40 Interview Questions For A Customer Service Manager
By Indeed Editorial Team
Published 11 July 2022
The Indeed Editorial Team comprises a diverse and talented team of writers, researchers and subject matter experts equipped with Indeed's data and insights to deliver useful tips to help guide your career journey.
If you are looking for a job as a customer service manager, a recruiter may contact you to schedule an interview. Whether you are seeking professional growth by finding a management position or you already have experience in leadership, interviewers often want to learn more about you and your suitability for the role. Reviewing interview questions and answers can help you differentiate yourself from other candidates and make a positive impression on hiring managers. In this article, we list 40 interview questions for a customer service manager and provide four example answers you can use to craft your own.
General Interview Questions For A Customer Service Manager
Hiring managers often ask general interview questions for a customer service manager to learn more about you and why you are pursuing the job. Here are 12 common questions a hiring manager may ask you at the beginning of an interview:
Can you tell me a little about yourself and your credentials?
What interests you about this job?
How did you find out about this job?
What made you decide to leave your current or most recent position?
How long do you plan to stay in your next role?
If you get the job, when are you available to start?
What are your salary expectations for this position?
What do you consider your professional strengths?
What are some areas of your career in which you seek improvement?
What is one of your most significant long-term goals?
What is your greatest career achievement?
Do you have any questions for me about this job or the organisation?
12 Questions About Background And Experience
An interviewer may ask you questions about your professional and educational background to see if it aligns with the responsibilities of the role. Here are 12 questions about your experience an interviewer may ask you:
What is the greatest challenge you have faced as a customer service professional?
What do you think are the most important skills for a customer service manager?
What makes you a qualified candidate for this position?
What trainings or activities have you completed to prepare for a management role?
Do you have experience training customer service professionals?
Do you have experience leading customer service teams?
Do you prefer providing customer service in person or remotely?
Do you prefer leading small or large teams?
Have you ever used customer feedback to help you develop professionally?
What are some methods you use to engage with customers?
How would you describe your current management style or the type of manager you plan to be?
What types of customer management software do you have experience using?
12 In-Depth Customer Service Manager Interview Questions
Hiring managers often ask challenging questions related to the candidate's experience in the position or industry to determine their suitability for the job. Here are 12 in-depth customer service manager interview questions a hiring manager may ask you:
What KPIs do you use to track customer satisfaction?
How does customer satisfaction impact overall organisational goals?
What are some qualities of a successful customer service team?
How would you approach resolving a conflict with a team member?
What are some steps you take to manage situations with challenging customers?
How do you encourage customers to continue purchasing the company's products or services?
How can you improve customer service strategies in cost-effective ways?
What are some factors you would consider before promoting a member of your team?
What are the most important duties of a customer service manager?
What strategies would you use to improve team performance?
Do you find reward or incentive systems motivating for teams? Why or why not?
How do you think your current or most recent manager would describe your work ethic?
4 Interview Questions With Example Answers
Reviewing example answers to interview questions can help you develop your own responses and practise for your interview. Here are four interview questions and example answers you can use as a reference:
1. Can you tell me about a time you exceeded customer expectations?
Employers may ask this question to determine if your approach to customer service may help the organisation fulfil the needs of its customers. Learning what you do to make customers happy can help the hiring manager decide if you could benefit the organisation as a customer service manager. In your answer, provide a detailed description of how you helped a customer and the positive outcome that resulted.
Example: 'A customer once called me because a product they purchased did not help them as they expected. They asked to return the product for a refund. Our policy does not allow for returns after a product's use, which made them quite unhappy. I enquired about the issue and found a different product I thought would help them. I shipped it to them for free and told them if it did not work, I would fulfil their request for a return. They called me a few days later and said the product was exactly what they wanted.
2. Has a customer ever asked a question you did not know how to answer? How did you respond?
A hiring manager may ask you this question to determine how you manage situations you may have the customer service skills for but have not encountered in the past. It is important that you can handle situations in a way that helps the customer without delay and provides them with the appropriate response. When answering this question, consider highlighting the decision you made, how you approached a supervisor about the issue and what resulted.
Example: 'The first company I worked for sold scientific equipment. One day, a customer called asking about some of the specific details on the company's microscopes, which I did not yet know because I was still in training. I wrote all of their questions, politely asked the customer to hold and then asked my colleagues and managers about the equipment. They provided me with the information I needed, and I relayed it back to the customer. The customer was happy with the response and purchased more equipment from us.'
3. Have you ever successfully managed a conflict between two colleagues?
Conflict resolution is an essential responsibility of a customer service manager. A hiring manager may ask this question to determine how you handle conflicts not only with customers but also between members of your team. In your answer, explain how you considered each point of view and encouraged the colleagues to resolve the issue.
Example: 'While working at my current employer, I asked two team members to develop ideas for customer satisfaction goals we could implement at the company. When the deadline arrived, neither had prepared because they had different ideas for department objectives and could not find a suitable compromise. I asked to hear both ideas and then highlighted the fundamental similarities between their two concepts. Then, I gave them a few more days to establish a goal that used both ideas. After a few days, they had developed an effective goal for increasing customer satisfaction and presented it to me.'
4. Can you tell me about a time when you had to make a judgment call on a customer's question?
Even if the company has clear policies regarding many situations with customers, one may arise that does not have an official policy for how to manage it. Hiring managers may ask you this question to determine how you work under pressure to handle unexpected circumstances. In your answer, consider explaining your reasoning for choosing that approach and how it resulted.
Example: 'I once had a customer call enquiring about their warranty policy because they dropped their product in a bucket of water and wanted to know if the policy covered it. After reviewing the warranty policy thoroughly, I found nothing that matched the situation they were describing. I was not sure exactly what to do, and my manager was unavailable. I eventually decided to replace the customer's product for free and tell my manager about it afterwards. The company then changed the warranty policy to ensure we knew how to respond to similar questions in the future.'
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