SAMPLE INTERVIEW QUESTIONS: • I’m excited to explore a company culture in 6.

Tell me about a difficult situation you’ve faced

line with my personality. and how you handled it.
• I’m ready to take on a new challenge with an This question really asks about your character during
1. Tell me about yourself. innovative company. moments of stress. Think of a time when you faced an
This warm-up is one of the most common job • I’ve aspired to work for this company and impossible deadline, had to choose sides, or
interview questions. It's your chance to make an seized the chance to apply. navigated interoffice turmoil. Explain the problem,
impactful first impression. Be prepared to describe how you stayed calm, and focus on the solution that
yourself in a few sentences. You can mention: 4. What is your biggest weakness? produced a resolution.
• Your past experiences and how they relate When it comes to identifying weaknesses, think about
to the current job 7. Give an example of how you’ve exceeded your
some conflicts you’ve had to overcome. Maybe it’s
• How your most recent job is tied to this new difficult for you to take criticism, collaborate, or make
role requirements.
opportunity public presentations. Take these challenges and While you might be tempted to mention the extra
• Two of your strengths frame them with a solution. For instance, you learned hours, you put in or the additional tasks you take on,
• One personal attribute, like a hobby or an to take feedback to better a project, collaborate to it’s best to showcase your skills with a story. Talk
interest elevate a product’s offerings, or use presentations as about the innovative methods you deployed to revive
This response focuses primarily on your past work a way to build your confidence. a stalled project or roles you filled when your team
experience, with a small dash of your personal life What is a weakness to say in an interview? was downsized.
added at the end. Keep your answer to two to four The key is to acknowledge a weakness but also show
minutes. how you're actively working to improve it or how it can 8. What are your salary expectations?
be a strength in certain situations. Here are some Salary talks can be sensitive, but they’re necessary.
2. Why do you want to work for this company? specific examples you can adapt: Research a competitive salary before you go into your
The answer to this interview question should include Delegation: "I enjoy taking ownership of tasks, interview so you don’t aim too high or low. You can
specifics about the company, so you’ll need to do but I'm working on delegating more effectively as use tools like a Salary Calculator or Salary
some pre-interview research. If, for example, the my workload grows. This allows me to focus on Comparison and Estimator to get baseline
company is known for its collaborative culture, you strategic initiatives while ensuring my team is compensation. Remember to mention years of
could point out successes you’ve had whilst empowered." experience or specific certifications that enhance your
collaborating with a team. Overcommitment: "I tend to overcommit myself value.
Look for company-specific information on its website because I want to help as much as possible. This
and social channels. Pay attention to the company’s sometimes leads to taking on too many tasks at 9. Where do you see yourself five years from
mission statement, values, and the "About us" once. I've been working on setting realistic now?
section. Explore employee-specific posts on social boundaries and learning to say no when Another common interview question concerns your
media to learn about the company’s culture or necessary to maintain a healthy work-life five-year plan. You should promote your commitment
outreach programs. Combine this information with balance." to the company while looking for growth
relatable skills to show your preparedness and Learning new software: "I'm comfortable learning opportunities.
enthusiasm for the company. new technologies, but I can prioritize familiar More specifically, you can craft a response that
tools over exploring new ones. To address this, explores your:
I've set a goal to dedicate time each week to
3. Why are you leaving your current role?
exploring new software relevant to my field."
• Position-related goals
When asked about leaving a previous job, be honest • Potential experiences within the company
but positive. Even if you left a job under trying 5. What do you consider your greatest over the next five years
circumstances, keep your response short and upbeat. achievement? • Possible certifications, skills, or
Here are some suggestions: achievements you might obtain
Your greatest achievement should be something
• I’m looking for a company that better aligns specific, like bringing a new video game to a • Aspirations for growth within the role
with my values.
saturated market despite a lack of resources. Discuss
• I’m excited to find a company where I can a work-related triumph as a way to humbly mention 10. Do you have any questions for us?
grow my career. your achievements instead of listing awards or Typically, this is the last question of the interview, and
• I’ve decided to go down a different career accolades. This achievement should also fall in line it might be tempting to say, 'No. I’m all set.' However,
path. with the company’s mission, goals, or the position’s this question allows you to show your interest in the
• My position was downsized, but I’m looking objectives. position and help you decide if it's the right fit for you.
forward to a new opportunity. Some questions you could ask include:
 • What are the day-to-day tasks involved in Ask your mock interviewer to give you feedback.
this role? Maybe you slouched in the chair, nervously bounced 5. How does our organization offer top customer
• How do you evaluate the progress of this your knees, or got stuck on a particular interview service?
role? question. The person helping you can give you some -I noticed in your job description that your
tips to improve your interview skills. organization has a briefing session every week for
• What ongoing educational or training
customer sales reps, to help your staff refresh their
opportunities could I pursue in this role?
knowledge of your products.
• Where do you see the company in five Sample Interview Questions: Since product knowledge is crucial for customer-
years? facing roles, I would imagine that your customer sales
1. Where do you see yourself in three years?
• How would you describe the company
-Within three to five years, I hope to have moved on reps not only offer top customer service but also can
culture? recommend complementary products and services to
to a customer service leadership position or
managerial role within your organization. Since their customers.
How to prepare for an interview
customer service is a critical element for the success
Before your interview, do a few things in preparation. of each business, I would relish the chance to prove 6. Which skills are required for a customer service
To make a great first impression, research the myself in a more senior role. role?
company, practice your responses to common -Five of the essential skills required to be successful
interview questions, and run through a practice 2. Why is customer service important? What does in a customer service role are problem-solving,
interview. For more specific tips, take a look at this it require? communication, empathy, decision-making, and the
pre-interview checklist: -From my perspective, since customers have a direct ability to adapt to new situations. For me, it’s
Research the company. influence on the growth of a company, it’s vital to important to know how to apply these skills in different
Start your research on the company website. Look serve them well and commit to providing exceptional circumstances.
over the company mission statement, values, and customer service. For example, using empathy is vital for defusing a
company history. Next, check Google News for any What’s also crucial for an organization is customer tense situation or when a customer is dissatisfied with
articles that include the company. Comb through the retention, which a business can achieve by helping a service, and decision-making skills are essential for
company’s social accounts, paying particular attention customers make full use of the products or services deciding which actions I need to take to resolve the
to the product- or employee-related posts. Also, read they purchased. Going the extra mile helps both issue.
the LinkedIn profiles of the company’s key players acquire new customers and retain existing ones.
and, if possible, the profile of your hiring manager. 7. What does empathy mean in the context of
Understand company work culture. 3. Has there ever been a time in which you’ve customer service?
experienced bad customer service? What would -For me, empathy doesn’t only involve apologizing
Take some time to learn about the company culture when you’ve made a mistake. In the context of
by looking at employee photos on social media and you have done to improve it?
-At one occasion, a customer service agent failed to customer service, building relationships is key, and it
checking out the company's news coverage. You involves striving to always understand customers and
might see team-building events on its Facebook Page apologize after keeping me on hold for 45 minutes
and transferred my call to different departments, get to the bottom of the issue they’re facing.
or news coverage of a recent fundraiser, which can
help you understand the culture. You can also check twice.
If I was in their position, I’d have shown empathy 8. How would you define customer delight?
for employee testimonials on business rating -Customer delight enables you to enhance customer
platforms like Glassdoor. straight away, apologized for the delay, and would
have tried to resolve the issue personally instead of loyalty and retention, but it actually goes beyond
Prepare your answers. these points: loyal customers can become your brand
transferring the call.
Take some time to review the most common interview ambassadors if you offer them a truly rewarding
questions and practice your answers. You don’t want 4. Can you describe an example of a situation experience. This is why customer delight is more than
to sound rehearsed, so write down a few bullet points where you provided exceptional customer customer satisfaction, and one of the best ways to
for each question and talk through them a little service? achieve it is to create a memorable, unique
differently each time. -On one occasion, a customer wanted to return a experience. This can be done in many different ways,
Practice the interview. product because it was faulty. I handled the situation such as, perhaps, by sending a thoughtful,
Ask a friend or family member to role-play with you. by apologizing and offering them the option of a full personalized email or a gift.
Go through the standard interview questions, and refund or a replacement product as per our store’s
practice your greeting and exit. Wear the outfit and policy. I showed empathy from the very beginning and 9. What are some essential phases of the
shoes you plan to wear during the practice to ensure the customer accepted the full refund. They were customer journey?
you’re comfortable. satisfied with the outcome and a few days later -During the customer journey, the customer
Ask for feedback. returned to make another purchase. transitions through four phases—initially, they are a
prospect, they then become a customer, following
which they become a loyal customer, and finally, a -I strive to continually improve my customer service parameters of our organization or store policy, I would
brand advocate. skills and I take negative feedback very seriously. propose it to them.
In my previous role, I was responsible for searching a If there were no viable solutions I could offer and the
8 customer service interview questions about database to find appointments for dental patients. On customer was still unhappy, I would diffuse the
empathy and communication one occasion, no appointments were available for the situation, explain why, and discuss with them the
Empathy and communication are specific sub-skills next few weeks, so it took some time to fit a patient alternative options.
that candidates for customer service roles need to into the busy schedule. They weren’t happy with that.
have in order to excel. When I received their negative feedback, I resolved to 7. Have you ever had to de-escalate a situation
Ask the following eight questions to learn whether explain to them the alternative options they might involving a difficult client? Which techniques did
your candidates have these critical customer service pursue to receive dental treatment sooner than that you use?
sub-skills and whether they have used them in similar and assured them that the moment we have a -To de-escalate a heated situation, I use active
contexts as what the role requires. cancellation, I would contact them immediately to listening skills throughout my interaction with the
offer them that appointment. customer. I recognize the importance of dealing with
1. Can you describe a situation in which you had situations fairly and confidently, so I begin by getting
to serve a difficult customer? Which approaches 4. Have you ever found it challenging to interact to the problem’s cause and then breaking it down into
did you use to deal with the situation? with a customer because you didn’t understand smaller issues.
-A customer was significantly dissatisfied with the their request? If the complaint is made over the phone, I avoid
drink they were served at a bar. They had asked for a -Although I always try to solve customers’ queries putting customers on hold, as I know this can only
non-alcoholic beer and were served a beer that myself, on one occasion, I had to seek advice from a escalate the tension further.
contained alcohol. I realized the mistake when I colleague. I’m always sympathetic to clients that might not
approached him to check whether he was happy with A dental patient of ours did not speak English, and we receive a solution to the problem and apologize if it’s
the service. were not permitted to offer them treatment since they not possible to provide them with the exact solution
The customer explained that he didn’t drink alcohol would be unaware of the treatment they would be they were looking for. To resolve the problem, I then
and that he was served an alcoholic drink. I sincerely getting. I double-checked this with my colleague, who offer other options that they might choose from.
apologized for the mix-up, offered a replacement confirmed this.
drink, and empathized with him, showing him I fully I then had to call the patient’s emergency contact, 8. Can you describe a situation where you had to
understood his frustration. who spoke English. I showed empathy when talking communicate with others on your team to resolve
I spoke with my manager and we decided to offer the with the contact, explaining that she would have to be an issue or a complaint?
customer a second non-alcoholic drink for free. The present at the surgery so that we could proceed with -In one situation, I had to communicate with a team
customer left the bar satisfied. treatment. I offered her a few convenient time slots, member in the retail warehouse because a customer
and weeks later, the treatment was complete. The was mistakenly told that a product was out of stock.
2. Can you describe a time when you delivered emergency contact even gave us a positive review! Since I had seen earlier that there were still some
excellent customer service? What was the impact products available, I had to communicate quickly and
of your interaction with the customer? 5. Have you ever refused to offer a service to a clearly to satisfy the customer and help her purchase
-I had the responsibility of checking whether other client due to a company policy? the product she was looking for.
retailers in different zip codes had specific products in -An important client wanted to use a promotion code In the end, although she had waited 15 minutes, she
stock that customers were looking for and that we that had expired half a year ago. Unfortunately, I had purchased the product and left the store satisfied as I
didn’t have at the moment. On one occasion, a to decline the request. However, I approached the offered her a coupon code to use on her next
customer was very disappointed that the perfect situation with empathy and explained that I fully purchase.
sweater wasn’t in stock. I showed empathy and asked understood the client’s frustration.
if she wouldn’t mind waiting for a few minutes while I I then gave them information on our upcoming 6 problem-solving customer service interview
checked other stores. promotions they could use on their next purchases. questions
I called six other stores and tracked one down that Solving problems is a key component to delivering
had the sweater! She was delighted and later gave us 6. How would you handle a situation in which a exceptional customer service, especially when
a 5-star review on Google Maps. client who hasn’t gotten the support or service dealing with difficult customers.
they needed from several other businesses
3. Has there ever been a situation in which you or comes to you for a solution? 1. Have you ever been in a situation where you
a past organization received a negative review or -My first step would be to listen to the complaint were unsure how to assist a customer? What
feedback from a customer? How did you actively. I would then empathize with the client and steps did you take to find the right solution to
respond? express how frustrating the situation must be for their problem?
them. If I could offer a viable solution within the
-An unexpected flight delay meant that our staff was -Based on my knowledge of your organization, I solving problems and collaborating with teams to
unable to inform the passengers exactly when the would propose different methods to personalize the achieve results. I’m someone who thrives in dynamic,
flight would arrive. customer experience and offer a product fast-paced environments, and I’m constantly looking
I was unsure how to resolve the problem but started recommendation option for your e-commerce store
for opportunities to learn and grow. Outside of work, I
by empathizing with dissatisfied passengers. I based on your customers’ preferences.
sincerely apologized and explained that the moment enjoy [personal interests] which help me maintain a
we had news, we would inform them about the flight’s 5. What would you do if a satisfied customer balanced life.
progress. recommended your product or service to another
After communicating with the manager, we then customer, who, after using it, was disappointed? 2. Why are you interested in working at
offered the passengers complimentary sandwiches -I would begin by empathizing with the customer and Cognizant?
and water. We continued to provide regular updates apologize that they had had a poor experience with
on the details of the flight as we received them. the product. Throughout the customer interaction, I Sample Answer: I’ve always admired Cognizant’s
would try to determine the root cause of their problem reputation for innovation and delivering cutting-edge
2. Can you tell me about a time that your product with our product by asking clarifying questions. solutions to clients across industries. The company’s
or service has caused an issue for a client? How I would then actively listen to the feedback they commitment to digital transformation and its focus on
did you handle the situation, and what was the provide and assure them that I would pass their
empowering employees through continuous learning
outcome? comments on to senior management. I would then
-Several customers had returned to our store to work with them to improve their experience based on really resonates with my professional values.
describe a similar problem: they couldn’t hear the their feedback and specific needs. Additionally, I’m excited about the opportunity to work
music they were playing through our noise-canceling I would offer the customer the option of returning or with diverse teams and contribute to the company’s
headphones. I was aware that the issue was a replacing the product if they were still dissatisfied. mission of helping clients achieve their business goals
technical problem that had affected a whole batch of using technology. I see Cognizant as a place where I
our products, and our team had held a meeting about 6. Have you ever experienced a customer service can grow both personally and professionally.
the issue. issue that required a creative solution?
I handled one customer’s complaint by first -In a previous role, I had a client who was visibly 3. What do you know about Cognizant and its
empathizing with them. The customer was unsure angry and wanted to return an item and get a full
culture?
whether the fault was his, so I mentioned that since refund. But they had lost the receipt. As I was in
the issue was technical, he could swap his charge of returns, I handled the situation by Sample Answer: Cognizant is a leading global
headphones for a new set or choose to have the acknowledging their frustrations and emphasizing that
money refunded. He chose to swap the headphones I understood how they must be feeling. professional services company that provides digital,
and left the store satisfied. I used active listening skills to fully understand why technology, consulting, and operations services. The
the customer wanted to return the item and explained company has a strong focus on helping clients
3. Have you ever made an error when trying to that the store policy does not allow for refunds without achieve digital transformation through innovative
solve a problem for a customer? What would you the receipt. I offered the customer an alternative solutions. Cognizant’s culture is known for being
do differently to handle the error now? option, a store credit that was the equivalent value of collaborative, inclusive, and empowering, with a
-When a customer requested a personal cake delivery the refund. The customer left the store in a much
strong emphasis on learning and development. I
service from our bakery and we accidentally mixed up better mood.
their order with the order of another customer, we appreciate the company’s commitment to giving back
received two phone calls, one from each customer, Cognizant HR Interview Questions and Answers to communities and creating a positive social impact.
explaining that they received the wrong order. From what I’ve gathered, the workplace is dynamic,
I had to communicate with each customer, actively Some of the common HR interview questions to values-driven, and fosters creativity and teamwork.
listen to them, and show empathy. Once I realized the expect at the Cognizant are:
mix-up and apologized to them, I addressed the issue 4. How do you handle working in a fast-paced and
by re-delivering the orders along with some free iced 1. Tell me about yourself. dynamic environment?
cupcakes. Both were happy with the outcome: one
gave us a positive review on our Facebook page, and Sample Answer: I’m a [your profession/degree] with Sample Answer: I thrive in fast-paced environments
the other one came to the bakery in a few days to buy a strong background in [relevant skills or industry]. because I enjoy the challenge of managing multiple
another cake. Over the past few years, I have developed expertise tasks and priorities. My approach is to stay organized,
in [specific skills or technologies], particularly focusing set clear priorities, and focus on delivering results
4. Are there any steps that you would take to
improve customer service at our organization? on [specific focus areas]. I’m passionate about while remaining adaptable to change. I also make
[specific areas of interest], and I’ve always enjoyed sure to communicate effectively with my team, which
helps prevent misunderstandings and keeps everyone as needed, depending on the situation. To foster 11. How do you stay motivated and engaged in
aligned on key objectives. By staying calm under collaboration, I encourage a positive and respectful your work?
pressure and maintaining a proactive mindset, I’m environment where everyone feels comfortable
able to navigate complex situations and meet sharing their ideas. Sample Answer: I stay motivated by setting both
deadlines without compromising on quality. short-term and long-term goals and focusing on the
8. What do you consider your strengths and impact of my work. I enjoy challenges, so I seek out
5. Describe a time when you faced a challenging weaknesses? opportunities to tackle new problems and improve my
situation at work and how you resolved it. skills. Additionally, I value recognition, but I find
Sample Answer: My key strengths include my ability intrinsic satisfaction in knowing that I’m contributing to
Sample Answer: In a previous role, I was working on to problem-solve creatively, my strong communication the success of the team and organization. Keeping a
a project with tight deadlines when we encountered a skills, and my adaptability in dynamic environments. positive attitude, celebrating small wins, and staying
significant technical issue that delayed progress. I I’m also highly organized and committed to curious also help me maintain high engagement in my
took the initiative to bring the team together for a continuous learning. As for weaknesses, I tend to be a work.
brainstorming session, where we identified the root perfectionist at times, which can sometimes slow me
cause and came up with a revised plan. We broke down. However, I’ve been working on balancing 12. What are your long-term career goals and how
down the problem into manageable tasks and attention to detail with efficiency by setting more do you see yourself growing within Cognizant?
delegated them based on team members’ strengths. I realistic expectations and focusing on delivering
also communicated regularly with stakeholders to quality work on time. Sample Answer: My long-term career goal is to take
manage expectations. In the end, we resolved the on increasing responsibility in [specific role or field], to
issue ahead of the revised deadline and delivered the 9. How do you handle feedback and criticism from become an expert in [specific area]. I see myself
project successfully. supervisors or clients? growing within Cognizant by leveraging the
company’s focus on continuous learning and
6. How do you prioritize your tasks and manage Sample Answer: I view feedback as an opportunity development. I’m eager to take on challenging
your time effectively? for growth. When I receive constructive criticism, I projects that will help me expand my knowledge and
listen carefully, ask clarifying questions if needed, and leadership abilities. In the future, I hope to contribute
Sample Answer: I prioritize tasks by first focus on how I can improve. I always appreciate when to the company’s strategic initiatives, working closely
understanding their urgency and importance, aligning feedback is specific and actionable because it helps with clients and teams to drive innovation and
them with my long-term goals and the project’s me make tangible changes. If there’s ever a situation success.
objectives. I use time management tools, like task where I disagree with the feedback, I approach it with
lists and project management software, to stay an open mind, engage in a respectful conversation, 13. Why do you want to join Cognizant?
organized. I also break larger tasks into smaller, more and work collaboratively to find common ground and a
manageable steps. If something urgent comes up, I path forward. I'm excited about the opportunity to join Cognizant
reassess my priorities and adjust my schedule because of its reputation as a leader in technology
accordingly. I believe in maintaining flexibility, but 10. Tell me about a time when you demonstrated services and consulting. I admire the company's focus
always with an eye on the bigger picture to ensure I’m leadership skills. on driving digital transformation for clients across
making the best use of my time. various industries, and I believe that my skills and
Sample Answer: At my previous job, I was asked to expertise could contribute to these innovative
7. How do you handle working in a team and lead a cross-functional team on a high-priority project solutions. Additionally, Cognizant's emphasis on
collaborating with others? with tight deadlines. There were different perspectives fostering a collaborative and inclusive culture aligns
and some conflicts regarding how to approach the with my own values. The chance to work alongside
Sample Answer: I enjoy collaborating with others work, so I facilitated several meetings to encourage talented professionals on cutting-edge projects and to
because it brings diverse perspectives that lead to open dialogue. I ensured that team members had the help businesses navigate complex challenges.
better solutions. I believe in clear communication, resources and support they needed and delegated
active listening, and being open to feedback. In team tasks based on each person’s strengths. By
settings, I ensure that everyone’s voice is heard and maintaining clear communication and keeping the
that we’re all aligned on goals and timelines. I’m also team motivated, we were able to complete the project
comfortable taking on leadership or supportive roles on time and exceed client expectations.