15 Customer Service Consultant Interview Questions (With Example Answers)

By ResumeCat Editorial Team
Published August 11, 2022

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 consultant interview questions and sample answers to some of the most common questions.

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Common Customer Service Consultant Interview Questions

What does excellent customer service mean to you?

An interviewer may ask "What does excellent customer service mean to you?" to a/an Customer Service Consultant in order to gauge the interviewee's customer service philosophy. This question is important because it allows the interviewer to understand how the interviewee would approach customer service issues if hired. Additionally, this question can help the interviewer determine if the interviewee's customer service philosophy is compatible with the company's own customer service philosophy.

Example: Excellent customer service means providing the customer with what they need, when they need it, in a friendly and efficient manner. It’s about creating a positive experience for the customer that will keep them coming back.

What are some of the most important skills for providing excellent customer service?

Customer service is important because it is the interface between the company and its customers. It is the first impression that customers have of the company, and it can either make or break the relationship. Excellent customer service skills are therefore essential in ensuring that customers have a positive experience with the company and are more likely to do business with it again in the future.

Example: Some of the most important skills for providing excellent customer service include:

-Excellent communication skills: This involves being able to effectively communicate with customers, both verbally and in writing. It also includes active listening skills, so that you can understand the customer's needs and concerns.

-Patience and empathy: Customers can be frustrated or angry, and it's important to be able to deal with them in a calm and understanding manner.

-Problem-solving skills: Customers will often have issues or problems that need to be resolved. Being able to quickly and effectively find solutions is essential.

-Attention to detail: This is important for ensuring that all customer inquiries are handled accurately and efficiently.

-Flexibility: There may be times when unexpected situations arise or when customer requests need to be accommodated. Being flexible and adaptable will help you provide the best possible service.

How do you stay calm and professional when dealing with difficult customers?

Customer service consultants need to be able to deal with difficult customers in a calm and professional manner. This is important because it shows that they are able to keep their cool under pressure and that they are able to resolve customer complaints in a satisfactory manner. It also demonstrates that they have excellent communication skills.

Example: There are a few things that I do in order to stay calm and professional when dealing with difficult customers. First, I try to understand where the customer is coming from and what their needs are. Once I have a good understanding of the situation, I can then start to look for ways to resolve the issue. I also keep in mind that the customer is not necessarily trying to be difficult, they just may be having a bad day or be under a lot of stress. Lastly, I stay calm and professional by remaining patient and polite with the customer, even if they are being difficult.

What is your experience with handling customer complaints?

Customer service consultants are responsible for handling customer complaints. This is important because it allows the interviewer to gauge the applicant's ability to handle difficult customer service situations. Additionally, it allows the interviewer to see how the applicant would deal with an unhappy customer, and how they would attempt to resolve the issue.

Example: I have experience with handling customer complaints in various ways, depending on the situation. Sometimes, I is able to resolve the complaint directly with the customer; other times, I need to involve a supervisor or manager. In either case, I always aim to resolve the issue as quickly and efficiently as possible, while maintaining a high level of customer service.

How do you deal with angry or upset customers?

In customer service, it is inevitable that there will be some customers who are angry or upset. It is important for the interviewer to know how the customer service consultant deals with such customers, in order to gauge whether they would be a good fit for the company.

Some potential reasons why a customer might be angry or upset include:

- They received poor service

- They were given incorrect information

- Their order was delayed or cancelled

- They were charged a higher price than they expected

It is important for the customer service consultant to be able to handle such situations calmly and professionally. They should be able to listen to the customer's concerns, empathize with their situation, and work towards finding a resolution that will satisfy the customer.

Example: The best way to deal with an angry or upset customer is to stay calm and try to understand their issue. Once you understand the problem, you can offer a solution or help them find a resolution. Sometimes, customers just need to vent and may not be looking for a solution. In these cases, it’s important to listen and empathize with the customer. Thank them for bringing the issue to your attention and let them know you’ll do your best to resolve it.

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

An interviewer would ask "What do you do when a customer is not satisfied with your service?" to a/an Customer Service Consultant in order to gauge the consultant's ability to handle difficult customer service situations. This question is important because it allows the interviewer to see how the consultant would react in a real-life customer service scenario. If the consultant is unable to provide a satisfactory answer, it may give the interviewer pause as to whether or not the consultant is truly capable of providing excellent customer service.

Example: When a customer is not satisfied with my service, I always try to find out the root cause of the problem and see if there is anything I can do to improve the situation. If the problem cannot be resolved, I would refund the customer or offer some other form of compensation.

What is your experience with upselling or cross-selling products and services to customers?

The interviewer is likely looking to gauge the candidate's ability to upsell or cross-sell products and services to customers. This is important because it can help to increase revenue for the company and improve the customer's experience by offering them additional products or services that they may be interested in.

The candidate's answer should demonstrate their understanding of what upselling and cross-selling are, as well as their ability to do so in a way that is beneficial to both the customer and the company.

Example: I have experience with upselling and cross-selling products and services to customers. I am familiar with the techniques and strategies used to identify customer needs and then offer them additional products or services that would complement their purchase. I am also comfortable discussing pricing and payment options with customers. In addition, I have experience handling objections and creating a sense of urgency in order to close the sale.

How do you handle customer requests or inquiries that are outside of your area of expertise?

The interviewer is trying to gauge the customer service consultant's ability to handle customer requests or inquiries that are outside of their area of expertise. This is important because it shows whether or not the customer service consultant is able to think on their feet and come up with solutions to problems that they may not be familiar with. If the customer service consultant is unable to handle customer requests or inquiries that are outside of their area of expertise, it may reflect poorly on the company and lead to customers taking their business elsewhere.

Example: If I am unable to handle a customer request or inquiry myself, I will reach out to another team member or department who can. I will also make sure to follow up with the customer to let them know that their issue has been resolved.

What do you do when a customer is unhappy with a product or service?

This question is important because it allows the interviewer to gauge the consultant's customer service skills. It is important for a customer service consultant to be able to handle unhappy customers in a calm and professional manner. By asking this question, the interviewer can get a sense of how the consultant would handle such a situation.

Example: When a customer is unhappy with a product or service, the first thing I do is try to understand the problem they are experiencing. I then work with them to find a solution that will resolve their issue. If the problem cannot be resolved, I refund the customer or offer them a replacement product or service.

How do you build rapport with customers?

Building rapport with customers is important for customer service consultants because it allows them to establish trust and credibility with customers, which can lead to repeat business and referrals. Additionally, building rapport can help defuse difficult situations and turn angry customers into satisfied ones. Good customer service consultants know how to build rapport quickly and effectively in order to create long-lasting relationships with their clients.

Example: There are many ways to build rapport with customers. One way is to mirror the customer's body language. Another way is to use the customer's name frequently throughout the conversation. Another way is to make sure that you are always maintaining eye contact with the customer.

How do you diffusing difficult situations with customers?

An interviewer would ask this question to a Customer Service Consultant to gauge their ability to handle difficult customer service situations. This is important because it allows the interviewer to see how the candidate would react under pressure and if they would be able to diffusing difficult situations with customers in a calm and professional manner.

Example: There are a few techniques that can be useful for diffusing difficult situations with customers. First, it can be helpful to try and understand the customer's perspective and what might be causing them to be upset. Once you have a better understanding of the situation, you can then try to calmly explain the situation to the customer and offer potential solutions. It is also important to remain professional and courteous throughout the interaction, even if the customer is being difficult.

How do you handle irate or aggressive customers?

The interviewer is trying to gauge the level of customer service skills and experience the consultant has. It is important to be able to handle irate or aggressive customers in a calm and professional manner. This is important because it shows that the consultant is able to keep their cool under pressure and diffuse difficult situations.

Example: There are a few different ways to handle irate or aggressive customers, depending on the situation. If the customer is simply angry and not being verbally abusive, you can try to calm them down by speaking in a calm and collected manner. If the customer is being verbally abusive, you may need to take a more assertive approach in order to defuse the situation. In either case, it is important to remain professional and avoid getting into an argument with the customer.

What are some of the techniques you use to defuse anger in customers?

The interviewer is likely trying to gauge the interviewee's customer service skills. It is important for customer service consultants to be able to defuse anger in customers because it is a common issue that arises and can lead to poor customer satisfaction. Being able to effectively diffuse anger will help to create a better customer experience and keep them coming back.

Example: Some of the techniques I use to defuse anger in customers include:

-Acknowledging the customer's feelings and taking them seriously
-Trying to see the situation from the customer's perspective
-Apologizing for any inconvenience or frustration the customer may be experiencing
-Offering to help resolve the issue
-Keeping a calm and professional demeanor throughout the interaction

How do you deal with customers who are demanding or have unrealistic expectations?

There are a few reasons why an interviewer would ask this question to a customer service consultant. First, it allows the interviewer to gauge the consultant's ability to handle difficult customer service situations. Second, it allows the interviewer to see how the consultant deals with customers who have unrealistic expectations. Finally, it allows the interviewer to get a sense of the consultant's customer service philosophy.

It is important for customer service consultants to be able to handle difficult customer service situations because they will likely encounter them on a regular basis. Additionally, it is important for customer service consultants to be able to deal with customers who have unrealistic expectations because they need to be able to set appropriate expectations with their clients. Finally, it is important for customer service consultants to have a strong customer service philosophy because this will guide their interactions with clients and help them provide the best possible service.

Example: There are a few ways to deal with customers who are demanding or have unrealistic expectations. The first is to try and understand where they are coming from and what their needs are. Once you have done this, you can then work with them to try and find a compromise that will work for both parties. If this is not possible, then you may need to explain to the customer why their expectations are not realistic and offer alternative solutions.

What are some of the ways you go above and beyond for your customers?

Customer service consultants are responsible for ensuring that customers are satisfied with a company's products or services. They may be responsible for resolving customer complaints, providing customer support, and developing new ways to improve customer service. It is important for customer service consultants to be able to go above and beyond for their customers, as this can help to build customer loyalty and increase customer satisfaction.

Example: There are many ways that I go above and beyond for my customers. I always aim to provide the best possible service and experience, and I go out of my way to ensure that each and every customer is satisfied. I am always available to answer questions or concerns, and I am always willing to go the extra mile to help out. I have a genuine interest in helping people, and I always work to make sure that my customers are happy.