Summary of Qualifications for Customer Service Jobs

Whether it is performed over the phone, face to face or online, customer service is vital to the survival of any business. Use adherence to these qualifications to hire the best candidate for a customer service representative job.

Communicate Effectively

The representative must be able to use proper English and communicate effectively. As part of the job application process, place a mini-essay question on the application.

Empathy

The representative should understand the problems created if the product or service does not perform as promised. During the interview, ask the candidate to provide a situation in which he empathized with a customer.

Problem-solving

The representative must be able to translate a customer's problem into a solution. Pose a problem to the interviewee and ask her to explain how to solve the problem.

Active Listening

Active listening involves asking the customer for clarification, restating the customer's problem and listening without becoming defensive. Check the candidate's active listening skills during the interview.

Teamwork

He must understand that his work contributes to the success of the team. Examine the resume for previous teamwork experience.

References

• Active listening: Hear what people are saying
• Empathy, trust, diffusing conflict & handling complaints
• Problem solving tips: Creative solutions to difficult problems

Resources

• Smart ideas: Ineffective work teams
• Your attitude as a customer service representative
• 10 ways to communicate at work