10 Interview Questions for Hiring Great Customer Service Reps

10 Interview Questions for Hiring Great Customer Service Reps

#1QUESTION

“Who have you spoken with so far in the interview process and what

did you talk about?”

WHAT TO LISTEN FOR

The ability to remember names, roles, and topics discussed

#2QUESTION

“Tell me about your last or current position — what did you love and

what didn’t you like?”

WHAT TO LISTEN FOR

Passion in experiences and aspirations

#3QUESTION

“Tell me about problems with the products or services you previously supported?”

WHAT TO LISTEN FOR

Critical thinking and the use of specific details

#4QUESTION

“What things on your resume are you really an expert on?”

WHAT TO LISTEN FOR

The ability to provide examples of tough issues solved with those skills

#5QUESTION

“How do you respond when you don’t know the answer to a question?”

WHAT TO LISTEN FOR

A clear approach and strategy

#6QUESTION

“The customer is saying you’re taking too long to solve the issue,

what do you do?”

WHAT TO LISTEN FOR

Professional savvy and strong decision-making skills

#7QUESTION

“The customer is pointing out a big known problem with your product,

what do you do?”

WHAT TO LISTEN FOR

The ability to empathize and apologize

#8QUESTION

“Can you give an example of a customer that you turned around from a position

of unhappiness to sheer joy?”

WHAT TO LISTEN FOR

Examples should come easily and be a source of pride

#9QUESTION

“Define really great support. What experiences have you had personally

that are great examples?”

WHAT TO LISTEN FOR

Sharing the same philosophy and understanding of the industry

#10QUESTION

“Have you tried our product/service and what do you know about it?”

WHAT TO LISTEN FOR

Clear evidence that homework was done and a real desire to work in

your organization

Really great support requires really great people. We hope these

questions help you find those people.