All positions are important in your company, but some are mission-critical. One that falls into this category is customer service. If your customers aren’t happy, they’ll find another company to do business with. Your bottom line will suffer, as will employee morale.
That’s why it’s vital to hire customer service representatives who are a cut above. These are people who are willing to go the extra mile to make customers happy. They’re able to listen to complaints and handle them seamlessly, without getting defensive. They’re also responsible for answering questions, managing concerns, and taking new orders, all while upselling products and services.
Hiring the most skilled people is, therefore, key for these positions. The question is: how can you spot them? Here’s what to look for:
Ask what they know about your company and products.
A smart customer service representative will have done their homework ahead of time. They’ll know what your company does, the products it sells, and the customers it services. Those candidates that come to the interview with a strong understanding are the ones to watch.
Look for a positive attitude.
When dealing with customers, a positive attitude is imperative. Many times, representatives are facing complaints or dissatisfaction. It’s therefore easy to get negative and defensive, which can further erode the relationship. However, those with positive attitudes have a way of diffusing these situations. To find the candidates who can do this, ask them about specific times they dealt with unhappy customers.
Inquire about problem-solving skills.
Most people call customer service because they’re having an issue or a concern. The best customer service representatives, therefore, need strong problem-solving skills. Again, to evaluate this skill, ask for specific examples from past jobs about how a candidate solved a problem and what the result was. Look for those who are creative and efficient.
Ask smart questions related to customer service.
In addition to the above, make sure you’re asking meaningful questions about customer service and the skills needed for the job. This will ensure you’re able to pinpoint the right representative for the role you’re filling. Some include:
- How would you define customer service?
- What are some examples of good customer service?
- Why do you think you’re a match for this position and the company?
- What do you like most about working in customer service? Least?
- What are the most important qualities to delivering good customer service?
- How would you handle a difficult customer if they said you were taking too long?
Hiring the right people for your customer service department is critical to your company’s bottom line. If you need help with the process, Future Force is here for you. As one of Orlando, FL’s leading staffing agencies, we know where to source and how to screen, interview, and vet the best candidates for a range of positions, including those in customer service. Contact us today to learn more!