The Best Questions to Ask When Hiring Customer Service Reps
As a business owner, you know that hardworking and productive customer service reps contribute to your company’s success. They speak with your customers and help solve any problems they might be experiencing. They help you achieve company goals and represent your business in a positive and professional manner. However, there may be times where you hire the wrong candidates for this position. Unfortunately, that mistake could cost you more than you could imagine.
The consequences of hiring the wrong customer service reps
A bad hire can cost a company anywhere from $7,000 to $10,000. That’s no small figure. As well as a loss of money, hiring the wrong people results in a loss of time, productivity and employee morale. To avoid making a costly mistake, you should prepare thoughtful interview questions to really get to know your candidates and their experience.
Here at LPC, we’ve interviewed countless candidates for customer service roles over the 30 years we’ve been in operation. Based on our experience, here are some of the best interview questions to ask your candidates.
Question #1: How would you provide great customer service?
When you ask this question, you get to understand the candidate’s work process. You’ll see what steps they take to ensure that every customer is happy and satisfied after every interaction. This question also allows you to understand what the candidate’s definition of great customer service is (and if their standards are in line with yours).
Question #2: What skills or traits do you have that make you a good customer service rep?
You may already have certain skills and traits that you’d like to see in candidates such as professionalism, organization and punctuality. When the candidate answers this question, you’ll see what they think their strengths are—and if there are any areas where they need training to succeed in the role.
Question #3: Share an example of a time you had to think quickly on your feet.
Customer service reps at call centers have to be highly adaptable and ready to handle any situation or customer. This question will prompt your candidate to tell you about a time where they had to think and react fast. You’re not always going to be present to manage or help your team, so you need fast-thinking reps to solve problems independently.
Question #4: How would you handle an angry customer?
It’s not uncommon for customer service reps to deal with angry customers on the job. That’s why it matters to understand how the candidate handles difficult customers. The last thing you want to do is frustrate an irritated customer even more, so the rep should know what steps to take to diffuse the situation.
Question #5: How do you feel about working in a high-pressure work environment?
Customer service reps need to provide quality service and make their numbers everyday. With that said, not everyone can thrive in this type of work environment. Find out your candidate’s thoughts about working in a busy and fast-paced environment. Their answer should give you a better sense on if they can bring their A-game without cracking under pressure.
Job interviews are serious business
Job interviews are processes that shouldn’t be taken lightly, but they often are. Rushed or poorly prepared interviews happen for a number of reasons—companies may be understaffed, short on time or lack an understanding of the job’s responsibilities. Whatever the reason, hiring managers need to conduct meaningful job interviews if they want to hire the best candidates out there.
Let LPC Personnel find you the best candidates for your jobs
LPC Personnel, one of the best customer service staffing agencies in Houston TX, has plenty of experience in finding companies qualified customer service reps. If you’re pressed for time, you can count on us to help you hire quality talent. Contact us now so we can help you find talent for your jobs.