Service Representative Interview Questions

Companies rely on service representatives to answer customer questions and address customer complaints and concerns. Prepare to answer questions assessing your communication skills, empathy for customers and problem-solving abilities. Be ready to draw on your experience as a service representative and as a consumer.

12,578 Service Representative interview questions shared by candidates

Top Service Representative Interview Questions & How to Answer

Here are three top service representative interview questions and tips on how to answer them:

Question No. 1: Do you work well in high-stress situations?

How to answer: The interviewer wants to know how you handle the stress associated with fielding customer complaints. Assure the interviewer that you understand where an angry customer is coming from and know how to keep your cool. Empathy and the ability to control emotions are vital qualities that interviewers look for in a potential service representative.

Question No. 2: What would you do if you couldn't work out how to help a customer?

How to answer: This question allows you to demonstrate your problem-solving skills and ability to be a team player. Let the interviewer know that you are not afraid to ask a more experienced colleague for help once you have exhausted the standard solutions you learned in training. It is always a good idea to share an example from your previous workplace.

Question No. 3: Would you ever bend the rules to make a customer happy?

How to answer: The interviewer wants to know how you balance customer satisfaction with company policy. Let the interviewer know that you understand that the rules are in place to protect customers and that you would consult a manager to work out a solution.

Top Interview Questions

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Customer Service REp was asked...3 April 2009

How many tennis balls are in this room and why?

14 Answers

Everybody is reading this question wrong. It doesn't say how many tennis balls CAN FILL this room. It says how many tennis balls are IN THIS ROOM and why. The question is probably meant to see if the candidate is actually fully paying attention to the questions (unlike everybody who has answered it here). It is a trick. I would gather to say that there are NO tennis balls in the room...and why? Because it is an office, not a tennis court. Less

Hi wildfiresg, Maybe you should ask the interviewer to show the insides of his pockets? You never know, maybe there is a tennis ball in there! Less

I think wildiresg is the only one above who's really paying attention (which is CRITICAL in an interview) - give him the job!! And Igor makes a very good but funny point....the candidate should also ask to check any drawers, boxes or closets in the room!!! Less

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Why is a man hole cover round?

9 Answers

There are a few answers that would qualify as "correct", but I suspect this question won't be making the rounds much longer as this is becoming the stereotypical case example question which is meant to "see how you think". A circular manhole cover can never fall into the hole, as a square cover could by turning it on a diagonal, for example. Also, a worker can easily roll the cover without every having to lift it. Less

In addition to Adam's answers, they are also round because they will fit on the manhole regardless of which way you put them on. Less

The real reason manhole covers are round is because the manhole is round. It certainly wouldn't do to put a square cover on a round hole. (However, that's likely not the answer they are looking for.) Less

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What would you do to get customers to come back to HEB?

9 Answers

Always have a smile on your face and be helpful and kind.

Make u're customers happy.

Offer any kind of assistance. Then proceed to assist them. Customers like the personal interactions. Less

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If a snail was climbing a submarine that was 30 ft tall and could climb five feet per day, but would loose three feet at the end of every night, how many days would it take him to reach the other side?

7 Answers

The answer is 14 days.

Agreed, 14 days as Dylan said. It would take 14 days, 13 nights. After 13 nights, the snail would have traveled 26 feet. Throughout the 14th day, the snail would have traveled up the extra 5 feet, for a total of 31ft Less

The answer is 22 days. Using the prior answerers correct circular calculation: "A most submarines are basically circular, so you would have to calculate the circumference of the submarine first, then determine half of the diameter, and that is how far it would have to climb, provided that it is starting at the very bottom. If the diameter is 30 feet, to find the circumference, we multiply the diameter by pi (3.14), then divide by two to get the distance the snail would travel (47.1 ft), " We get the most accurate measure short of using calculus that will approximate the length of the side of a circular submarine whose height is 30 ft. Rather than perform the simple arithmetic of dividing by 2 we know that the snail is not going to continue dropping after it has reached the top. Therefore at the end of the 21st day we can see that the snail will reach 45 ft by assuming 2 feet every night and day combined for 20 periods plus 5 ft more for day 21 [(5-3)*20+5)=45]. The snail is still 2.1 feet short of its goal before sliding back 3 ft that night. Then on the 22nd day the snail starts at 42 feet. At the end of the day he will get to 47 feet. You may say that with .1 ft to go the snail will not have reached its goal and will need part of another day to summit the submarine. Its a fair assumption and hard to argue with. In that case you would say the answer is 23.62 days ([(5ft-3ft)*23days+3.1ft/5ft per day)=47.1 days. I prefer to assume that the snail will see that the end is near and cross the last .1 ft at the end of the 22nd day knowing that the reward for a little extra effort is going to be a night's sleep to avoid the significant loss of 3 ft that night. Who stops for the night when the goal is right there to be had with a little extra effort? I wouldn't. The importance of this question is not necessarily which "final" measurement in days is selected but on how logical (and possibly how creative) the thought process, assumptions and conclusion are. There is no "right" answer to this question. A question such as this may be used to determine attributes such as the ability to work and think under pressure, intellect, attention to detail, creativity, and ability to communicate. Less

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Carry Telecom

Are you available on weekends?

5 Answers

Yes i am available.

Yes .. I will be available on weekends

Yes ... I will be available on weekends.

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Sun Life

Are you a detailed oriented or "big picture" type of person?

5 Answers

Big picture

big picture

Am very detailed oriented too

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How would you respond to an angry client?

4 Answers

Excuse me but may I help you find something! Your looking for

I'm sorry that your having a bad day but may I help you find something?

May I help you find something no okay you guys have a wonderful day

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Imagine you're working for Geico and we are promoting a faster way to pay online. I caller calls in to make a payment and as you try to explain the new and fast way to pay they immediately say they are not interested. What do you do?

4 Answers

I really appreciate the feedback .Thank you

I would proceed to process the payment (which is the most important part of customer service) and afterward before hanging up I would explain that if the customer wanted to pay faster they could do and then explain the new procedure. Less

hello, i have a role play interview scheduled for friday 04/26/2016. Please can you give me some insight and also how did you respond to the question you were asked about online payment question Less

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How much are you looking to work?

4 Answers

Full time

20-25 hours a week

20 - 25 / week

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Marriott International

will u stay with us ???

4 Answers


I have three years of experience


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