Hiring a customer service rep – or any employee, for that matter – is one of the most important decisions you’ll ever make as a business owner.
Hire poorly and your company could tank.
Hire well and you’ll create a world-class business.
“The secret of my success is that we have gone to exceptional lengths to hire the best people in the world.” – Steve Jobs
So, what’s the perfect interview question to help you find the best talent? A situational interview question.
Well, it’s not a question, really – it’s a task.
More specifically, it’s a task for the interviewee to actually respond to a (made-up) customer complaint scenario.
The beauty of putting them in a real-life scenario is that you can touch on a little bit of everything.
In fact, in this post, I’ll explain how to look for the 11 skills needed for excellent customer service, based on the candidate’s answers.
Let’s dive in.
The Interview Question Scenario
Scenarios and role-playing are the best way to find out about a person because they put the interviewee on the spot and cut through memorized answers.
It also shows how creative they are and their ability to think on their feet.
Use this scenario — and the twists and turns that follow — along with other situational and behavioral questions to really test the candidate’s true abilities.
When the interviewee comes in, tell them they are going to solve a customer complaint.