Tell me about a time when you were trying to convince somebody to do something. Here are some good storytelling questions to get you started: Reading between the lines, what do a candidate's stories say about their penchant for patience, their willingness to help, or their talents as a team player? Do all of their examples lead to someone else made a bad decision and that’s why didn't work? People can reveal a lot about their personal psychology by how they frame a story. Why is that subtext so important? Because you need to appraise their ability to break down complex ideas into relatable, easily understood steps one of the most fundamental support skills. These questions encourage candidates to share a relevant on-the-job anecdote, but they also require them to tell a story in a coherent, narrative fashion. I’m closely paying attention to how they describe the actions of others you don’t want them to harshly blame anyone else, but objectively assess the situation and how they tried to resolve it.” I also ask for an example of a recent conflict and how it was resolved. “I ask them to give an example of a time they advocated on behalf of someone else. Sarah Judd Welch employs this tactic by inquiring about advocacy:
You need to find conversational side doors to draw these qualities out by asking questions that require a story to answer. Great support reps possess an abstract set of skills that can be difficult to address head on. Encourage candidates to use a storytelling approach Below, Cassie Marketos provides some useful tips for conducting better interviews. You won’t be left groping for questions, your interactions will be more memorable, and you’ll be able to standardize the circumstances under which you assess candidates.Ī strategic approach makes for less fuss, more focus, and leads to the best person possible joining your customer service team. The antidote? Think creatively, establish a system, and then stick to it. When interviewing potential support hires, you always run the risk of repeating the same questions, receiving the same answers, having the same small talk, and then promptly forgetting all the important details. Tips for making the most of your support interviews Watch out for people who give theoretical examples rather than real situations or who only provide examples where the customer or their colleagues were at fault. Look for people who show humility and take responsibility for their mistakes. Good candidates will share detailed examples from their own experiences and will be able to answer follow-up questions about those examples. Even a very junior candidate may have prior retail experience to draw from.
In the answers, you need to hear specific, true stories of past service experiences. Questions 6-12 measure candidates’ emotional intelligence, empathy, and reflectiveness. What’s the best way to help a customer who has worked with multiple agents and hasn’t received the help they need? Can you describe a time when you had to say no to an important customer’s request?ġ2. Can you tell me about a customer who you found difficult to understand and how you approached that interaction?ġ1. In your past work, have you ever received negative feedback from a customer? What did you do with that feedback?ġ0. Have you ever bent the rules in assisting a customer? Tell me about the situation and the outcome.ĩ.
Have you ever dealt with an unreasonable customer? How did you handle it, and how would you handle it today?Ĩ. Can you tell me about a time when you were proud of the level of service you gave a customer?ħ. They’ll be less likely to have thought through what great customer service means to a business.Ħ. Watch out for people who really want a different role but see customer service as the easiest way to get a foot in the door. They should be prepared to talk about your specific company and how customer service might contribute to its success. Good candidates will be able to explain why customer service matters to a business and give clear examples of good and bad service. You know what you consider to be great service does your candidate have the same high expectations? The first five questions on our list help you find candidates who share your underlying beliefs about the role customer service plays in an organization. Is there a difference between customer service and customer support? Can you tell me about a time when you received poor customer service?ĥ. What’s the best customer service you’ve ever received? Why?Ĥ. How would you define good customer service?ģ.
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