We've all been there. Fed up with a service or product that we paid good money for. You call the customer service phone number and play Customer Service Representative Roulette, hoping your call lands on someone who is understanding and can help you resolve your issue. If you are unlucky and get a representative who is not either of those things, your feelings towards this particular company will sour.
That's why customer service representatives are so important to a company's image. For some companies, the only interactions with the clients are through these individuals. Customer serivce representatives need to be confident, calm, patient and knowedgeable of their company's products and services.
If you are a hiring manager, here are 4 great interview questions to ask customer serivce representatives to make sure you get the right person for the job:
1. Tell me about a time you had to respond to a difficult or challenging customer request? How did you respond, and what was the outcome?
Asking this question will help you find out if this candidate has maintained a calm presence during past challenging customer interactions. Can they keep confident focus on meeting customer needs while maintaining the company standard? Find out their methods of dealing with stressful situations.
2. What strategies do you use to build customer relationships?
This is a great question to discover how a candidate will develop relationships with customers and if they would be open to creating opportunities to know customers personally and make them feel appreciated.
3. Describe a time you went above and beyond for a customer request?
It is important to ask this question to discover if the candidate has or would strive to exceed expectation or would do more than what was requested. Would this candidate go out of their way to meet special customer needs?
4. How do you build trust with customers?
Trust is something companies love to foster with their customers. Find out a candidate's approach to building trust or how they would prioritize the steps of building trust. Does the candidate give honest examples of having a solid and selfless customer first attitude?
These are just a few of the great questions you can use when interviewing a customer service candidate. Please share your go-to questions with us in the comments.