Ask right questions to hire the most suitable Customer service agent for your company.

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Effective Customer Service Interview

Questions

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Following questions will help you sense a candidate’s ability to handle tough situations with honesty and communicate effectively to customers.

Honesty and Communication

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Have you ever had to communicate a bad news to a

customer who was affected by your service? How

did you do it?Q1

Honesty and Communication

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Give me an example of a time when you have

successfully handled an irate customer?

Honesty and Communication

Q2

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What is that one thing that you do not like about this

interview process so far?

Honesty and Communication

Q3

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Here you would be able to gauge a person’s capability to engage customers empathetically and manage difficult situations with ease.

Engagement

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Do a role play as a customer support agent who is trying to manage a customer when facing a performance hiccup during a demo.

Engagement

Q1

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What do you generally discuss with customers other than their problems and your solutions?

Engagement

Q2

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How do you sense the mood of your customer while communicating with her?

Engagement

Q3

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Here you will assess the candidates thinking ability, attitude towards work and the respect he has for himself.

Attitude

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What is that one skill you possess that will influence the bottom line of our company?

Attitude

Q1

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Attitude

How much do you know about our company’s products and services?Q2

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Attitude

Why did you choose to be a part of a customer support team?Q3

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Attitude

When was the last time you bent any rules or policies to get things done for your customers?Q4

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Attitude

How do you measure your success as a customer success consultant?Q5

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Answers to the following questions will help you measure the interest level of your candidate, which is essential to carry out his tasks relentlessly.

Passion

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Passion

What do you enjoy about working as a customer support agent?Q1

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Passion

If you want to change one thing about customer service what would that be?Q2

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Passion

Are you a better person today than yesterday? In what way?Q3

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Passion

How do you think you can help our customer support team become more efficient? Where would you start?Q4

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Passion

What are your best learning resources? Who is your favorite blogger?Q5

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The answers would help you understand the learning ability and appetite of a candidate.

Knowledge

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Knowledge

What do you do to keep yourself updated with industry best practices in customer support?Q1

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Knowledge

What kind of books do you like to read?Q2

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Knowledge

What do you think is key that would contribute to your personal growth as well as the organization’s growth?

Q3

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Ability to understand a customer’s problem at first touch point is crucial to long term engagement and this skill is very essential for any support staff.

Empathy

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Empathy

What is that one quality in you that helps you understand the customer’s problem better?Q1

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Empathy

How many interactions should it take on an average to resolve a customer issue?Q2

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Empathy

What do you think is the best possible communication channel for your customers and why?Q3

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Empathy

What does it mean if your customer says to you over a call that your product and your service suck big time?Q4

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By analyzing his creative skills and the way he approaches his day to day tasks, you can be sure of his ability to inspire your team and organization.

Creativity

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Creativity

What do you do to differentiate yourself from others?Q1

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Creativity

How much fun do you have in your job and what can you do to make your co-worker’s job fun as well?Q2

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Creativity

Are you taking enough risks at work? Are you afraid of change?Q3

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Creativity

What was the best mistake you did on your current job and explain why that’s the best?Q4

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Creativity

If this is your first day here and your task is to make this interview process more fun, what would you do?Q5