Why this matters:
Customer service managers set the bar for excellent service. Your candidate should have clear methods to keep customers satisfied and be able to demonstrate these strategies to fellow employees. Knowing your candidate’s approach will also help you determine whether or not they’ll be a good fit for your company culture.
What to listen for:
- Clear customer service strategies
- Enthusiasm for guiding customers and employees to success
- Good fit for company culture
Why this matters:
A customer service manager is a capable strategist. Your candidate should be comfortable assessing data and determining ways to improve overall team performance. A strong candidate will have experience brainstorming and seamlessly implementing new policies. For example, perhaps they’ve created a rewards program in a past position.
What to listen for:
- Ability to analyze data and accurately identify areas for improvement
- A knack for brainstorming ways to optimize performance
- Ability to seamlessly communicate and implement changes
Why this matters:
CRM platforms and other customer service tools are invaluable when it comes to storing customer information, cutting down on repetitive administrative tasks, and providing data that can help identify areas for improvement. A strong candidate will have experience working with and training reps on these types of tools, or a willingness to learn.
What to listen for:
- Direct experience working with CRM software
- Familiarity with basic accounting software such as Microsoft Excel
- Ability to pick up new software quickly
Why this matters:
Even the best customer service providers must deal with difficult customers from time to time. Addressing customer concerns and complaints is a necessary part of the role. A customer service manager should be a natural problem-solver who is able to think on their feet and remain calm and professional under pressure.
What to listen for:
- Strong communication skills
- Specific strategies for addressing customer dissatisfaction
- Ability to stay calm and professional in tense situations
Why this matters:
Customer service managers are team leaders. Being able to navigate difficult conversations with underperforming reps in a way that leads to improvement, rather than discouragement, is a key part of the job. Your candidate should be able to confidently describe a performance concern to a rep and present clear steps for improvement.
What to listen for:
- Willingness to initiate necessary, difficult conversations
- Collaborative and constructive mindset
- Ability to communicate clear steps toward improvement
Why this matters:
A good customer service manager can tell the difference between a one-off complaint and a quality issue with a product or service. If they receive frequent complaints about a particular product, they must report this to the relevant department. Your candidate should be a strong collaborator who communicates well with other departments.
What to listen for:
- Ability to identify quality issues via common complaints
- Strong communication skills
- Willingness to collaborate with other departments
Why this matters:
The best customer service professionals are friendly and passionate about their work. Enthusiasm for providing high-quality experiences to your customers is essential. The candidate’s answer to this question should also provide you with some insight into their personal goals when it comes to helping customers.
What to listen for:
- A genuine passion for helping customers
- High standards for their work
- Shared goals
Why this matters:
Customer service managers are often a part of the hiring process for new reps. Your candidate should be comfortable conducting interviews and evaluating candidates to determine if they have the skills and personality to succeed at your company. You’ll want to hire a person you trust to bring in great new talent.
What to listen for:
- Ability to conduct interviews
- Understanding of the skills needed to provide great customer service
- Comfort evaluating candidates
Why this matters:
You need a strong and capable leader for your customer service team. A candidate should be able to articulate what makes a successful leader, and how their personal skills have translated into past managerial success. From this answer, you should understand what qualities they’ll bring to your team.
What to listen for:
- Understanding of strong leadership qualities
- Ability to self-reflect
- Specific leadership skills they’ll bring to the role
Contact a sales consultant.