Try to solve 3 Customer Service interview questions and Call Center interview questions below. Hints can help you find answers to questions you are having trouble with.

1. Printer Problem

Problem solving
   
Easy  

The customer you are speaking with needs help solving a relatively common problem with his computer printer. Early on in the conversation, you realize he is not at home and can't provide the model number and other information you normally need to process this request. How do you proceed with the call once you discover this information?

(Select all acceptable answers.)

Direct the customer to look for the answer on the company’s website when he is at home and has access to the printer.
Establish a time for you to call the customer back when he has the appropriate information.
Find a similar product and provide the customer with related answers.
Use your product knowledge to ask probing questions and see whether you can determine the information you need to answer his questions.
   


2. Elderly Customer

Interpersonal skills
   
Easy  

An elderly customer calls with a problem finding some product information on your company’s website. He is nice enough, just frustrated and hopeless because he can’t find what he needs. The information he’s looking for is too long and complicated to share over the phone. What are the best next steps?

(Select all acceptable answers.)

Tell him he can find the product information he's looking for in the product information section of the website.
Advise him to go to the product information section of the website and print out all of the available material so that he can review it offline.
Help him navigate the website to find the information he is looking for.
Offer to find the information he needs and send it to him directly.
   


3. Late Installation

Written communication
   
Easy  

You are on the support team for a cable/internet company and you have received the following email from a customer, Mike Smith:

“I am very upset that your installation tech did not come to my home today at the appointed time. I took time off from work, all for no reason! I was told he should arrive between 12:00 and 5:00. He didn’t get here until 5:45. I could have just stayed at work since I normally get home at 5:30. This is not a good way to start my new service with you and I am already considering canceling!”

A quick check of the notes on the customer’s account shows that the tech was scheduled to arrive ideally between 12:00 and 5:00pm, but didn’t get there until about 5:45 because of heavy traffic resulting from a car accident on one of the major crosstown roadways.

Please draft your response to this customer in the box below.

   


If you feel ready, take one of our timed public Customer Service Interview Questions tests:
Customer Service

Customer Service Test (Easy)

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