When your company is adhering to a strict budget, several areas may come to mind first when you are allocating funds. Perhaps you want to focus on your marketing, especially your branding, to appeal to your target audience more. Maybe you want to add more items to your product line to match the changing seasons.

For a lot of small to medium sized businesses, it’s a waste of time and money to invest on a customer service team. They believe that these don’t have a direct impact on their bottom line so it’s better to concentrate resources elsewhere, but they couldn’t be more wrong.

Despite your initial thoughts, customer service is just as valuable to your organisation as other aspects. It directly connects your company with your audience, after all.

Finding the right customer service candidate

More organisations are understanding the importance of excellent customer support. The thing is that there is no sure-fire strategy for putting together an engaged and productive team.

The interview is an essential tool to filter applicants and see who meets your standards. With suitable questions, you’ll be able to unveil information related to their skills, experiences, and knowledge. Look at how they respond or react to determine how they’ll face situations in their role.

3 on empathy & communication

1. Was there ever a time when you thought you provided great customer service?

With this query, you’ll know if their standards are in alignment with that of your business. Applicants who provide the same quality as your present team can be taken to the next step of the recruitment process.

Example: On one instance, a client was having a hard time finding our new pop-up store in their city. I asked where they were coming from and if they knew any of the nearby landmarks. I gave her clearer instructions on where to find us and she gave a wonderful testimonial later on.

2. Can you discuss an occasion when you had a hard time understanding a request?

This aids you in evaluating the communication skills of an applicant. It also lets you know if they have active listening skills, if they’re able to correct errors, and how well they cooperate with other members of their team.

Example: One time, a client barely knew English so we were both lost in translation. Fortunately, one of my colleagues was fluent in French so they were able to take over for me. Both the customer and my superior were satisfied with how I handled that situation.

3. How would you help someone who has contacted other companies but didn’t receive the support they expected?

It’s never easy to make a client happy but it’s vital for them to be heard. You don’t want someone who will only dismiss issues that are too bothersome. Instead, go for someone who is willing to learn how to face challenging clients.

Example: The first thing I would do is know the full details of their concern. Next, I would tell them how I understand why they feel upset about the situation. Finally, I would provide a reasonable solution that is within our rules then discuss other choices if that doesn’t work for them.

3 on culture & quality

1. Why do you think customer service is important?

Establish whether their view of customer support is the same with that of your organisation. This also allows you to learn what their objectives and principles are when doing their jobs.

Example: I believe it’s crucial to serve clients well since they directly impact the progress of an organisation. You want them to enjoy the things being offered so they remain loyal to your brand. Plus, they may introduce more people who are interested in what you do.

2. What skills do you think are needed for a customer support role?

You want to know if the candidates have strong knowledge of the things you are requiring of them. Also, you might be surprised to learn about skills you didn’t think to include in your initial job description but may include in the future.

Example: For me, some of the most vital skills as a customer support representative are in being able to solve problems, making the right decisions, communicating well, and empathising with audiences. You have to respond in an appropriate manner when in a CS job.

3. Have you heard of the concept of customer delight?

Check if they will do more than respond to tickets or do the bare minimum for your clients. The best candidate is someone who will surpass expectations, deliver results, boost customer loyalty, and reduce turnovers.

Example: This means keeping your customers happy and loyal by giving them fulfilling experiences with your brand. They turn into brand ambassadors who talk about your offerings to others thereby growing your client base.

3 on problem-solving

1. Did you ever have a client who had a problem with your goods or services?

Evaluate how well the applicant knew about their company’s offerings and if they may do the same for yours. Also, it lets you know if they will respond to issues appropriately.

Example: We had received multiple complaints about one of our items and the matter had already been raised to the technical team. On our part, we empathised with the clients and gave them the choice to swap their items.

2. Have you ever encountered an issue that needed a more creative solution?

Sometimes, your representatives are going to face problems that need multiple solutions. You must hire someone who isn’t afraid to think outside the box but remain within the bounds of your policies and rules within the organisation.

Example: In my former workplace, a customer had lost their receipt but still wanted to get a refund while returning the goods. I acknowledged how frustrated they must be but explained that it was against our policy to give refunds without proper documentation. They accepted my offer of receiving store credit instead and was happy for that resolution.

3. Do you believe we should improve our customer support at our company?

Find out if the applicant has done their research about the position and your business. Ask if they have any suggestions for boosting customer service levels at this time and if they are able to address concerns that are commonly faced by the team.

Example: From what I know about your organisation, it’s a good idea to add more channels where people can contact you for concerns. I know that you already have a hotline but it will pay off to have chat support too.

Ready to conduct an interview with candidates?

The stakes are high when selecting a customer support or service representative so make sure to get your interview process right. It’s crucial to plan it well so you may properly determine who best suits your requirements. Figuring out what to ask them during the interview is a crucial step of planning.

Are you ready to ask candidates some of the questions we’ve discussed above? We at Remote Workmate can endorse you top talents who have already passed a stringent initial screening. Not only do we look at our existing pool but also we hunt for more applicants to match your preferences.