☛ What does customer service mean to you?

☛ Describe a situation where you went out of your way to solve a customer problem.

☛ How would a customer describe your service? Give me an actual example of something you have done to satisfy a customer's desire.

☛ Tell me about a time when you encountered an angry customer.

☛ Give me an example of a time when you went out of your way to please a customer.

☛ Tell me about your most rewarding customer service experience.

☛ Tell me about the most difficult customer service experience you've encountered.

☛ Give me an example of a time when a customer really tried your patience.

☛ Probing questions for all of the above:

☛ How did you handle the situation?

☛ Reflecting on the situation, should you have handled the situation differently?

☛ If so, how?