Customer service roles always attract a broad mix of applicants so asking the right questions at interview is key to ensuring the best fit for your business. Many candidates will offer relevant and deep customer service experience, which will mean you can simply run through the CV and discuss the candidate’s experience. <\/p>\n\n\n\n
In the\nmajority of cases, candidates will have a good idea as to what makes good\ncustomer service. In some instances, candidates may offer transferable skills;\nkeen to progress their career in a customer service role from another\nspecialism. Alternatively, you may receive applicants from talented graduates\nor from young people with very limited experience but with good potential and\nboundless enthusiasm. <\/p>\n\n\n\n
Whatever\nthe background of the candidate, you will have shortlisted them for a good\nreason, so it is vital to follow a consistent and transparent process to ensure\nthat each applicant has the opportunity to perform well at interview. <\/p>\n\n\n\n
Whilst many\ncustomer service roles will have similarities in scope and in the personality\nof the ideal candidate, your business will have nuances that need to be\nconsidered. Ensure that you factor these into the questions you ask of\ncandidates. <\/p>\n\n\n\n
One of the\nmost common questions asked at a customer service related interview is simply:\nwhat makes good customer service? This is usually a key indicator as to the\ncandidate\u2019s understanding of the key requirements of the role. The hope is that\nyour candidate will focus upon the needs of the customer, ensuring their\nsatisfaction and thus the chance of repeat business. Deeper answers will\nconsider how consistently this service is delivered, the need for teamwork,\nquality of product, reliability and value. <\/p>\n\n\n\n
Even the\nmost experienced interviewee can feel nervous, or perhaps not perform at their\nbest in an interview situation. One way to ensure that candidates are given the\nopportunity to share solid examples of their experience is to ask\ncompetency-based questions. For example, \u201ccan you share an example of a time\nwhen you have effectively dealt with a customer complaint?\u201d Some candidates may\ngive generalist answers, vague or not specific to a real example. The best\nanswers will follow the STAR method: Situation, Task, Action and Result. It\nwill be concise, with a description of their specific contribution to the\nsituation and of course conclude with a positive outcome. <\/p>\n\n\n\n
Your\nspecific business will have specific focal areas, however, all customer service\nstaff must be good problem solvers; they must be efficient and they need to\nwork quickly with accuracy. Communication skills (specifically listening!) are\nkey, as is excellent awareness of the product or service. Questions can be\ndirected to each of these competencies. <\/p>\n\n\n\n
Whether the\ncandidate is highly experienced in customer service roles or brand new to the\ndiscipline, you will always be looking for potential hires that exhibit the\nbest attitude. Customer service professionals need to be passionate, flexible,\nenergetic and positive. The content and delivery of the responses to each and\nevery interview question should identify whether the candidate possesses the\nrequisite soft skills and attitude.<\/p>\n","protected":false},"excerpt":{"rendered":"