SituationalTechnicalProblem Solving

Can you share an experience where a customer reported a technical issue that you were unfamiliar with? How did you handle it, and what was the outcome?

Customer Service RepresentativeCustomer Experience Lead

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Behavioral
  • Can you share an experience where a customer reported a technical issue that you were unfamiliar with? How did you handle it, and what was the outcome?
  • Describe a situation where you encountered a technical problem raised by a customer that was outside your expertise. What steps did you take to resolve it?
  • What’s a time when a customer brought up a tech issue you didn’t know how to fix? How did you figure it out?
  • Did you ever face a time when a customer asked about a technical problem, and you had no clue at first? What did you do next?
  • Can you think of a time when you had to deal with a technical issue that you had no knowledge about? How did you handle it, and what happened?
  • How do you handle it when a customer comes to you with a tech problem, and you don’t have an answer right away?
  • How do you handle it when a customer describes a technical problem that’s completely unfamiliar to you?
  • What’s your process when you encounter a customer problem that you’ve never seen before?
  • Let’s say a customer raises a technical problem, and you don’t immediately have the knowledge to help them. How would you manage the situation?
  • Imagine a customer contacts you with a technical issue that you’re unfamiliar with. How would you go about solving it?
  • Tell me about a time when a customer was reporting a technical issue that you didn’t know the answer to. What was your approach, and how did it end up?

Interview question asked to Customer Service Representatives and Customer Experience Leads interviewing at Impala, Peloton, NortonLifeLock and others: Can you share an experience where a customer reported a technical issue that you were unfamiliar with? How did you handle it, and what was the outcome?.