So how can a hiring manager sift through a diverse array of candidates to find star customer service performers? Here are some questions to ask customer service specialist candidates, with added considerations.
Can you tell me about a time you experienced great customer service? Does the candidate emphasize a quick resolution to a problem or warmth and empathy? Because everyone has a different idea of what constitutes good service, asking this question will help you determine if this candidate is a fit for your company’s approach to the job.
How have you dealt with frustrated customers? Managing dissatisfied clients is a major aspect of the job, so it’s important to find out how the candidate approaches them. How would they diffuse the situation? What’s the most important thing to do when you first get a call from someone who is upset?
What do you know about our product or service? Does their reply indicate they have researched your firm to prepare for the interview? While a job seeker doesn’t have to be an expert on your products or services, they should have a solid understanding of them.
Have you ever interacted with or utilized AI in a customer service role? If they haven't had direct experience, ask about how they would feel about incorporating AI-assisted tools into their daily workflow and what potential benefits or downsides they foresee. Do they seem adaptable to using AI tools? Are they thinking critically about the pros and cons of AI in customer service? Are they aware of the trends?
