Shadowing Practice: CUSTOMER SERVICE MOCK INTERVIEW QUESTIONS & ANSWERS | How to PASS a Customer Service Interview! - Learn English Speaking with Video
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In this training lesson, I am going to teach you how to pass a customer service interview.
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I am going to give you a mock interview.
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This is the best way to prepare for any customer service interview.
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So if you are applying for any customer service job role, please make sure you stay tuned because I am here to help you.
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It has been proven that those candidates who conduct a mock interview before the real thing significantly improve their chances of success.
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Now, once we have worked through this mock interview,
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you can then download my full set of 50 customer service mock interview practice questions and answers.
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And the link to download this fantastic resource is in the top comment below this video.
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My name is Richard McMunn.
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I have been a hiring manager and recruitment expert for more than 30 years,
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and I have an unrivaled track record of success of helping people get hired.
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Today, it is your turn.
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Don't forget to subscribe and please hit the like button.
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I really do appreciate your support.
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So I will cover the following three things in this lesson.
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Number one, I will display on the screen in front of you the
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types of questions you will be asked during your customer service interview.
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Number two, I will then give you four answer options and you have to choose the one you believe is correct.
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There are 10 questions you need to work through
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and I want you to get 10 out of 10
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so you can then go on to your real customer service interview and score with the highest scores possible.
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And then finally, number three, I will explain the correct answer and why it is the best choice.
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So, for example, during your customer service interview, you will have to answer the question, why do you want to work in customer service?
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So here are four answer options.
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Which one would you choose for your answer?
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Answer option number one, would you say, I want to work in customer service because the pay is fairly good and there is job security?
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or would you choose the second answer option B
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because I get lots of job satisfaction from serving others
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and making their experience pleasurable and memorable
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or would you choose C I want to work in customer service
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because it's a good entry-level job role where I can gain valuable workplace skills
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or would you choose D I want to work in customer service
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because this position with your company is close to where I live believe it
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or not the majority of people respond with answer option D, because this position is close to where I live.
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Do not say that in your customer service interview.
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The correct answer is, of course, B.
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I want to work in customer service
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because I get lots of job satisfaction from serving others and making their experience pleasurable and memorable.
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The key to answering this question is to say you get lots of job satisfaction from serving others.
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That is the best answer you can give.
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Write it down and say that during your customer service interview.
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Okay, so now it's your turn to try some mock interview questions under timed conditions.
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Please post your answers to questions 1 through to 10 in the comment section below the video
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and I will mark them for you.
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Thank you very much indeed.
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Here we go.
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Question number one.
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What's the definition of great customer service?
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Tell me your answer in the comments.
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Would you choose A, serving customers?
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B, smiling and being welcoming and positive even when you don't feel like doing it?
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Would you choose C, being available to answer a customer's questions or queries?
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Or would you choose D?
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The definition of customer service is consistently meeting and exceeding customer expectations through friendly,
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professional, responsive and reliable support that builds trust, satisfaction and long-term loyalty.
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Now on the right hand side of the screen there is a seven second timer.
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I will give you seven seconds to answer each question in the comments.
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So post your answer in the comments.
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Here is your seven second timer.
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Brilliant.
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Well done.
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Move on to question two.
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What's the first thing you should say to a customer who enters a store?
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Which answer will you choose?
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A, B, C or D?
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A. Hello.
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What are you looking for today?
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Would you choose B?
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Hello, just to let you know the sale items are at the back of the store.
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Would you choose C?
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Hello, welcome to say the store's name.
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How can I help you today?
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Or would you choose D?
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Say nothing.
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Wait for the customer to speak to you first.
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Tell me your answer in the comments.
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Here is your seven second timer.
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And you can see how answering these questions is great preparation for your customer service interview.
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Question three, what is the best way to respond if a customer is rude to you at the start of an interaction?
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Answer option A, I'm very sorry you're having a frustrating experience.
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How can I help you today?
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Would you select B?
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There's no need to be rude.
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Answer option C.
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If you continue speaking to me like that, I won't help you. Or D.
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Ignore the customer's attitude and walk away.
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Tell me your answer in the comments.
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Here is your seven second timer.
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brilliant well done question number four how quickly should customer service
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emails be responded to this is a difficult one answer option
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a within one week provided the issue is not urgent b only after all phone calls
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and face-to-face inquiries have been dealt with would you select c
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at the end of the working week after all tasks are complete and when there is more time to reply properly?
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Or would you select D?
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As quickly as possible, but certainly no longer than 24 hours.
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Here is your timer.
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Fantastic question.
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Number five is when dealing with a customer complaint, what is the first thing you should do?
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Answer option A, get your manager.
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Answer option B, listen carefully to the customer's concerns.
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Answer option C, tell the customer how you will resolve the issue or D, ask the customer to submit their complaint in writing.
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If you get this correct, I will be very impressed.
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Tell me your answer in the comments.
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Here is your timer.
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And by the way, only one of those answer options is correct.
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What would you do first when dealing with a customer complaint?
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Question six.
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A customer asks you a question about a product, but you are unsure of the answer.
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What should you do?
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A. Tell the customer you will find the correct information and get back to them with an accurate answer.
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B. Guess the answer to avoid keeping the customer waiting.
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C. Tell the customer they can look up the information online themselves or answer option D. Be honest.
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Say that you don't know the answer and then move on to the next customer.
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Tell me your answer in the comments to question six.
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Well done.
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You are making brilliant progress.
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Four more to go before we tackle the answer.
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Seven.
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A customer calls to say they haven't heard back about a complaint they submitted
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because the colleague handling it is now on leave.
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What should you do?
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Answer option A.
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Politely tell the customer to call again when your colleague returns from leave.
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B. Apologize but explain that it is not your responsibility because another colleague was dealing with it.
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C. Ask the customer to submit the complaint again from the beginning and then you will deal with it once you have time.
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Or D, take ownership of the issue, apologize for the delay, review the complaint, and ensure it is resolved to their satisfaction.
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Here is your seven-second timer.
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Well done.
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Three more to go.
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Question number eight.
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Once you have successfully resolved a customer complaint, what should you do next?
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Answer option A.
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Ask your manager for another task.
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B. Share any lessons learned with your team to help prevent similar issues in the future.
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C. Immediately move on to serving the next customer without reviewing what happened. Or D.
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take a break because dealing with complaints can be exhausting.
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Tell me your answer in the comments.
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Only one of these is correct.
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Here is your timer.
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Fantastic question number nine.
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What is the most important skill for someone working in customer service?
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A. Working quickly at all times.
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B. Being able to sell products.
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C. Communication and active listening?
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Or D, being a great team player.
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Only one of those is correct.
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What is the most important skill?
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Here is your seven second timer.
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And final, question number 10, before we look through the answers, what is the best way to build customer trust?
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A, promise things you can't guarantee.
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B, always agree with the customer, even when they are wrong.
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C. Be honest, reliable, professional and keep your promises or D.
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Offer discounts every time.
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Tell me your answer in the comments, A, B, C or D.
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Brilliant work.
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Well done.
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Now, we will start to work through the correct answers.
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I want you to tell me how many you scored correctly out of 10.
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And I will explain why each answer is the correct one.
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Now, before I do that, if you want to download my full set of 50 customer service mock interview questions and answers,
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you can click that link in the top right hand corner of the video and go through to my website, passmyinterview.com.
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That is a brilliant resource that comes with lots of extra bonuses that will help you get hired.
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Okay, let's work through the answers together.
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Let me know how many you scored correctly out of 10 in the comments below the video.
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Thank you very much.
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Question number one, what's the definition of great customer service?
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The correct answer is D, consistently meeting and exceeding customer expectations through friendly,
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professional, responsive and reliable support that builds trust, satisfaction and long-term loyalty.
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The aim of great customer service is to build long-term loyalty
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so customers come back to the business time and time again
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and that saves the company money on having to advertise for new customers.
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Number two, what's the first thing you should say to a customer who enters a store?
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C. Hello.
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Welcome to Say the Store's Name.
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That's important.
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How can I help you today?
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Question number three.
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What is the best way to respond if a customer is rude to you at the start of an interaction?
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Never take anything a customer says to you personally.
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Always be calm and professional and friendly.
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Turn the situation around.
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So you should say A.
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I'm very sorry you're having a frustrating experience.
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How can I help you today?
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Question number four, how quickly should customer service emails be responded to?
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Now, there is only one correct answer, D, as quickly as possible, but certainly never any longer than 24 hours.
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Have you ever sent an organization or company an email and you don't get a response for maybe two to three days?
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That is really poor customer service.
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Respond to them as quickly as possible or customers will go elsewhere.
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Question number five.
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When dealing with a customer complaint, what is the first thing you should do?
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The correct answer is listen carefully to the customer's concerns.
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That is very important.
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You don't get your manager.
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You listen to the customer's concerns.
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Use active listening skills, nodding to show you are paying attention and then ask questions.
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So the best structure to use, and this is great for your interview, by the way, is called the last structure for dealing with customer complaints.
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L-A-S-T.
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L stands for listen to the customer.
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A stands for ask questions.
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S stands for solve the complaint for the customer to their satisfaction.
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And T stands for thank the customer for being a customer and for being patient while you deal with the complaint.
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Question number six.
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A customer asks you a question about a product, but you are unsure of the answer.
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What should you do?
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A. Tell the customer you will find the correct information and get back to them with an accurate answer.
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now someone has said to me before
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when i've asked a question about a product in a store
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that i can look up the information myself online
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that is not the thing to say choose a all the
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time question seven a customer calls to say they haven't heard back about a complaint they submitted
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because the colleague handling it is on leave what should you
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do only one of these is correct d you must take ownership of the issue,
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apologize for the delay, review the complaint and ensure it is resolved to their satisfaction.
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You do not say to the customer, can you call again when your colleague returns?
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Do not say that.
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Eight, once you have successfully resolved a customer complaint, what should you do next?
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This is very important.
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This question features all the time during customer service interviews.
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B, share any lessons learned with your team to help prevent similar issues in the future.
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That is very important.
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Question nine.
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What is the most important skill for someone working in customer service?
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Now, lots of people will get this incorrect, but the correct answer is C, communication and active listening.
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You must be a good listener to customers.
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Ask them questions.
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Be a positive, friendly communicator.
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It's the best skill you can have.
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Question 10.
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What is the best way to build customer trust?
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Be honest, reliable, professional, and always keep your promises.
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If you say to a customer, I will call you back with an answer to your question, make sure you call them back as soon as possible.
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Don't leave them waiting or ignore them.
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And offering discounts can be a good way to build customer trust, but it generally does not lead to long-term loyalty.
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If you are honest, reliable, professional, and you keep your promises, customers will come back all the time.
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So tell me in the comment section how many you scored correct out of 10, and then you need to get this resource.
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You can have this in your inbox within two minutes from now.
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Here's what you will get when you download this package.
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You will get my full set of 50 customer service mock interview questions and answers.
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We have only covered a fifth of what's contained in this brilliant package.
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You will get another 40 sample questions that will help you prepare for your customer service interview.
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You will also get my unique 21 best answers to tough customer service interview questions.
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I will also give you the customer service interview scoring sheet.
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I will tell you how you will be assessed during your customer service interview.
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I will also give you a fantastic answer to the first question, tell me about yourself, that is easy to remember.
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So I will give you an answer for experienced candidates and inexperienced candidates who are applying for their first ever job role.
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And you will also get my 17 best questions to ask at the end of your customer service interview.
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I recommend you choose three questions from the list of 17.
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These questions, all of them, will impress the interviewer.
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And this pack comes with my get hired guarantee.
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That means if you use it and you don't get offered the job, I will refund your payment.
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There is no risk whatsoever.
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my name is Richard McMunn it's been an absolute pleasure teaching you don't forget to subscribe hit the like button
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and you can also connect with me on LinkedIn I have
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put my LinkedIn link in the description below the video thank you very much for watching
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and for listening don't forget to get
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that pack it is formidable it will help you get hired thank you for watching have a wonderful day
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Vocabulary and speaking notes for this lesson
This B1 speaking lesson is built on the video “CUSTOMER SERVICE MOCK INTERVIEW QUESTIONS & ANSWERS”. The speaker keeps coming back to these words: customer, answer, interview, correct, complaint. This video has 257 sentences and 2687 words to shadow. The speech runs for 18:18. The speaker talks at a steady 147 words per minute, a comfortable pace for shadowing. 87% of the words are among the 3,000 most common in English, so the vocabulary is easy to follow. 43 of its 257 sentences are questions, so it is good practice for question intonation and short answers.
Key vocabulary in this video
The 15 most advanced words in the video, with pronunciation and meaning:
| Word | Pronunciation | Meaning |
|---|---|---|
| complaint noun | /kəmˈpleɪnt/ | The act of complaining. |
| timer noun | /ˈtaɪmɚ/ | A device used to measure amounts of time. |
| satisfaction noun | /sætɪsˈfækʃən/ | A fulfilment of a need or desire. |
| mock verb | /mɑk/ | To mimic, to simulate. |
| colleague noun | /ˈkɒliːɡ/ | A fellow member of a profession, staff, academic faculty or other organization; an associate, a workmate. |
| resolve verb | /ɹɪˈzɑlv/ | To find a solution to (a problem). |
| reliable adjective | /ɹɪˈlaɪəbl̩/ | Suitable or fit to be relied on; worthy of dependence, reliance or trust; dependable, trustworthy |
| loyalty noun | /ˈlɔɪəlti/ | The state of being loyal; fidelity. |
| submit verb | /səbˈmɪt/ | To yield or give way to another. |
| apologize verb | /əˈpɑləˌd͡ʒaɪz/ | To make an apology or excuse; to acknowledge some fault or offense, with expression of regret for it, by way of amends |
| rude adjective | /ɹuːd/ | Lacking in refinement or civility; bad-mannered; discourteous. |
| frustrate verb | /ˈfɹʌsˌtɹeɪt/ | To disappoint or defeat; to vex by depriving of something expected or desired. |
| pleasurable adjective | /ˈplɛʒəɹəbəl/ | That gives pleasure |
| responsive adjective | /ɹɪˈspɑn.sɪv/ | Answering, replying or responding |
| unsure adjective | uncertain, ambivalent. |
Phrasal verbs you will hear
| Word | Pronunciation | Meaning |
|---|---|---|
| work through verb | To get past a difficult or stressful situation by thinking or talking about it. | |
| get back to verb | Return to (an activity) | |
| look up verb | /ˌlʊk ˈʌp/ | To have better prospects. |
| come back verb | To return to a place. | |
| get out of verb | To leave, exit or escape from; to become free of. | |
| look through verb | To take a view of the contents of; search in, either with the eyes or by hand. | |
| walk away verb | To withdraw from a problematic situation. |
Sentences worth repeating
Short, complete lines from the video that you can reuse in everyday conversation:
- Which one would you choose for your answer?
- What's the definition of great customer service?
- Which answer will you choose?
- What are you looking for today?
- How can I help you today?
Grammar in this video
The structures the speaker uses most, with the exact words from the video:
| Structure | In the video |
|---|---|
| Conditional sentences if + clause, will/would + verb — a condition and its result | If you get this correct, I will be |
| Present perfect have/has + past participle — a past action that still matters now | has been proven · have worked · have been |
| Passive voice be + past participle — the focus is on what happens, not who does it | has been proven · will be asked · be responded |
| Advice with “should” should + verb — saying what is a good idea | should say · should customer · should do |
Pronunciation to watch
The speaker uses 18 contractions and reduced forms, such as don't, haven't, I'm. Say them the short way, as you hear them.
- The “sh” and “zh” sounds: satisfaction /sætɪsˈfækʃən/, pleasurable /ˈplɛʒəɹəbəl/, expectation /ˌɛk.spɛkˈteɪ.ʃən/, interaction /ˌɪn.təˈɹæk.ʃən/, preparation /ˌpɹɛpəˈɹeɪʃ(ə)n/
- Long words — get the stress right: satisfaction /sætɪsˈfækʃən/, apologize /əˈpɑləˌd͡ʒaɪz/, pleasurable /ˈplɛʒəɹəbəl/, expectation /ˌɛk.spɛkˈteɪ.ʃən/, consistently /kənˈsɪstəntli/
How to practise with this video
- Listen to the whole video once without speaking and note the words you do not know.
- Shadow it sentence by sentence at normal speed, repeating each one until your rhythm matches the speaker.
- Record yourself and compare with the original, paying attention to words like complaint, timer, satisfaction.
What is the Shadowing Technique?
Shadowing is a science-backed language learning technique originally developed for professional interpreter training and popularized by polyglot Dr. Alexander Arguelles. The method is simple but powerful: you listen to native English audio and immediately repeat it out loud — like a shadow following the speaker with just a 1–2 second delay. Unlike passive listening or grammar drills, shadowing forces your brain and mouth muscles to simultaneously process and reproduce real speech patterns. Research shows it significantly improves pronunciation accuracy, intonation, rhythm, connected speech, listening comprehension, and speaking fluency — making it one of the most effective methods for IELTS Speaking preparation and real-world English communication.