Customer service is critical for small businesses. It’s important for both attracting new customers and for retaining the ones you already have. But when done right, customer service requires a really specific skill set. Here are four questions you can to make sure you’re hiring the right people for your customer support team:
HOW WOULD YOU DESCRIBE YOUR PERSONALITY?
A customer service rep should be naturally friendly and willing to help. This may sound obvious, but it’s important that candidates at least want to be helpful. There isn’t always a stock answer to a customer question, and sometimes it can take several minutes of back and forth to get them the answers they need. This can be frustrating for both customers and representatives, so it’s critical your reps have a generous ear.
Do interviewees describe themselves as competitive or independent? Customer service may not be for them.
WOULD YOU DESCRIBE YOURSELF AS A TEAM PLAYER? GIVE AN EXAMPLE.
How often have you called a company to be transferred to someone else before the call is complete? Whether it’s from someone sitting right next to them or halfway around the world, agents often require the support of a team member. If you run a small company and plan to grow, each employee is going to have to communicate openly with one another.
WHY DO YOU THINK YOU’D BE A GREAT FIT FOR THIS POSITION?
I’m always amazed when people apply for jobs that don’t fit their skill set. Does the job involve a high volume of email correspondence but they have trouble typing? How about a phone-based position for someone who is annoyed by simple questions? As the hiring manager, understand whether or not they’re able to perform at a high level. Otherwise, you’re setting them (and your company) up for failure.
DO YOU HAVE ANY CAREER GOALS OUTSIDE OF CUSTOMER SERVICE?
This is a great question for any position, but especially for customer service. Is this a position they have interest in for the long-term? Are there other positions in your company they may be eligible for in the future? The sooner you understand their career goals, the better. This will prevent any surprises and show that you’re invested in their career from the outset.
There are many other questions that are helpful during the hiring process for a customer service representative. The key is to understand their motivations and whether or not they’d be a great fit for your company.
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