Our 3 Best Tips for Interviewing Customer Service Representatives

Providing excellent customer service is crucial to the success of any business. In fact, 84% of organizations working to improve customer service report an increase in revenue, which shows it matters. Therefore, it is vital to hire outstanding professionals to be the face of your business. This post will provide interview tips to help you hire the right people for the position. 

#1 Observe The Candidate

When interviewing candidates for any role, observing them throughout the interview process is essential. This includes while they are waiting to speak with you and during the interview itself. Doing so will provide vital clues about their behavior and overall demeanor. Observe their appearance, body language and how they conduct themselves and communicate. 

One of the key things to observe is how confidently and openly they communicate. Communication is vital to the role, so this is your opportunity to assess how well they interact with people. 

When asking candidates questions, observe how well they listen and process the information you have given them. As customer service representatives (CSRs), they will need to listen to customers and process their details. Hence, they can effectively support them and provide appropriate support and advice. 

Observe your candidates’ ability to respond to questions by providing valuable and relevant information. Are they concise, or do they take too long to get to the point? Time is critical in a customer service environment, so providing relevant information clearly and concisely is crucial. 

Observe how your candidates conduct themselves and whether they come across as personable and professional. This is a marker of a good customer service representative, so if they can demonstrate it at an interview, which in itself is a pressured situation, then this is a good indication they will excel in the role. 

If you are not convinced, you must conduct a thorough evaluation of your candidates, consider the following fact. A recent study published by Harvard Business Review shows that good customer service can increase customer spending at transactional businesses by 140%.

#2 Question Their Problem-Solving Capabilities

Problem-solving skills are fundamental in a customer service role. A good customer service representative can assist those in need independently, quickly and decisively. Many people who contact customer support are approaching the business with a problem or issue they are facing. Your representatives must be adept at problem-solving and conflict resolution when faced with unhappy customers.

It is therefore vital to assess for problem-solving skills during the recruitment process. Craft questions that require evidence of problem-solving capabilities. Ask your interviewees to describe situations where they have used problem-solving skills in the past. This could either be when they have had to solve a customer’s problem at work or a more general, life-based situation. 

When your candidate answers questions like these, look for evidence of their ability to work through issues logically. Pay attention to what they tell you about how they approach problems. A good answer will convey what the situation was and when it occurred, how they approached the problem, and the outcome.

#3 Assess their Conflict Resolution and Personality Traits

During the interview process, it’s vital to assess soft skills. Although you will have assessed for these skills, to some degree, during the application process, it is essential to reaffirm them during an interview. 

Conflict Resolution

Conflict resolution is crucial for customer service representatives. An individual with good conflict resolution skills will stay calm under pressure and not take anger or criticism personally. Look for candidates who are comfortable answering questions at interviews because this is evidence of staying calm under pressure. 

Ask behavioral questions that require candidates to explain what they would do in a specific situation. That could be how they deal with angry customers, or describe what they have done previously in other scenarios. This will allow you to determine how well they deal with conflict. 

Personality traits

In addition, observe whether your candidates have the personality traits you are looking for in a customer service representative.

Does the person seem like they would be a good fit for your company? Do they come across as friendly and personable? 

You can also ask interview questions that assess specific personality traits, or look for evidence of these traits in answers to other questions. Some personality traits may be obvious, such as whether a candidate has the patience or not. If they begin answering your questions before you have finished asking them or interrupt you, for example, this is not a good sign. It shows they lack patience and are unable to listen effectively. This is not the type of person you want to interact with your customers. 

BONUS: Example Questions

Asking the right interview questions will help you get the information you need to assess whether a candidate has the right skills and aptitude for your customer service role. Here, we will outline some example interview questions which are ideal for customer service positions. Use them for inspiration, or adapt them to suit the specific needs of your company or the role advertised. 

Questions to gauge passion for, and understanding of, customer service

• Why is customer service important?
• What do you think customer service involves?
• Have you ever experienced bad customer service, and what would you have done to improve it?
• Describe a situation where you have provided outstanding customer service 
• What skills do you think are required in a customer service role?
• Why do you want to be a customer service representative in our company? 
• Can you explain the key phases of the customer journey?
• Can you describe a time when you have experienced excellent customer service?

Questions to assess for communication skills

• Have you ever found it difficult to understand a customer or their request, and if so, how did you deal with this?
• Can you describe a situation where you had to use practical communication skills when dealing with a customer?
• Can you describe a situation when communication was essential to complete a task as part of a team?
• Can you tell me about a time when a customer approached you with an issue they had with a product or service, and how you resolved it?

Questions to assess for problem-solving skills

• Can you describe a situation where you dealt with a demanding customer?
• How do you deal with conflict?
• Can you describe a time when you effectively solved a customer’s problem?
• How would you handle a situation where a prospective customer has had bad experiences with other companies and has come to us looking for a solution?
• Can you explain how you would deal with negative feedback?
• Can you explain how you would deal with a customer who was very angry or upset?

Questions to assess for soft skills and personality traits

• Can you explain what empathy means in a customer service context?
• Can you describe a time when you have worked as part of a team?
• Why do you want this job?
• Where do you see yourself in five years?
• What are your strengths?
• What are your weaknesses?
• Do you prefer to work independently or as part of a team?
• How do you remain calm in high-pressure situations?
• Can you describe yourself in three words?
• Can you tell me about a time when you have had to manage time effectively to meet a deadline?

Asking the right questions at the interview will help you effectively assess candidates against the skills and attributes you seek. Thoroughly evaluate a candidate, and pay close attention to how they present themselves and respond to every question. Each question you ask is an opportunity to assess soft skills and personality traits. Communication is key in customer service, so be sure to determine how each candidate interacts throughout the interview and listen to the information they provide. Following our tips will help you find the best people for the job. 

-----

Experience has shown that conducting thorough interviews when recruiting a customer service representative is essential to building a strong customer relationship team. Assessing hard and soft skills is essential to recruit the best profiles for the job. More and more companies, operating in different countries, expect customer service representatives to be multilingual and to be able to use their communication skills in several languages. Fortunately, Pipplet’s language testing tool helps recruiters assess language and communication skills, both written and oral, at the application stage. 

Want to learn more about Pipplet for recruiters? Just click here.

[Discover] Pipplet pre-hiring tests for Customer Service Representatives