If you’re trying to hire great customer service representatives, a lot of your search will be personality evaluations. Excellent customer service reps bring their energy to any scenario. With the following nine tips, you can successfully discover and hire great customer service representatives to propel your business forward.
How To Hire Great Customer Service Representatives
Start with a phone chat.
When you’re looking to hire great customer service representatives, the first (and perhaps most obvious) action should be a phone call. The candidate will be dealing with phone calls every day, and this will help you gauge his or her energy and excitement about the role.
Listen for empathy in his or her voice.
If a customer service rep can’t empathize with the people calling about your business, then he or she probably won’t be a good fit. Can you “hear” a smile in the candidate’s voice when speaking?
Find out if this person seems to enjoy life and exude positivity.
What’s his or her energy? On the phone and in person, you should be able to evaluate the candidate’s perspective on life. When talking about a negative situation, can he or she spin it in a positive light? Overall, it’s important to find customer service reps who bring a lighthearted approach to a tough job.
Seek out the intelligent & creative types.
Present different scenarios that might be difficult to solve (like chatting with an upset customer). How creative is the candidate? How can he or she turn a tough situation into a success for the customer? To truly help out the people calling into your business, hire great customer service representatives who can bring creativity and intelligence to the table.
Is there a culture fit?
Will the candidate mesh well with the other customer service reps and with other teams in the office? Be sure your new customer service hire aligns with the company’s values, goals and mission.
Provide one or two sample calls.
The candidate should be able to handle a tense customer on the other line and glide through a disgruntled caller’s barrage of complaints. Evaluate this trait by using prerecorded conversations (or by asking the candidate how he or she would respond to a comment, and read it aloud).
Express how well you treat your current team.
Customer service jobs often have high turnover rates. Thus, to avoid that at your company, make sure your customer service reps are well-treated and express how much you appreciate all their hard work. This is key when it comes to how to hire great customer service representatives.
How long has the candidate stayed with prior customer service roles?
The candidate must express a desire to learn (as well as adapt quickly).
What are your tricks and tips when hiring on great customer service reps? If you’re trying to discover and hire great customer service representatives, then contact TruPath.
As a trusted recruitment source for more than a decade, TruPath has the industry knowledge and a proven model to help our partners feel comfortable in their search for a candidate.
Through our TruProcess, we are able to consistently deliver exceptional candidates that help organizations continue down successful paths. Contact TruPath today to tell us about your staffing needs.