Creating a Hiring Sheet

Full Answer Section

• Customer service orientation: Demonstrates a commitment to providing excellent customer service.
• Communication skills: Effectively communicates with customers in a clear, concise, and empathetic manner.
• Problem-solving skills: Ability to identify and resolve customer issues in a timely and efficient manner.
• Technical skills: Proficient in using relevant software and technology.
• Multitasking skills: Ability to handle multiple tasks simultaneously and prioritize effectively.
• Time management skills: Ability to meet deadlines and manage time effectively.
• Adaptability: Ability to adapt to changing situations and work effectively in a fast-paced environment.
• Teamwork skills: Ability to work effectively as part of a team.
• Professionalism: Maintains a professional demeanor at all times.

Interview Questions

1. Can you tell me about a time when you went above and beyond to provide excellent customer service?
2. How do you handle difficult or angry customers?
3. Can you give me an example of a time when you had to solve a complex problem for a customer?
4. What is your experience with using relevant software and technology?
5. Can you tell me about a time when you had to multitask effectively?
6. How do you manage your time effectively?
7. Can you give me an example of a time when you had to adapt to a changing situation?
8. Can you tell me about a time when you worked effectively as part of a team?
9. Can you give me an example of a time when you demonstrated professionalism?
10. Why are you interested in this position?

Sample Answers

Interview Question 1:

• Candidate 1: In my previous role, I was working with a customer who was having difficulty with their online account. I spent over an hour on the phone with them, troubleshooting the issue and eventually resolving it. The customer was very grateful for my help and said that I had provided them with the best customer service they had ever received.
• Candidate 2: I was working at a retail store when a customer came in with a product that they were unhappy with. The customer was very angry and was demanding a refund. I listened to their concerns calmly and apologized for their experience. I then worked with the customer to find a solution that they were satisfied with. The customer ended up leaving the store happy and said that they would be back to shop again.

Interview Question 2:

• Candidate 1: I remain calm and professional when dealing with difficult or angry customers. I listen to their concerns and try to understand their point of view. I then work with them to find a solution that meets their needs. If the customer is still upset, I will escalate the issue to my supervisor.
• Candidate 2: I try to de-escalate the situation by speaking in a calm and soothing voice. I also try to avoid using jargon or technical language. If the customer is still upset, I will ask them to take a few deep breaths and to try to calm down. If the customer is being abusive, I will end the conversation and ask them to speak to my supervisor.

Sample Answer

Hiring Sheet

Job Title: Customer Service Representative

Department: Customer Service

Reporting Manager: Customer Service Manager

Key Competencies