Why this matters:
This question can help you assess the candidate’s process for providing support. While every situation is different, some customer service fundamentals should guide their approach. Even if they’ve never worked in a customer-facing role before, an understanding of best practices is important for performing this role well.
What to listen for:
- References to steps like acknowledging the issue, asking clarifying questions, and seeing if an immediate resolution is possible before escalating
- An emphasis on the importance of making the person feel heard and valued
Why this matters:
A candidate’s answer to this question will reveal their approach to handling unfamiliar situations, as well as provide insight into whether they’re committed to driving improvement. It’s important to find a resolution to the problem at hand — but it’s equally important to recognize this situation as an opportunity to improve company policies and ensure a speedier resolution for future customers.
What to listen for:
- Evidence that the candidate strives for constant improvement
- Mentions of making a judgment call or escalating the issue in this instance, then working with key stakeholders to put a policy in place for next time
Why this matters:
Your next customer care specialist will represent your brand. Over time, they’ll develop an in-depth and nuanced understanding of the company’s offerings, allowing them to provide better support to customers, clients, and guests. While your candidate doesn’t need to be an expert, it’s good to know whether they’re already thinking like a customer care specialist by doing their due diligence before the interview.
What to listen for:
- Evidence that the candidate has done their research and possesses a baseline understanding of your offerings
- Strong verbal communication skills and a friendly, approachable demeanor when discussing products and services
Why this matters:
If your candidate has worked in any customer-facing role before, they’ve likely encountered people who are unhappy with the service or products they’ve received. In these situations, you need to know the candidate can listen empathetically and look for ways to peacefully resolve the situation. Your next customer care specialist will be tasked with improving the customer experience — and this includes the occasional difficult customer.
What to listen for:
- Evidence that the candidate knows how to de-escalate a heated situation
- A clear indication that the candidate listened to the customer and was able to reach a positive resolution for everyone involved
Why this matters:
Top customer care specialists don’t just respond to customers’ immediate issues and needs — they proactively look for ways to make the customer experience better. If your candidate has a proven track record of going the extra mile at work, then they’ll likely do whatever it takes to leave customers with a positive impression of your brand.
What to listen for:
- Signs that the candidate enjoys helping others
- A humble answer that focuses on the positive outcome their actions created for the other party, rather than personal achievement or glory
Why this matters:
Even when a customer care specialist communicates clearly, there will be times when customers or guests misunderstand what’s being said. When these misunderstandings aren’t resolved quickly, they can lead to bigger problems down the line, so it’s useful to know whether your candidate can spot and resolve misunderstandings in a timely fashion — and preserve the relationship.
What to listen for:
- Signs that the candidate can recover quickly from a misunderstanding and keep the customer happy
- Evidence that they take steps to prevent misunderstandings, like confirming key details before ending the conversation
Why this matters:
The best customer care specialists are problem solvers at heart. When they run into an unfamiliar problem, they leave no stone unturned while looking for a solution, even if that means collaborating with multiple teams. At the same time, they never lose sight of the customer or guest and take steps to ensure they don’t feel forgotten.
What to listen for:
- Evidence that the candidate takes a methodical approach to problem-solving, such as reviewing company manuals before escalating the issue to the relevant team
- Signs that the candidate keeps the customer experience at the forefront by sharing updates throughout the process
Why this matters:
Since customer care specialists work closely with customers and clients, strong communication skills are essential — and part of being a good communicator is knowing how much detail to share. Some information may only serve to confuse people, while other details may paint the company in a bad light or simply be unnecessary to include.
What to listen for:
- Good judgment and discretion when determining how much information to share with clients and customers
- A clear understanding of why withholding some information ultimately leads to a better customer experience
Why this matters:
This question can help you assess where your candidate’s true passion lies. To be a successful customer care specialist, it helps to have a genuine passion for people. A love of solving problems is also valuable. It’s not a deal-breaker if your candidate doesn’t mention these specific passions, but ideally they’ll find motivation in situations that will be a regular part of the job.
What to listen for:
- Mentions of helping others, finding creative solutions to problems, or finding motivation in other common on-the-job tasks
- A thoughtful answer demonstrating that the candidate understands their motivation and recognizes the job as being right for them
Contact a sales specialist.