Congratulations on getting an opportunity to interview for the position of Customer Service Representative (CSR).
Customer service representatives interact with customers on behalf of an organization. They provide information about products and services, take orders, respond to customer complaints, and process returns. Many customer service representatives work in customer contact centers. Others work in insurance agencies, banks, stores, or other places that have contact with customers.
CSRs touch the life of their customers on a day to day basis and can personally impact the lives of millions. So GREAT JOB getting the journey started.
You most probably know that this position receives tons and tons of applications every day and is highly competitive, so you definitely have stood out for the company you are applying to, to have contacted you. Great work, so far.
What's This Guide About?
This book is purely about preparing for a Customer Service Representative (CSR) Interview. My aim is to take you through a systematic process one step at a time to help you ace this interview. My approach will be to first teach you a lesson and then give you some homework to complete.
This book consists of worksheets, that you can download. I’ve seen that the most successful candidates are the ones who NOT ONLY follow the lessons, but do the homework at the end of it.
This book will combine theory and practice to help you succeed.
Note that the job title “Customer Service Representative” is commonly used in the industry, however this job title can vary. A few other examples are mentioned below:Customer Service Representative
Senior Customer Service Representative
Call Center Associate
Customer Service Associate (Part-Time)
Customer Service Specialist
Whatever the case may be and whatever your title is, if you are applying to jobs in the customer service fields, this guide will prepare you to ace the interview for the same.
The entire book consists of 8 sections
The Customer Service Representative (CSR) role – We’ll start by understanding the role of a CSR in general and as defined by the industry.
Understanding the job description – Next we’ll take the job description of the company you are applying to and understand it greater detail. This is the first step towards your interview prep. I’ll also give you your first homework in this chapter.
Questions – We’ll then get into the specific question types that you will typically be asked and we’ll see how to attack each one. We’ll specifically cover the following 10 question types:
Questions to ask – Then, we will discuss what questions to ask during your interview.
- Sell me this pen.
- Explain to me a time in a past job where you stepped up as a manager - remember manager’s tell people what to do. They give out tasks to the team members.
- What have you done to be a better customer service representative?
- What would you do if you were given 10 tasks but only have time for 8?
- Describe a time you did not have the answer to a customer question and how did you handle it?
- Talk about a time when you were unable to help a customer. What was the issue and how did you handle the situation?
- Tell me about a time that you went above and beyond to satisfy a customer.
- Tell me about a product you like and use frequently. Why do you like it?