Action, Result.
This helps the interviewer follow your thought process and lets them see your actions play out in a real-life situation.
More about the STAR method here:
3. Think about how to highlight your customer service skills set.
Every response should tie back to the customer service skills you developed over the course of your career. Focus on your interpersonal skills, problem-solving abilities, patience, and empathy.
Give tangible examples wherever possible — such as the extra step you took to appease a disgruntled customer, or an innovative solution you came up with to solve a customer-related issue.
How to Ace Behavioral Job Interview Questions for Customer Service Roles
Simply preparing for the interview may not be enough; you’ll need to ensure your answers land well.
We gave you basic step-by-step instructions at the beginning of the piece, here, we’ll break those down further.
1. Understand the purpose of the question.
Interviewers throw these behavioral questions your way, so they can figure out what you might do in future job scenarios, based on your past behavior. Think of it as their secret crystal ball. They are less interested in how great that past experience was, and more in how that reflects on your future actions in their company.
2. Know what questions to expect.
In case you missed our exhaustive list before, here’s a recap.
The most common behavioral interview questions for customer service include:
- Can you share an instance when you went beyond your job responsibilities to solve a customer issue?
- Describe a time when you resolved a complex problem for a customer
- Can you relate a situation where you proactively identified a potential issue and took steps to prevent it?
- Tell us about a time when you received harsh criticism from a customer. How did you handle it?
- Share an experience where you used feedback to improve your customer service skills.
- Describe a situation where you had a conflict with a team member, and how you resolved it to serve a customer better.
- Share an experience when you contributed to a team effort to significantly improve a customer’s experience.
- Give an example of how you’ve handled a high-stress situation with a customer.
- Tell us about a time when you had to juggle multiple customers or tasks at once.
- Detail a time you turned a negative customer interaction into a positive experience.
- Can you share an instance where you dealt with an extremely dissatisfied customer but ended up making them happy?
If you’ve got these scenarios prepped and ready to go, you’ll be less likely to get thrown off guard.
3. Tell a story with the STAR method.
This is your best friend for nailing your answer. The STAR method stands for Situation, Task, Action, and Result. It’s all about setting the scene (Situation), explaining what you had to do (Task), what you did (Action), and the awesome outcome (Result). It’s a great way to lay out your experiences in an easy-to-understand story.
4. Showcase your skills.
Highlight the skills that really matter in customer service — like empathy, communication, and problem-solving. Show tangible examples of when you applied these skills, so your interviewer can see you’ve got what it takes.
5. Present positive outcomes.
This is your chance to brag a little! Talk about how the actions you took led to a good outcome such as creating a happy customer, boosting sales, reducing wait time, or even diffusing a tense situation.
6. Be professional.
Even though it’s important to be relaxed and genuine, remember to keep your cool. Your responses should be positive and demonstrate that you can maintain a professional demeanor, a critical aspect in any customer service role.
7. Practice.
Whichever way works best for you — rehearsing in front of a mirror, doing a mock interview with a friend, or using a mock interview tool — practice your responses until you’re comfortable. Remember, the goal isn’t to memorize the answers, but to feel confident in talking about your skills and experiences. So be yourself, and let your customer service abilities shine!
Mistakes to Avoid When Answering Customer Service Behavioral Interview Questions
Here are a few pitfalls to avoid when answering behavioral job questions in a customer service interview.
1. Don’t be a riddle wrapped in a mystery.
You know how frustrating it is when customers can’t give you the full picture? The same goes for your answers in an interview. “Yes” or “No” won’t give the interviewer the full scoop. So, indulge a little — unfurl the whole story about what you did and how it turned out.
2. Ditch the doom and gloom.
We all have those work stories that make us roll our eyes or get a little heated. But this isn’t the time to use those as examples. Instead, pick the stories where you turned lemons into lemonade. That’ll show ’em that you’re a glass-half-full kind of person.
3. Don’t go off-topic.
You might have a hilarious story about that one time at band camp, but if it’s not related to customer service, save it for another time. Your examples should show clearly that you’ve got just the skills they’re looking for.
4. It’s about you, not your coworker Vinny.
Of course, you need to set the scene, but if you start talking about everyone else and drowning interviewers in context, your own role might get a bit lost. Don’t be shy, this is your time to shine! Show them what you did and how it made a difference.
5. Don’t skip practice, for real, though.
Yes, we covered that before, but here’s a reminder. I know, it’s oh-so-tempting to just skim through the typical questions and tell yourself, “I got this.” But, just like dealing with that one tough customer, it can all go differently when you’re in the heat of the moment. So practice out loud. It’s the best way to make sure you’re ready to roll when it’s go-time!
Afraid you might forget about some other typical interview mistake? Learn what else to avoid from this guide: The Most Common Interview Mistakes and How to Dodge Them
Summary of the Main Points
- Behavioral interview questions are tough, but for customer service pros like yourself, they’re a perfect opportunity to prove your qualifications.
- In your answers, relate to real situations, ideally one from your professional life. If you have close to no customer service experience, it’s okay to reference a story from outside of work.
- When answering customer service behavioral questions, always provide context, specify what actions you took, and highlight the results you achieved.
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Need a hand? There are 3 ways we can help you:
- Tired of interviewing and not landing the job? Discover actionable lessons and interview practice here (Rated with 4.9/5 by 1,000,000 users).
- Need help with your resume? Check out Customer Service Resume (Examples and Writing Guide).
- Read about 20+ Illegal Interview Questions and How to Handle Them.
FAQ
Why are behavioral questions so common in customer service interviews?
Behavioral questions are popular because they offer insights into how you’ve handled real-life situations and predict how you’d handle similar situations in the future. This insight is particularly crucial for customer service roles, which often involve dealing with challenging scenarios and complicated client dynamics.
Will they ask me some general questions too?
Absolutely. Typically, an interview will have a mix of general, technical, and behavioral questions. General questions might include things like “Why do you want to work here?” or “What are your strengths and weaknesses?”
What if I don’t have a specific example to refer to when answering a CS behavioral question?
Don’t panic. If you can’t recall a specific customer service experience, draw from other experiences in which you interacted with others, resolved a conflict, or provided assistance. You can highlight relevant skills and behaviors learned from school projects, volunteer work, or any other relevant experience.
Will they still ask me behavioral questions if I have close to zero customer service experience?
Likely, yes. Every job has an element of customer service, even if it doesn’t seem obvious. You can discuss experiences with teammates, instructors, or even friends and family. Highlight instances of solving problems, making decisions under pressure, and demonstrating empathy or strong communication skills.
If I don’t understand a behavioral customer service question, can I ask them to clarify?
Absolutely! It’s better to ask for clarification than answer incorrectly because you misunderstood. Interviewers will appreciate your desire to provide an accurate and considered response.
What’s an example of a good customer service situation to bring up during an interview?
Choose a situation that clearly demonstrates your customer service skills. This could be a time when you went above and beyond for a customer, resolved a difficult situation, handled a complaint effectively, or turned a negative experience into a positive one. The main point is to show how you can make a positive impact on customers’ experiences.
How do you stand out in a customer service interview?
To stand out, showcase your unique expertise, experiences, and perspectives. Use specific examples of when you exceeded customer expectations (including the quantitative results), and relate these to the role you’re applying for. Be enthusiastic about the opportunity, and demonstrate your knowledge and understanding of the company’s values, culture, and customers. In addition, show your ability to add value beyond the primary job requirements.
