18 Customer Service Advisor Interview Questions (With Example Answers)

It's important to prepare for an interview in order to improve your chances of getting the job. Researching questions beforehand can help you give better answers during the interview. Most interviews will include questions about your personality, qualifications, experience and how well you would fit the job. In this article, we review examples of various customer service advisor interview questions and sample answers to some of the most common questions.

Use this template

or download as PDF

Common Customer Service Advisor Interview Questions

• What does outstanding customer service mean to you?
• How would you deal with an irate customer?
• What do you think is the most important factor in delivering great customer service?
• What do you think are the key skills necessary for a customer service advisor?
• How do you stay motivated when dealing with difficult customers?
• What do you think is the best way to deal with customer complaints?
• What do you think are the most important qualities of a successful customer service advisor?
• What do you think is the most important thing to remember when dealing with customers?
• How do you deal with difficult customer requests?
• What do you think is the best way to build rapport with customers?
• How do you deal with customers who are unhappy with our product or service?
• What do you think is the best way to handle customer feedback?
• How do you stay calm when dealing with difficult customers?
• What do you think is the best way to resolve conflict with a customer?
• What do you think is the most important thing to remember when dealing with customer inquiries?
• How do you prioritize and manage multiple tasks and demands from customers?
• What do you do when a customer is not satisfied with your response?
• Is there anything else you would like to share about your experience in customer service?

What does outstanding customer service mean to you?

An interviewer would ask "What does outstanding customer service mean to you?" to a Customer Service Advisor in order to gauge the candidate's customer service skills. It is important to have strong customer service skills in this role in order to be able to provide excellent service to customers.

Example: “Outstanding customer service to me means providing the customer with what they need or want in a timely, efficient, and friendly manner. It is important to be patient with customers and to listen to their needs so that you can provide them with the best possible service. It is also important to be proactive in solving customer problems and to go above and beyond what is expected in order to exceed their expectations.”

How would you deal with an irate customer?

The interviewer is trying to gauge how the customer service advisor would deal with a difficult customer situation. It is important for customer service advisors to be able to handle difficult customer situations in a calm and professional manner.

Example: “If I had an irate customer, the first thing I would do is try to understand the situation and what caused the problem. I would then apologize and see if there was anything I could do to help resolve the issue. If the customer was still not satisfied, I would escalate the issue to a supervisor or manager.”

What do you think is the most important factor in delivering great customer service?

Customer service is all about creating a positive experience for the customer. The most important factor in delivering great customer service is creating a rapport with the customer. This means being friendly and personable, and taking the time to get to know the customer. By establishing a rapport, you create a relationship of trust and mutual respect, which is essential for providing great customer service.

Example: “There are many important factors in delivering great customer service, but I believe that the most important factor is creating a positive and welcoming environment for customers. This means creating a space where customers feel comfortable and respected, and where they know they will receive great service. Creating this kind of environment starts with the way you greet customers and how you make them feel welcome. It also includes providing excellent service throughout their experience, being attentive to their needs, and following up with them after their visit. Creating a positive environment is essential to delivering great customer service.”

What do you think are the key skills necessary for a customer service advisor?

The interviewer is trying to gauge the interviewee's understanding of the skills necessary for the role of customer service advisor. It is important for the interviewer to know if the interviewee has the necessary skills for the job, as it will help them determine if the interviewee is a good fit for the position.

Example: “The key skills necessary for a customer service advisor are:

-Excellent communication skills: A customer service advisor needs to be able to communicate clearly and effectively, both verbally and in writing. They need to be able to explain things simply and concisely, and be patient when dealing with customers who may be confused or angry.

-Empathy: A customer service advisor needs to be able to put themselves in the shoes of the customer, and understand their perspective. They need to be able to empathize with the customer, and understand their feelings.

-Problem-solving skills: A customer service advisor needs to be able to quickly identify the root of the problem, and come up with creative solutions. They need to be resourceful, and be able to think on their feet.

-Patience: A customer service advisor needs to have a lot of patience, especially when dealing with difficult customers. They need to be able to keep their cool under pressure, and not take things personally.”

How do you stay motivated when dealing with difficult customers?

The interviewer is trying to gauge the candidate's ability to deal with difficult customers. This is important because customer service advisors need to be able to handle difficult customer inquiries and complaints in a professional and efficient manner.

Example: “There are a few things that I do to stay motivated when dealing with difficult customers. First, I try to remember that the customer is always right. Even if they are wrong, they are still the customer and deserve to be treated with respect. Second, I try to stay calm and patient. I know that it can be difficult to deal with someone who is angry or upset, but if I remain calm it will help diffuses the situation. Finally, I try to be as helpful as possible. Even if the customer is being difficult, I try to find a way to help them solve their problem. By doing these things, it helps me to maintain my motivation and keep a positive attitude.”

What do you think is the best way to deal with customer complaints?

The interviewer is asking this question to gauge the customer service advisor's customer service skills. It is important to have strong customer service skills when working in customer service because customers will often have complaints or issues that need to be addressed. If the customer service advisor does not have strong customer service skills, they may not be able to effectively deal with customer complaints, which could lead to poor customer satisfaction.

Example: “There is no one-size-fits-all answer to this question, as the best way to deal with customer complaints will vary depending on the nature of the complaint and the relationship between the customer and the company. However, some general tips on how to deal with customer complaints effectively include:

- Listening to the customer carefully and empathizing with their situation
- Taking the time to understand the problem fully
- Apologizing sincerely for any inconvenience caused
- Taking action to resolve the issue as quickly as possible
- Following up with the customer to ensure they are satisfied with the resolution”

What do you think are the most important qualities of a successful customer service advisor?

An interviewer might ask "What do you think are the most important qualities of a successful customer service advisor?" to a customer service advisor in order to better understand what qualities the advisor believes are necessary for success in the role. This can help the interviewer to gauge whether the advisor has the right skills and attributes for the job. Additionally, it can give the interviewer insight into how the advisor would approach customer service issues and whether they would be able to effectively resolve them.

Example: “The most important qualities of a successful customer service advisor are:

• Good communication skills: A successful customer service advisor should be able to communicate effectively with customers, understand their inquiries and provide them with accurate information.

• Patience and calmness: Customers can be challenging at times and a successful customer service advisor should be able to deal with them patiently and calmly.

• Good problem-solving skills: A successful customer service advisor should be able to quickly identify the root cause of a problem and provide an effective solution.

• Flexibility: A successful customer service advisor should be flexible in terms of working hours and tasks, in order to meet the needs of the customers.”

What do you think is the most important thing to remember when dealing with customers?

The interviewer is asking this question to gauge the interviewee's customer service skills. It is important to remember that customers are always right, even if they are wrong, and to always be polite and professional when dealing with them.

Example: “The most important thing to remember when dealing with customers is to always be respectful and professional. It is also important to be patient and understanding, as some customers may be difficult to deal with. Always remember that the customer is always right, even if they are not, and do your best to resolve any issue they may have.”

How do you deal with difficult customer requests?

There are a few reasons why an interviewer would ask this question to a customer service advisor. Firstly, they want to know how the advisor would deal with a difficult customer request in a professional manner. Secondly, they want to see if the advisor has the ability to think on their feet and come up with a creative solution to a problem. Finally, they want to gauge the advisor's level of patience and see if they are able to remain calm in difficult situations. This question is important because it allows the interviewer to get a better understanding of the advisor's skillset and how they would handle difficult customer requests.

Example: “There is no one-size-fits-all answer to this question, as the best way to deal with difficult customer requests will vary depending on the situation. However, some tips on how to deal with difficult customer requests effectively include:

- Listening to the customer carefully and understanding their needs
- Explaining the situation clearly and calmly
- Offering alternatives or compromise solutions where possible
- Keeping a positive attitude and maintaining a helpful demeanor
- Thanking the customer for their patience and understanding”

What do you think is the best way to build rapport with customers?

The interviewer is likely asking this question to gauge the applicant's customer service skills. It is important for customer service advisors to be able to build rapport with customers because it helps create a positive relationship between the customer and the company. By establishing rapport, customer service advisors can better understand the customer's needs and how to best address them. This can lead to satisfied customers who are more likely to continue doing business with the company.

Example: “There are many ways to build rapport with customers, but some of the most effective methods include being friendly and personable, demonstrating empathy and understanding, and actively listening to what the customer has to say. By taking the time to get to know the customer and build a rapport, you can create a lasting relationship that will result in repeat business and referrals.”

How do you deal with customers who are unhappy with our product or service?

The interviewer is likely looking for evidence of the customer service advisor's ability to handle difficult customer service inquiries and complaints. It is important for customer service advisors to be able to deal with unhappy customers in a professional and efficient manner in order to resolve the issue at hand and prevent further issues from arising.

Example: “The first step is to always stay calm and professional. It can be difficult to deal with an unhappy customer, but it is important to remember that they are just expressing their dissatisfaction with the product or service. Once you have listened to the customer and understand their complaint, you can begin to work on a resolution. If the problem can be fixed quickly, do so and apologize to the customer. If the problem is more complex, explain what steps you will take to resolve the issue and keep the customer updated throughout the process. Thank the customer for bringing the issue to your attention and let them know that you appreciate their feedback.”

What do you think is the best way to handle customer feedback?

There are a few reasons why an interviewer might ask this question to a customer service advisor. First, it allows the interviewer to gauge the advisor's level of experience and knowledge in the customer service field. Second, it helps the interviewer understand the advisor's philosophy on how to best handle customer feedback - whether it be positive or negative. Finally, it gives the interviewer insight into the advisor's problem-solving skills and ability to think on their feet. All of these qualities are important in a customer service advisor, as they often have to deal with difficult customers and situations.

Example: “There is no one definitive answer to this question. However, some customer service experts recommend taking the following approach when handling customer feedback:

1. Thank the customer for their feedback and let them know that you appreciate their input.

2. Acknowledge the issue that the customer is raising and assure them that you are committed to resolving it.

3. Explain what actions you will take to resolve the issue and provide a timeline for doing so.

4. Follow up with the customer after taking action to resolve the issue and thank them for their patience and understanding.”

How do you stay calm when dealing with difficult customers?

The interviewer is asking this question to gauge the candidate's ability to handle difficult customer service situations. It is important for customer service advisors to be able to stay calm when dealing with difficult customers because it helps diffuses the situation and allows them to better assist the customer.

Example: “There are a few things that I do to stay calm when dealing with difficult customers. First, I try to understand where the customer is coming from and what their needs are. Once I know that, I can more easily find a solution that will satisfy both the customer and the company. Second, I stay calm and professional at all times, even if the customer is being rude or aggressive. This usually diffuses the situation and helps to resolve the issue more quickly. Finally, I always remember that the customer is always right, even if they are wrong. This attitude usually leads to a positive outcome for both parties involved.”

What do you think is the best way to resolve conflict with a customer?

The interviewer is trying to assess the Customer Service Advisor's ability to deal with difficult customer service situations. It is important because it shows whether the Customer Service Advisor has the skills to defuse a tense situation and find a resolution that is satisfactory to both the customer and the company.

Example: “There is no one answer to this question as the best way to resolve conflict with a customer will vary depending on the situation. However, some tips on how to resolve conflict with a customer may include:

-Listening to the customer and trying to understand their perspective
-Keeping a calm and professional demeanor
-Attempting to find a compromise or solution that is acceptable to both parties
-Apologizing if appropriate
-Following up with the customer after the conversation to ensure that the issue has been resolved”

What do you think is the most important thing to remember when dealing with customer inquiries?

An interviewer would ask this question to a Customer Service Advisor to gauge their customer service skills. This question is important because it allows the interviewer to see how the candidate would handle a difficult customer service situation. The most important thing to remember when dealing with customer inquiries is to always be polite and professional. It is also important to try to resolve the issue as quickly as possible.

Example: “The most important thing to remember when dealing with customer inquiries is to always be polite and respectful. Even if the customer is angry or upset, it is important to remain calm and professional. Additionally, it is important to listen carefully to the customer in order to fully understand their inquiry or complaint. Once the inquiry or complaint has been fully understood, it is then possible to provide an appropriate response or resolution.”

How do you prioritize and manage multiple tasks and demands from customers?

The interviewer is trying to gauge the Customer Service Advisor's ability to handle demands from multiple customers. It is important for the Customer Service Advisor to be able to prioritize and manage these demands in a timely and efficient manner.

Example: “In order to prioritize and manage multiple tasks and demands from customers, I use a variety of methods. First, I make sure to communicate with the customer and get a clear understanding of their needs. Once I have a good understanding of the customer's needs, I prioritize the tasks based on importance and urgency. I then create a plan of action to complete the tasks in an efficient and effective manner. Finally, I keep the customer updated on the status of their requests and follow up with them after the task is completed.”

What do you do when a customer is not satisfied with your response?

There are a few reasons why an interviewer would ask this question to a customer service advisor. The first reason is to see if the customer service advisor has the ability to diffuse a situation and provide excellent customer service despite the customer being unhappy. The second reason is to see if the customer service advisor is able to upsell or provide additional services that could improve the customer's satisfaction. The third reason is to see if the customer service advisor is able to take feedback from the customer and use it to improve their own performance. All of these reasons are important because they show that the customer service advisor is capable of providing excellent customer service, even when the customer is not satisfied with the initial response.

Example: “When a customer is not satisfied with my response, I apologize and try to offer a different solution. If the customer is still not satisfied, I escalate the issue to a supervisor or manager.”

Is there anything else you would like to share about your experience in customer service?

The interviewer is trying to see if the customer service advisor has any additional insights or information that could be helpful. This question is important because it allows the interviewer to get more information from the advisor and to see if they are truly knowledgeable about customer service.

Example: “I believe that excellent customer service is all about creating a positive experience for the customer – one that leaves them feeling valued and appreciated. I always aim to go above and beyond for customers, and I take pride in delivering outstanding service that leaves a lasting impression. I am confident in my ability to build strong relationships with customers and I am always looking for ways to improve the level of service I provide.”