There are so many ways you can approach an interview. For customer service professionals, there are just a few things that are essential to the job, so how can you ensure you’re asking the right questions to hire the best and brightest CSRs. One of the best tools you can have in your toolbox is an understanding of behavioral interview questions. These dig into their experience and personality and uncover their strength as a candidate. Here are some ways to ask situational questions to determine who you should hire.
Tell Me About a Time You Helped a Dissatisfied Customer
Every customer service manager knows that the heart of a lot of CSR jobs is how to handle dissatisfied customers. And a good CSR knows how to defuse a situation and make the customer more comfortable if not convert them into a true fan. You want to hear them tell you how they’ve worked with unhappy customers in the past and the kinds of outcomes they achieved.
Tell Me How You Improved a Service Your Last Company Provided
You also want to hire individuals who make a positive difference. There are always processes that can be improved, and it’s valuable to have a new perspective when you hire someone. Allow them to showcase something they did in the past that added value to their previous employer. This will show you the kind of things they’re capable of doing on the job for you.
What Do You Do If You Don’t Know the Answer to the Question?
Your CSRs should know that providing a wrong answer can have worse consequences than not answering at all. You want to know that you’re hiring someone who will take the time to find the right answer rather than doing what’s most comfortable. Let the candidate tell you how they would handle a situation where they didn’t know the answer to a customer’s question and where they might go to find out what they need.
The Customer Isn’t Always Right, But How Do You Handle That?
Our culture has created this mythology that the customer is always right. But there are occasions where the customer is not right, and your CSR will need to set them straight and maintain a positive connection to solve the problem. How would this potential employee handle a situation where the customer isn’t right?
Why Do You Want to Work for Our Company?
Lastly, you want to know if this person is genuinely interested in working with your company and not just any job. You may notice this from the level of research they did ahead of time to prepare for their interview. So just ask them flat out. If they stumble over their reason, provide a canned answer, or can’t tell you what makes them interested, they may not be a good long-term fit for your organization.
Are you looking for talented customer service professionals to hire at your business?
CornerStone Staffing has experienced and talented CSRs ready to go to work for you. Request an employee or contact us today.