Good Interview Questions for Customer Service
Customer service jobs often include employees speaking and working directly with customers. Examples of duties include selling products, handling customer complaints, solving customer issues or problems and answering any questions that may pertain to the company or products in question. Customer service workers often require thick skin, as some customers may not be friendly and nice.
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Meaning of Customer Service
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Customer service may have a different meaning for each person interviewing for the job. As an interviewer, it is your job to pick a candidate who sees customer service the same way as the company does. For example, some might see customer service as simply answering questions proposed by customers, while others may see customer service as covering any type of communication taking place with the customers, whether good or bad.
Measuring Customer Service
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Ask the candidate to explain how she would measure customer service, if she was an employer. Customer service can be measured in many ways, so this question will show you how the candidate thinks about customer service jobs. Customer service can be measured by the amount of returning customers the business has, the results of customer satisfaction surveys, the number of customer complaints, the number of new customers, referrals or by sales figures and overall product return rate. These are just examples, so be open minded as the candidate explains her measures.
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Handling Clients
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Customer service representatives must deal with all types of customers, whether they are happy and cooperative or angry and stubborn. As an employer, you want to know that the candidate can handle difficult customers in a professional manner, so one worker does not give the company a bad reputation. If you need concrete examples, provide the candidate with fictional scenarios where you are the angry customer and get the candidate to take the role of a customer service representative.
Provide Examples
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Throughout the interview, ask the candidate to provide examples of the answers, so you can get an idea of how the candidate operates and handles customers. For example, ask the candidate to explain his actions during a conversation where he had made a mistake. Another scenario is how he reacts if the customer is wrong. A third example could include what he would do, if the customer is asking him to do something that is against company policy. The more examples the candidate can provide, the more work experience he may have.
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References
- Photo Credit customer service image by Kurhan from Fotolia.com
