☛ What, in your opinion, makes good customer service?

☛ Do you remember a customer's issue you weren't able to solve? What made it impossible for you to find a solution and how did you behave towards the client?

☛ How would you deal with an upset or even angry customer who's constantly insulting you?

☛ Please imagine a situation in which an important customer has got an urgent order, but you know we cannot keep his timeframe. How would you proceed?

☛ Do you prefer keeping contact with the client via telephone, e-mail, in person or any other way? What do you think are the advantages and disadvantages of the respective channels?

☛ In your former position, did you ever participate in the improvement of the customer service systems? What did you change and how did you convince others of the necessity of the changes?

☛ Did you ever use our products or services yourself? What do you think about them and what do you think customers could possibly complain about?

☛ What would you do, if you don't know the answer to a question?

☛ Can you remember a situation, in which you have turned the customer's unhappiness into the opposite? What made the customer be upset? How did you change his mood?

☛ How would you handle a customer that obviously has the wrong view about something?