Training Library

Interview Skills

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Overview

When it comes to interviewing customer service agents, it can be difficult to identify the right candidate. Within Interview Skills, we run through some of the essential character traits needed for the role, questions to ask and issues to watch out for so you nab the candidates who have what it takes.

Topics include:
  • Customer service attitudes and personalities
  • Ability to deal with varied customer service situations
  • Experience, understanding and enthusiasm
  • Business and teamwork skills
12
Video Lessons
40 min
Approx. Training Time
Ebook

Skills covered in this module

  • Good interview questions
  • Interview techniques
  • Interview answers
  • How to interview
Video Lessons
  • Introduction

    Introduction

    When it comes to interviewing customer service agents, it can be difficult to identify the right candidate. Within Interview Skills, we run through some of the essential character traits needed for the role, questions to ask and issues to watch out for so you nab the candidates who have what it takes.
  • Attitude

    Attitude

    You can’t teach a bad attitude new customer service tricks! Determining your interviewee’s true attitude towards customer service will help you weed out the bad apples.
  • Availability

    Availability

    A prerequisite of good customer service is being there to provide it! Before you start putting yourself and your candidate through the whole interview process, make sure they’ll be there when and where your customers need them.
  • Understanding Difficult Customers

    Understanding Difficult Customers

    You’re not going to be impressed with how well someone handled an easy-to-please customer. Ensure your interviewee reveals how they cope when put under pressure.
  • Homework Check

    Homework Check

    Do your interviewing homework by checking your candidate has done theirs! Asking the right questions will determine just how seriously they’re really taking this opportunity.
  • Housekeeping

    Housekeeping

    The interview offers a gold mine of information, but you’ll have to dig for it! Make sure you cover all query-bases while you have your candidate sitting in front of you.
  • On Their Feet

    On Their Feet

    Customer service agents need to be able to expect the unexpected – but you should expect a great customer service agent to always be able to think on their feet.
  • Personality

    Personality

    Just because you’re not interviewing for the new position of Best Friend, it doesn’t mean their personality doesn’t matter! If you don’t warm to them, they’ll probably leave customers cold too!
  • Reason for Leaving

    Reason for Leaving

    There’s a reason for everything – including how your interviewee came to be sitting in front of you! Find out the reason the easy way – during the interview.
  • Teamwork

    Teamwork

    Your customers aren’t the only people your agent will need to work well with; make sure you determine whether or not they think the word “team” is spelt with an I.
  • To Infinity and Beyond

    To Infinity and Beyond

    Customer services agents must always be willing to give 110%, even when just 105% will do. Make sure you find out just how far your candidate is willing to go for a customer.
  • Congratulations

    Congratulations

    Congratulations, you’re ready to interview for your next customer service agent! Test your knowledge by taking the quiz below.

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