The Buyer Service Interview Questions You Want To Be Asking, However Most likely Aren’t

By  |  0 Comments
Related Products

Whether or not you’re hiring on your first customer support consultant or increasing a crew, use these job interview questions to seek out high performers.

(Trace, they’re probably not questions.)

A very good buddy of mine leads help at a reasonably well-known software program firm. A big a part of her job is discovering, interviewing, and hiring new brokers in numerous customer support roles.

After I talked to her concerning the interview course of, she talked about one thing that stunned me:

Many candidates, even those that have held a number of help jobs, are usually not ready for role-play eventualities of their interviews.

They merely don’t do properly.

On one hand, that’s a foul factor. It implies that we, the individuals who rent, aren’t utilizing a crucial interview instrument usually sufficient that each candidate sees it coming and prepares accordingly.

Nevertheless it’s additionally an excellent factor. That’s as a result of there’s no higher solution to separate the top-performing candidates from the remainder of the pack.

Preview of 5 Problem-Solving Scenarios for Customer Service Interviews
Need higher customer support hires? Ask higher questions. Higher but, obtain and use the 5 Downside-Fixing Eventualities for Buyer Service Interviews (PDF)

How you can (actually) determine nice candidates: Buyer’s wants in motion

How are you going to study if a candidate has expertise like empathy, positivity, and endurance?

Not by way of frequent interview questions—well-worn questions and solutions about their best weaknesses or their greatest power. Not by asking them for an “instance of a time” they overcame adversity. Nor by the use of another resume-based previous expertise or work expertise inquiry.

One of the simplest ways to see if robust communication expertise exist is to place the candidate in positions the place they’ll must observe them. How?

By means of role-playing… both with you—the hiring supervisor—or with co-workers.

Why increase customer support interview questions with a little bit of improv? Particularly, uncomfortable, on-the-spot improv? Two causes.

First, you’ll expertise how the candidate handles uncomfortable conditions with tough clients.

By its very nature, good customer support means getting snug with being uncomfortable. It’s these uncomfortable conditions—when clients are offended or upset, or when the agent doesn’t have the reply straight away—the place nice customer support jobs come to life.

Relationships will be gained or misplaced in these interactions that begin with uncomfortable circumstances, so that you higher be rattling positive that your help brokers can cope with them.

Second, you’ll see—as near actuality as doable—the type of customer support expertise your clients will truly get.

You wouldn’t rent a developer or a marketer with out their work. Then you definitely shouldn’t rent a help agent with out seeing the work they’ll do, both.

Position-playing in interviews offers you an incredible glimpse of what your clients will probably be in for after they ship you an e mail or offer you a name with an issue.

5 problem-solving eventualities for customer support consultant jobs

There are numerous totally different conditions you can name on for role-play in an interview. A variety of them will probably be distinctive to your organization.

These 5 checks, nonetheless, gives you a precious understanding of how your candidate stacks up…

1. The unreasonable buyer

Buyer concern:

  • “I need a refund, and I need it proper now.”
  • After their reply, get offended and lift your voice.
  • Lastly, make a number of unreasonable requests and calls for.

What you’re in search of:

Staying cool is a baseline customer support talent. Notably with irate and (generally) illogical clients. Search for empathetic responses and a peaceful, degree demeanor.

Keep in mind: you will be sorry for the way a buyer feels, even when it’s not your fault. Bonus factors for using restoration strategies for offended clients.

You’re not making an attempt to be an outlandish jerk (the type of buyer you’d hearth). That is about battle decision the place an in any other case good buyer is solely having a foul day.

Customer service interview question 1 - The unreasonable customer

2. A server outage or different disaster

Buyer concern:

  • Our backend goes down.
  • 50 clients provide you with a warning of the outage (or, some failure of our firm’s product).
  • “What steps do you are taking to handle the state of affairs?”

What you’re in search of:

You may’t anticipate the candidate to know your processes but, so that you’re trying largely for a glimpse into their thought course of for the way they might deal with a disaster state of affairs.

Do they provide you with a warning? Do they attain out one-by-one or go the mass-email route? Do they point out sustaining ongoing contact all through the outage? What do they are saying about asserting the issue publicly on social media?

Customer service interview question 2 - A server outage or other crisis
Seize all 5 Downside-Fixing Eventualities for Buyer Service Interviews (PDF)

three. A request for a reduction

Buyer concern:

  • Ask for a reduction.
  • This solely works if your corporation doesn’t provide reductions.
  • Alternatively, make a characteristic request with the caveat that there’s no approach that characteristic will ever get constructed.

What you’re in search of:

A giant a part of the proper strategy to this interview query is empathy—the agent ought to be pleased about the query and acknowledge that the client’s considerations are legitimate.

However, an equally massive half (and an undervalued element of customer support) is gross sales. In case your product is a good match for the client, the agent ought to be capable of assist the client perceive why your product is price paying the worth you’re asking.

Customer service interview question 3 - Request for a discount

four. The “crew participant” check

Buyer concern:

  • A distinct rep gave them the fallacious reply.
  • Use a non-technical downside and be ambiguous whether or not or not the rep is at fault.
  • Then, usher in an e mail that clearly exhibits the rep made a mistake.

What you’re in search of:

How does the applicant reply to a crew member presumably being within the fallacious? What about once you deliver within the proof? Do they default to protection? Or, do they fortunately throw their co-worker beneath the bus? There’s a wonderful line between taking duty, saving their pores and skin, and being sincere with the client.

Above all, search for honesty and a relentless concentrate on what the client can do now.

Customer service interview question 4 - The team player test
Seize all 5 Downside-Fixing Eventualities for Buyer Service Interviews (PDF)

5. Making a buyer’s day

Buyer concern:

  • A standard customer support request has been resolved.
  • Then ask, “How would you make this buyer’s day?”

What you’re in search of:

You need individuals who perceive the worth of taking that further step to shock clients. In spite of everything, these further steps make for legendary customer support examples. Something from small touches like handwritten notes or private “thanks” emails to bigger gestures for a much bigger wow.

Empowering your buyer help crew to wow your clients is one factor. You additionally want workers who’re keen to make the most of that.

Customer service interview question 5 - Making a customer’s day

Customer support interview questions (that aren’t actually questions)

Your product will be taught. Your processes will be taught.

However distinctive customer support expertise like empathy, positivity, and humility?

These are a lot more durable to show. In addition to, way more crucial to validate in new help hires earlier than making job gives.

By including role-playing to your customer support interviews, you will get a a lot deeper understanding of how a candidate thinks on their ft and a significantly better image of if – and the way – they’ll provide help to construct nice relationships along with your clients.

Editor’s observe: that is an up to date and expanded model of an article initially created by Len Markidan.

Erika Trujillo

Erika Trujillo
Erika is Groove’s Buyer Success Supervisor, dedicated to serving to you discover the proper software program resolution for your corporation wants. She loves discovering progressive methods on your help crew to scale and develop, all the time placing the client first. She additionally likes to run marathons and play softball in her spare time.

Erika Trujillo


You must be logged in to post a comment Login