Interviewing for Customer Service - A Working Session"

Mary CruseHDI Chair Emeritus

Agenda

A little humorSome foundational concepts on

interviewingReview your feedback on the exerciseTalk about the answers to the questionsYou go home with some ideas on new

interviewing questions

To the video

1st Job Interview

Bad Job Interviews

Preparing for the interview

Know what you want to knowWhat skills are you looking for?

What behaviors are you looking for?

What experience are you looking for?

What characteristics do good customer support reps have?

What does a look like?

Describe your ultimate performerBe specificMeasureable behaviors Intrinsic CharacteristicsTeam Values

Knowing what you want to know

When was the last time you updated the job description for your Agents?

Does the current job description bring in the candidate who meets your current needs?

Does the current job description correctly describe what your Agents are accountable for?

Don’t like your job description, but not sure

how to write a new one?

Human Resources is your resource !

Resources in Human Resources

Help you write a job descriptionEvaluate your interview skillsEvaluate your interview process

…and much, much more!and much, much more!

Knowing what you want to know

Team environmentCan you describe what it’s like to work in

your team?Can you tell if someone won’t “fit”?

Understanding your team values

Values are neither right nor wrong

…they just ARE Working from the same

values

gets the team working in

harmonyharmony

Info Sharing Knowledge is power

Competitive

Striving for Excellence Customer Service Excellence

Stay below the radar

Drive to deliver the numbersHonesty

Fun

Work life Balance

Determining the interview process

Who is involved in the interviews? HR Your leadership Your staff Who is the final decision maker?

Candidate Evaluation Phone screen? Face-to-face? Written Test? Computerized characteristic evaluation?

Now --- to the interview

Let’s talk about some sample questions and answers….and what they tell you.

“W H Y do you want this job?”

This job is about …sitting in a chair8 hours a daytaking call-after-callfrom unhappy, troubled people.

W H Y do you want to do that?

“W H Y do you want this job?” What you may hear…

“I know I have to serve my time on the help desk.”

“This is an entry point and I plan on going up from here.”

“I know I want to work in IT, but I don’t know where. So, I thought I’d start in the Help Desk and learn a little about everything.”

I’m in it for myselfI’m in it for myself

I’m in it for myselfI’m in it for myself

I’m in it for myselfI’m in it for myself

“W H Y do you want this job?” What you WANT to hear…

“I like to solve people’s problems. “

“I like to help people.”

“I like a job where I interact with lots of people.”

“I don’t let the calls get to me. I take them one at a time.”

I like to be a hero.I like to be a hero.

Mother TheresaMother Theresa

You HAVE to like people You HAVE to like people to work in Customer to work in Customer Service.Service.

I can work effectively, I can work effectively, even after an irate call.even after an irate call.

“What does customer service mean to you?” what you may hear…

“Doing whatever it takes to please the customer.”

“Telling them what they want to hear.”

I’ll have trouble following policies because the customer will define the solution.

If I don’t think they’ll like the real answer, I’ll tell them whatever they want to hear.

“What does customer service mean to you?” what you want to hear…

Customer service is being there to help when help is needed.

Customer service is calming the situation, offering support and following up until the problem is solved.

I’ll be aware of calls in the queue, and make sure I’m available when I’m supposed to be.

I’ll defuse volatile situations and work with the customer to be sure they’re satisfied.

Let’s discuss your interview question selections…

What do you want to ask?

What do you want to hear?

What might you hear and what does it mean?

To sum interviewing up…

Know what you’re looking for in a candidate.

Know what you’re looking for in the answers to your questions.

Listen carefully to what they say and HOW they say it.

If you’re not sure, either get input from another person or DON’T HIRE THEM!

How can I help you?

Mary L. CruseDirector, Client Services – West

Genzyme Genetics5300 McConnell Ave

Los Angeles, CA 90066mlcruse@gmail.com

Linked In – Mary CruseFacebook – Mary Curtin Cruse