Discover the True Candidate
Interviewing for customer service roles is a critical aspect of the hiring process. It can help ensure you hire the best talent for your team and company.
Interviewers must make sure they get answers that will help them determine if the candidate can provide the excellent customer service the company needs for business growth:
- 95% of customers say their brand loyalty depends on customer service
- 92% of customers would stop buying a product or service after poor customer service
If done correctly, interviews can be a key part in finding talent you need. If done incorrectly, you may make the wrong hire, or miss out on a great one. Here are some key questions you must ask to ensure you hire the best candidates for your customer service job openings.
Technical Knowledge and Experience
To provide quality customer service, understanding of complex technical aspects is a prerequisite. Assessing these skills will help in finding an employee with strong customer service skills and technical knowledge. Some great questions include:
- “What type of software or devices have you used before?”
- “How do you feel about learning new technical tools?”
- “Do you have any previous experience with software or hardware?”
Such questions will help clarify how knowledgeable and experienced a candidate is, and their willingness to learn and adapt to new technology, processes, and regulations.
Personality and Cultural Fit
Personality and cultural fit are important because they determine how well the candidate will fit in with your existing team. You’ll want to employ someone with the personality to compliment your current employees. Questions to ask to ascertain cultural fit include:
- “What is your favorite customer service experience?”
- “What are three qualities you feel are necessary to succeed?”
- “How would you describe your personality?”
- “What do you think separates a good customer service representative from a great one?”
- “How would your friends describe you as a person?”
Use questions like these and discover what you need to know about your candidate.
Ambition and Motivation
You should always ask candidates about their ambitions and motivation. It is important to know what motivates them, and how they want to grow in your company. Motivated employees put in the effort that makes a real difference to productivity. What should you ask? Try these questions:
- “What do you like about your current job?”
- “What are you passionate about?”
- “What are your strengths?”
- “What do you want to be doing in five years?”
- “If you could only work in one type of job for the rest of your life, what would it be?”
- “What’s your ultimate career goal?”
Their answers should give you a sense of what motivates them and what they are looking for from the role.
Understanding of the Role and the Company
A customer service specialist is responsible for making sure that your customers are happy and satisfied. The role requires an individual to be assertive, empathetic, and a problem solver.
These questions will help you discover if the candidate fully understands their role individually and within the team and company:
- “Which skills are important for this role?”
- “How does one provide customer service in today’s world?”
- “What does it mean to provide excellent customer service?”
- “What is your favorite part about being a customer service agent?”
- “Do you have any experience dealing with angry customers? How did it go for you?”
A great candidate will have done their research on the job description, and may even have questions for you about the role.
Checking for Resume Accuracy
Many people embellish the truth about their qualifications, job history, or achievements. To help verify a candidate’s resume, ask:
- “What are your greatest achievements?”
- “How did you perform at your previous job?”
- “Can you tell me about the employment gap in your resume?”
This will help you find out if their qualifications and background match with what they say on their resume.
Interview the Most Promising Candidates for Customer Service Jobs
Asking the right questions in an interview can make a huge impact on weeding out poor candidates and unveiling talented and well-matched future company assets.
At Lakeshore Talent, we make sure you’re only presented with candidates who share your company passions, and can provide the skills you need to excel. Contact us today and discover for yourself the individuals you need for your customer service jobs.