It’s one thing to know what qualities you want in an employee. It’s quite another to know how to identify them while interviewing.
Today, we’d like to offer you a little help! In an earlier post, we covered the qualities you should look for when hiring CT customer service representatives. But just how, exactly, do you identify those qualities? It starts with asking the right customer service interview questions. Here is a list of our recruiters’ favorite questions for identifying customer service superstars:
Passion.
Look for evidence that a candidate is enthusiastic about helping people and solving their problems.
- What have you done to improve your customer service skills?
- What do you enjoy most about working in customer service?
- What attracted you to the field of customer service?
Empathy.
Determine whether or not the job seeker can put himself in the customer’s shoes.
- Tell me about an occasion when you were unable to help the customer with his problem. What was the issue, and how did you handle the situation? (See whether the candidate explains the problem from the customer’s perspective.)
- What does good customer service mean to you? (Again, look for an understanding of the customer’s viewpoint.)
- If a customer points out a known problem with your product, what do you do?
Communication skills.
Identify individuals who are both articulate and good listeners.
- How do you determine what a customer really wants or needs?
- Explain a multi-step solution you provided for a customer. (Look for logical thinking and a clear explanation.)
- In what areas are you truly an expert? (This has less to do with experience, and more with the candidate’s ability to clearly explain how and why they’re an expert at something.)
Problem-solving abilities.
Look for evidence of the candidate’s ability to diagnose problems, overcome objections.
- If you were faced with a technical product question or difficulty in which you aren’t well-versed, what would you do?
- Under what circumstances would you escalate a customer’s query or problem to your supervisor or boss?
- Describe a time when you transformed an unhappy customer into a raving fan.
People skills.
Find candidates who are attentive, calm, respectful and courteous – to defuse tough situations and focus on resolution.
- How do you deal with extremely irate customers?
- If a customer provided you with severely negative feedback or stinging criticism about your product or service, how would you handle it?
As you know, CSRs are a vital part of your business. So take care when hiring them! Use these questions to identify customer service superstars who can effectively solve your customers’ issues and positively represent your company, every day.
With over 40 years of experience, A.R. Mazzotta has the resources, skills, and processes to help you hire the best customer service reps in Connecticut. Whether you need to find a single CSR temporary for a day or to hire an entire customer service department, we’re ready to help. Contact us today.