The 24/7 world of social media has raised expectations for customer service, and it can literally make or break a subscriber’s experience with your company. If you meet or exceed a subscriber’s expectations, you will improve retention and perhaps gain new subscribers as your customers tell others about how great your service is. On the flip side, if you fail, you are likely to lose a customer, and they will tell their friends and family – and may even post to their social media platforms – about their negative experience.
It isn’t easy to satisfy every customer, especially when you have tens of thousands, or millions, of them. Subscribers want instant customer service on a variety of platforms – email, chat, text, phone, direct messaging through social media platforms, etc. In addition to putting the right infrastructure and training in place, it is critical that your subscription company chooses the right people to give your subscribers the best possible customer service experience. Sounds daunting, doesn’t it? To help you make the best hiring decisions possible, we’ve created a set of tried-and-true interview questions to use when interviewing candidates for your customer service rep positions.
During the interview
Use the following questions as a guide as you interview your potential customer service reps. While not all of these questions may work for your situation, they offer a good jumping-off point to ensure a meaningful interview process. Notice that these questions are open-ended and ask for specific examples of performance, rather than a statement of belief. This will help you get greater insight into the strengths and weaknesses of your candidate. Asking to cite examples of work or how they handled a situation will help you understand their actual experience (that you can then confirm in your reference checking as well). Use the ones that work best for you or adapt as necessary.
The Customer Service Representative Interview Questions Cheatsheet
Download your Cheat Sheet of Customer Service Representative Interview Questions here, an exclusive benefit for our Subscription Insider members.
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