3 Interview Questions for Hiring Great Customer Service Reps
Unlike several other interviews, the interviews for customer service representatives are focused more around behavioural analysis. In this particular arena, it is important to note one point and that is the interviewer will be completely focused on testing the patience level of the applicant, empathy, and people skills.
Customer service departments initiate retention rates and constancy in business. So, it is very much essential for HR teams and business owners to make sure that the call centres or customer service departments are staffed with representatives of highest calibre.
Some of the interview questions are designed for customer service reps to understand customer service role in organization. Few are designed to target special scenarios, which even experienced customer service reps find it tricky to answer.
Here are some non-exhaustive questions that the interviewer is likely to ask the applicant about the roles based on customer service.
- Tell me about your dedication towards helping the customer
It is one of the common questions that employers ask. Employers expect the applicants to narrate their experience summary and explain how they handle customers in tough conditions. Experience summary includes explaining about your dealing with happy customers, and helping them solve their issues in a diplomatic way. By answering the customer queries in a successful way, the interviewer confirms that the applicant is pretty strong in customer service ethic.
- How to deal with an unhappy or annoyed customer
In customer service role, you may repeatedly face angry and irate customers every now and then over phone. Dealing with angry or annoyed customers is not a cake walk for customer service representatives. During the interview, the interviewer needs the right kind of answer from your side and he will analyse your patience level.
In this particular job role, patience is one of the most prized commodities. People who lose their cool will not survive in customer service jobs for longer duration.
Whenever you come across this question, you should be able to display your patience in front of the interviewer and convince him that you can deal irate customers.
3) How do your prioritize your daily schedules and customer complaints?
Here, the interviewer expects the applicant to be good in managing time. Customer service role is pretty busy and the job role of the service representative is fast-paced. Time management is the key role here to manage customer requests and daily schedules.
In the customer service role, there may be a bad day for you when there will be number of requests from different customers. It is left to employees’ skill to take the request and resolve them priority wise. The interviewer analyses the answers received from job-seekers and looks into sense of time management from the applicant.
Finally, to make the judgement, the hiring manager attempts to listen to applicant’s answers and watch out his interpersonal skills, and ability to stay calm in tense situations.
Customer service representatives should have very good diplomatic skills like patience and tact. If you are an UK resident and looking for Customer Service Jobs Leeds, you can consider the careers at Randstad.
Mitchel Gold has been a business consultant and hiring manager since past 20 years. He is specialized in customer support, relationship management, and project delivery.