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How many parties have you when the conversation turns to contact the customer service and were, generally some horror story about a poor customer experience? If you're like me, is it the whole time. Imagine, if you want, when you turned responsible for a customer service organization and the conversation was a bad experience with customer service. Well, what do you do? My guess is, you start to examine your customer serviceDepartment.

In general, the best place to start your investigation is just beginning. As you are recruiting and interviewing your customer service representative? There is a structured interview process? Is it better or worse? Do your hiring managers really know how an interview?

I will be a three-level approach for the questioning customer service representative who will guide you to share better results. Success of all employees is based on three critical success factors: The first isSkill Fit. Skill assessment information is the most natural fit for us to take a back. It includes education, training and experience. The second firm fit. Company Fit includes values, attitudes and appearance. The third, and is usually overlooked is Job Match. Job Match includes personality, interests and abilities. The combination of all three can raise, the bar of your customer service team.

Well, as you do.

First, you need to make surePersonnel managers that your know-how to interview. Good solid interview skills are of crucial importance. By offering proven behavioral interview approach always better results than an "off the cuff" method, or an interview-style, which is based on anecdotal responses to hypothetical questions. The crux of the behavioral interview is this philosophy: Past Performance Predicts Future Behavior at interviews, in general, you can create the behavior, based on interviews with questionsFormulating your questions as follows:

Tell me about a time when ... Give me an example of ... Lead me thoroughly an experience where you ... Some customer service interview questions might include: "Tell me about a time when people will already go for about company policy, something done for a client?" "Can you give me an example of a time in which a customer was being unreasonable? Tell me exactly what was the situation and how you handled it. "And, as a follow-up, you may ask," What have youfrom this situation? "Often we are asked to you a part of a project team. Me about a time in your last job if you were part of a project team and what the team was asked to do and what role did you play?"

Of course these are only examples. You want your own specific questions that you ask each candidate you create. In general you have a story, but the slide is exactly what you want the conversation to be ... a series of stories in which theCandidates learn about the way they handled specific situations in the past. You can bet that it is a good indicator of how they will handle similar situations in future. Once you have structured the basic interview questions, you are ready to move to fit the company.

In general, Company Fit is a bit harder to get fit and skill that is often good interview questions you can send us the information we need. In order to focus on company fit, you must first know what types ofBehaviors are expected in your organization. Are you a team-oriented culture or that the individual players rewarded? These are things, flexible, or do you have for specific policies? Shorts and a T-shirt or a suit and tie? Closed or open-door policy with an executive? All these components make companies fit. Your guests will want to ask questions such as:

"Tell me about a time when you disagree with a policy. What was your disagreement and how you handle it?" "Tell me about a managerShe worked for was particularly effective. What behavior he / she appear? "" Tell me about a very busy day, you have had in the past. How did you accomplish everything? "

The last component is Job Match. With Job-Match technology, you can successfully evaluate incumbents in customer service roles and to find out what their learning styles, behavioral traits and occupational interests. Each of these three components were analyzed and foundthe key indicators of career success, more so than the experience and training alone. They show the following:

Thinking style: Shows how a person learns and processes new information. It answers the question "Can the candidate meet with the psychological demands of the job?"

Behavior Characteristics: What are the key behaviors are the work requirements, please answer the question "Will the candidates will be comfortable in the job environment?" Italso the answer to the question "Where are the candidates motivated by this kind of work?"

Professional interests: What this person is interested in this? Are you an artist who is applying for a data driven job?

By understanding these key components you can create a working model for assigning people you know on the job market to be successful. According to this pattern is created, you can evaluate incoming talent and potential, then see where they fit inPatterns and where they fall outside the pattern. Some Job Match tools also offer behavior-based interview questions on areas in which candidates meet outside of the workplace models, the survey even easier.

Through the use of behavior is based on interviews with target skill Fit and Fit Company and then adds in the Job Match technology can go a long way in better customer service. It is not easy to find great people, but it is possible.Putting a solid, repeatable methodology is the key.

Learn more at Talent Insight Group

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