Hiring for great customer service

interview 1While most of us in higher education are not hiring customer service representatives, all of us have an element of customer service required in our roles. Whether we are providing direct services to students in admissions, advising, financial aid or in the classroom, or providing services and resources to our colleagues or bosses, it can help to hire people with the right customer service skills, knowledge and abilities.

While browsing for good resources, I happened upon a set of great customer service interview questions from happyfox.com. I’ve skinnied down the list and adapted them a bit for higher education below. What I like most about them is that they help you zero in on the qualities you are seeking, such as honesty, engagement, attitude, engagement, etc.

Honesty and Communication:

1. Have you ever had to communicate a bad news to a student (or colleague, community member) who was affected by your service? How did you do it?

2. Give me an example of a time when you have successfully handled an irate student, parent, faculty or staff member?

Engagement:

1. Do a role play as a customer support agent who is trying to manage a customer when facing a performance hiccup during a solution demo.

2. How do you sense the mood of your customer (student, parent, colleague, etc.) while communicating with her?

Attitude:

1. What is that one skill you possess that will influence the success of our college/university?

2. Why do you want to be a member of our team?

Passion:

1. What do you enjoy about working as a __________? in a college/university?

2. How do you think you can help our  team become more efficient? Where would you start?

Knowledge:

1. What do you do to keep yourself updated with industry best practices?

2. What do you think is key for contributing to both your personal growth as well as the institution’s growth?

Empathy:

1. What is that one quality in you that helps you understand a customer’s problem better?

Creativity:

1. How much fun do you have in your job and what can you do to make your co-worker’s job fun as well?

2. What was the best mistake you did on your current job and explain why that’s the best?

What interview questions have you used to hire for great customer service?

Anita Rios

Advertisements

Leave a Reply

Fill in your details below or click an icon to log in:

WordPress.com Logo

You are commenting using your WordPress.com account. Log Out / Change )

Twitter picture

You are commenting using your Twitter account. Log Out / Change )

Facebook photo

You are commenting using your Facebook account. Log Out / Change )

Google+ photo

You are commenting using your Google+ account. Log Out / Change )

Connecting to %s