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Customer Retention Interview Questions

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1,363 customer retention interview questions shared by candidates

3 role play questions: The main one was what if the customer wanted to cancel the service because their pet was not covered on the policy for the issue it was having..what would you do to assist that customer the best way possible, kind of a loaded question because if they are not covered, they are simply not covered.
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Retention Specialist

Interviewed at Trupanion

3.2★
Nov 17, 2021

3 role play questions: The main one was what if the customer wanted to cancel the service because their pet was not covered on the policy for the issue it was having..what would you do to assist that customer the best way possible, kind of a loaded question because if they are not covered, they are simply not covered.

I want to give a super comprehensive explanation of my interview process. This was for the inbound customer service role and the outbound retentions role. Practice these questions regardless of the customer service position you’re applying for. 1. I sent the application off to DLG. They got back to me quickly inviting me to take a video interview (I hate video interviews). I took it and this is what was asked: 1. Why did you apply to DLG and not it’s competitors? 2. Tell us a time you faced a challenge at work. 3. Tell us a time you received excellent customer service and why? 4. Tell us a time you met a deadline or target. 5. Why did you apply to this role? In person interview. This entire process lasted 1.5 hours. First there’s an interview with a TL. They asked me the following: 1. Tell me about your most recent experience, he then went through the CV with me. 2. Tell me a time you had difficulty with a team member. 3. Tell me a time you influenced someone. 4. Tell me the best customer service youve delivered. 5. Tell me a time you had to sell someone something. 6. What are the impacts of good customer service. 7. Tell us a time you worked as part of a team. 8. What are your career aspirations? 9. Why DLG and why this role. What do you understand about the company?
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Retentions Consultant

Interviewed at Direct Line Group

3.6★
Mar 6, 2019

I want to give a super comprehensive explanation of my interview process. This was for the inbound customer service role and the outbound retentions role. Practice these questions regardless of the customer service position you’re applying for. 1. I sent the application off to DLG. They got back to me quickly inviting me to take a video interview (I hate video interviews). I took it and this is what was asked: 1. Why did you apply to DLG and not it’s competitors? 2. Tell us a time you faced a challenge at work. 3. Tell us a time you received excellent customer service and why? 4. Tell us a time you met a deadline or target. 5. Why did you apply to this role? In person interview. This entire process lasted 1.5 hours. First there’s an interview with a TL. They asked me the following: 1. Tell me about your most recent experience, he then went through the CV with me. 2. Tell me a time you had difficulty with a team member. 3. Tell me a time you influenced someone. 4. Tell me the best customer service youve delivered. 5. Tell me a time you had to sell someone something. 6. What are the impacts of good customer service. 7. Tell us a time you worked as part of a team. 8. What are your career aspirations? 9. Why DLG and why this role. What do you understand about the company?

Cox Communications is a strong devotee of the "STAR" method of answering Behavioral interview questions in a highly structured manner by describing a specific Situation, Task, Action, and Result of the situation that you are discussing. Behavioral interview questions are questions about specific situations in your past experience and how you handled them or behaved. In this approach, the manager interviewing you assesses your answer to see if you are capable of taking proper initiative and action should a similar situation take place at Cox. The manager is not looking for a simple "yes" or "no" response, but rather wants you to tell a detailed story on how you performed with the focus on "you", specifically, and not "we" or "your team". Situation: An event, project, or challenged faced Task: Your responsibilities (based on your job function) and assignments for this situation. Action: The specific steps or procedures that you took to remedy, or rectify this situation. Result: The results or outcome of your actions taken. Here are ten Cox STAR behavioral questions: (there are some that can give the perception of overlap but appearances can and are deceiving - it means that this is important to them). Tell me about a time you had a conflict at work? Can you describe a stressful situation and how you handled it? Can you detail a mistake you made and how you reacted to it? Tell me about a time when you performed well under enormous pressure. Have you ever dealt with a sticky situation involving another department? Give me an example of a goal or a performance measurement objective that you met. Give me an example of a goal or objective that you could not meet and how you handled it. Tell me about a time when you had to placate an unsatisfied customer or client. Describe a time when you went "above and beyond". Have you ever had a disagreement with an immediate supervisor? (this last question is a big one in that both interviewers paid extraordinary attention to my response which demonstrated just how insecure they were in their current role as leaders)
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Customer Retention Specialist

Interviewed at Cox Communications

3.9★
Sep 9, 2019

Cox Communications is a strong devotee of the "STAR" method of answering Behavioral interview questions in a highly structured manner by describing a specific Situation, Task, Action, and Result of the situation that you are discussing. Behavioral interview questions are questions about specific situations in your past experience and how you handled them or behaved. In this approach, the manager interviewing you assesses your answer to see if you are capable of taking proper initiative and action should a similar situation take place at Cox. The manager is not looking for a simple "yes" or "no" response, but rather wants you to tell a detailed story on how you performed with the focus on "you", specifically, and not "we" or "your team". Situation: An event, project, or challenged faced Task: Your responsibilities (based on your job function) and assignments for this situation. Action: The specific steps or procedures that you took to remedy, or rectify this situation. Result: The results or outcome of your actions taken. Here are ten Cox STAR behavioral questions: (there are some that can give the perception of overlap but appearances can and are deceiving - it means that this is important to them). Tell me about a time you had a conflict at work? Can you describe a stressful situation and how you handled it? Can you detail a mistake you made and how you reacted to it? Tell me about a time when you performed well under enormous pressure. Have you ever dealt with a sticky situation involving another department? Give me an example of a goal or a performance measurement objective that you met. Give me an example of a goal or objective that you could not meet and how you handled it. Tell me about a time when you had to placate an unsatisfied customer or client. Describe a time when you went "above and beyond". Have you ever had a disagreement with an immediate supervisor? (this last question is a big one in that both interviewers paid extraordinary attention to my response which demonstrated just how insecure they were in their current role as leaders)

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