Interview Guide for

Customer Service Representative

This comprehensive interview guide provides a structured approach to evaluating Customer Service Representative candidates. By following this carefully designed sequence of interviews, practical assessments, and reference checks, you'll identify candidates who not only have the necessary skills but also embody the essential behavioral competencies that lead to success in customer service roles.

How to Use This Guide

Yardstick has created this interview guide to help you identify and select the best Customer Service Representatives for your organization. Here's how to maximize its effectiveness:

Customize to Your Needs: Adapt this template to reflect your company's specific requirements, values, and customer service approach.
Train Your Interviewers: Share this guide with everyone involved in the hiring process to ensure consistency across all candidate evaluations.
Focus on Behaviors: Use the behavioral questions to assess past performance as a predictor of future success.
Use Follow-Up Questions: Dig deeper with follow-up questions to get beyond rehearsed answers and uncover genuine experiences.
Score Independently: Have each interviewer complete their scorecard before discussing candidates to prevent group bias.

For more guidance on effective interviewing techniques, check out our resources on how to conduct a job interview and hiring for potential.

Job Description

Customer Service Representative

About [Company]

[Company] is a [Industry] leader committed to providing exceptional service and innovative solutions to our customers. We are passionate about [Company Value 1] and [Company Value 2], and we foster a collaborative and supportive work environment. Located in [Location], we are a growing team looking for talented individuals to join us.

The Role

As a Customer Service Representative at [Company], you will be the primary point of contact for our valued customers. You'll play a crucial role in shaping our company's reputation by ensuring excellent customer experiences. Your ability to address inquiries, resolve issues, and promote our products/services will directly contribute to customer satisfaction and our continued success.

Key Responsibilities

Answer incoming customer inquiries via phone, email, and chat in a timely and professional manner
Provide accurate and complete information about products, services, and policies
Identify and assess customer needs to achieve satisfaction
Resolve customer complaints and issues effectively and efficiently
Process orders, returns, and exchanges
Maintain customer records by updating account information
Escalate complex issues to the appropriate departments
Follow communication procedures, guidelines, and policies
Stay up-to-date on product knowledge and industry trends
Identify and suggest improvements to customer service processes

What We're Looking For

Strong communication skills, both written and verbal
Problem-solving abilities and critical thinking skills
Patience and ability to remain calm under pressure
Empathy and genuinely helpful attitude toward customers
Adaptability to handle various situations and customer personalities
Detail-oriented with strong organizational skills
Ability to multi-task and prioritize effectively
Collaborative team player who can also work independently
High school diploma or equivalent
Experience with customer service principles and practices preferred

Why Join [Company]

At [Company], we value our employees and provide opportunities for growth and development. We foster a positive work environment where your contributions are recognized and rewarded.

Competitive compensation package: [Pay Range]
Comprehensive benefits including [Benefit 1], [Benefit 2], and [Benefit 3]
Professional development opportunities
Collaborative and supportive team environment
[Additional perks/benefits]

Hiring Process

We've designed our hiring process to be thorough yet efficient, respecting your time while ensuring we find the right fit for our team.

Initial Screening Interview: A 30-minute conversation with our recruiting team to discuss your background and interest in the role.
Customer Service Simulation: A practical assessment where you'll respond to typical customer scenarios to demonstrate your problem-solving and communication skills.
Competency Interview: A deeper conversation about your experience and how your skills align with our customer service approach.
Offer Stage: Selected candidates will receive an offer and next steps.

Ideal Candidate Profile (Internal)

Role Overview

The Customer Service Representative serves as the face of our company to customers, handling inquiries, resolving issues, and maintaining positive relationships. The ideal candidate combines excellent communication skills with problem-solving abilities and genuine empathy. Success in this role requires someone who can remain calm under pressure, adapt to different customer needs, and consistently deliver positive experiences.

Essential Behavioral Competencies

Communication Skills: Clearly and effectively conveys information both verbally and in writing; adapts communication style to different audiences; listens actively and responds appropriately to customer needs.

Problem-Solving: Quickly identifies issues and works toward practical solutions; shows resourcefulness in addressing customer concerns; knows when to solve independently and when to escalate.

Patience and Composure: Maintains a calm, professional demeanor even when dealing with difficult situations or customers; handles pressure effectively without becoming flustered.

Customer Focus: Genuinely cares about customer satisfaction; goes the extra mile to ensure positive experiences; demonstrates empathy and understanding of customer perspectives.

Adaptability: Adjusts readily to changing priorities and circumstances; handles multiple tasks efficiently; remains flexible when facing unexpected situations.

Desired Outcomes

Consistently achieve customer satisfaction ratings above 90% based on post-interaction surveys
Maintain first-contact resolution rate of at least 75% for customer inquiries and issues
Process customer transactions with at least 95% accuracy
Contribute to reduced average handle time while maintaining quality service standards
Successfully identify and refer upsell/cross-sell opportunities when appropriate

Ideal Candidate Traits

Naturally empathetic with genuine desire to help others
Resilient with the ability to handle rejection and difficult interactions constructively
Detail-oriented while maintaining efficiency in handling customer issues
Quick learner who can rapidly absorb product knowledge and apply it in customer interactions
Team player who contributes positively to the customer service department
Self-motivated with strong time management skills
Comfortable with technology and able to navigate multiple systems simultaneously
Previous customer service experience preferred but not required for candidates demonstrating strong aptitude

Screening Interview

Directions for the Interviewer

This initial screening interview aims to evaluate if candidates have the foundational skills and temperament needed for customer service success. Focus on assessing communication style, customer orientation, problem-solving approach, and adaptability. Listen not just to what candidates say but how they say it—their tone, clarity, and ability to articulate thoughts are critical indicators of their customer communication abilities.

The questions are designed to reveal past behaviors that predict future performance. Pay particular attention to how candidates have handled difficult situations, as this reveals resilience and emotional control. Note that for this role, traits and aptitude may be more important than years of specific experience, especially for candidates early in their career.

Be sure to allow 5-10 minutes at the end for candidate questions, which can provide additional insights into their interest in the role and company.

Directions to Share with Candidate

"Today, I'd like to learn more about your background, experience, and interest in this Customer Service Representative role. I'll ask several questions about your past experiences and how you've handled different situations. Feel free to take a moment to think before answering. After our questions, there will be time for you to ask questions about the role or company. This conversation will take about 30 minutes."

Interview Questions

Why are you interested in this customer service position, and what about helping customers appeals to you?

Areas to Cover

Genuine interest in customer service as a profession
Understanding of what the role entails
Alignment with the candidate's strengths and interests
Previous customer service experiences that influenced their interest
Connection to [Company]'s mission or industry

Possible Follow-up Questions

What aspects of customer service do you find most rewarding?
How does this role fit into your longer-term career goals?
What have you learned about our company that makes you want to work here?

Tell me about a time when you had to deal with an upset or angry customer. How did you handle the situation?

Areas to Cover

Specific situation with a clearly upset customer
Actions taken to de-escalate the situation
Listening skills demonstrated
Problem-solving approach used
Final resolution and customer's reaction
What the candidate learned from this experience

Possible Follow-up Questions

What was the most challenging part of that interaction?
What techniques do you use to remain calm when someone is upset with you?
Would you handle a similar situation differently now? If so, how?

Describe a situation where you went above and beyond to provide excellent customer service.

Areas to Cover

Specific example that truly exceeded normal expectations
Motivation for going the extra mile
Actions taken and effort involved
Customer's response to the exceptional service
Recognition or feedback received from management
How this approach to service aligns with their work style

Possible Follow-up Questions

What motivated you to put in that extra effort?
How did this experience shape your approach to customer service?
How did you balance this extra effort with your other responsibilities?

Tell me about a time when you had to learn a new policy, process, or product quickly. How did you approach learning it?

Areas to Cover

Specific situation requiring rapid learning
Methods used to acquire new knowledge
Resources leveraged during the learning process
How they applied the new information
Challenges faced and how they were overcome
Results of their learning efforts

Possible Follow-up Questions

What do you find most effective about your learning approach?
How do you ensure you've fully understood new information?
How do you stay updated on changing information in your current role?

Describe a situation where you had to handle multiple customer requests simultaneously. How did you prioritize and manage your time?

Areas to Cover

Specific example of managing multiple priorities
System or approach used for prioritization
Communication with customers about wait times or delays
Actions taken to be efficient while maintaining quality
Resolution of the competing demands
Reflection on effectiveness of their approach

Possible Follow-up Questions

How do you determine which customer needs attention first?
What tools or methods help you keep track of multiple requests?
How do you communicate with customers who may need to wait?

How do you handle situations where you don't immediately know the answer to a customer's question?

Areas to Cover

Approach to navigating uncertainty
Communication with customers about not knowing immediately
Resources used to find accurate information
Balance between speed and accuracy
Follow-up process to ensure customer satisfaction
Comfort level with admitting knowledge gaps

Possible Follow-up Questions

What resources do you typically use to find answers?
How do you ensure the information you provide is accurate?
How do you follow up with customers after finding information?

Interview Scorecard

Communication Skills

0: Not Enough Information Gathered to Evaluate
1: Struggles to express ideas clearly; poor listening skills; inappropriate communication style
2: Generally communicates adequately but with some issues in clarity or appropriateness
3: Communicates clearly and professionally; demonstrates good listening skills
4: Exceptional communicator; adapts style perfectly to situation; demonstrates outstanding listening and comprehension

Customer Focus

0: Not Enough Information Gathered to Evaluate
1: Shows limited interest in customer needs; prioritizes convenience over service
2: Shows basic understanding of customer service principles but may lack depth
3: Demonstrates genuine interest in customer satisfaction; takes ownership of issues
4: Exhibits exceptional customer orientation; consistently puts customer needs first; proactively identifies service opportunities

Problem-Solving Ability

0: Not Enough Information Gathered to Evaluate
1: Approaches problems ineffectively; struggles to identify solutions
2: Can solve routine problems but may need assistance with complex issues
3: Effectively identifies and resolves various customer issues with reasonable approaches
4: Demonstrates creative problem-solving; resourceful in finding solutions to complex problems

Adaptability

0: Not Enough Information Gathered to Evaluate
1: Struggles with changes or unexpected situations; prefers rigid procedures
2: Can adjust to changes with some support; occasionally inflexible
3: Adapts well to changing priorities; handles unexpected situations effectively
4: Thrives in dynamic environments; exceptionally flexible; turns challenges into opportunities

Consistently achieve customer satisfaction ratings above 90%

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve This Goal based on customer service approach
2: May Partially Achieve This Goal with significant development
3: Likely to Achieve This Goal with proper training and support
4: Likely to Exceed This Goal based on demonstrated service excellence

Maintain first-contact resolution rate of at least 75%

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve This Goal based on problem-solving approach
2: May Partially Achieve This Goal with development in product knowledge
3: Likely to Achieve This Goal with proper training
4: Likely to Exceed This Goal based on demonstrated problem-solving abilities

Process customer transactions with at least 95% accuracy

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve This Goal based on attention to detail
2: May Partially Achieve This Goal with development in accuracy
3: Likely to Achieve This Goal with proper systems training
4: Likely to Exceed This Goal based on demonstrated precision and care

Hiring Recommendation

1: Strong No Hire
2: No Hire
3: Hire
4: Strong Hire

Customer Service Simulation

Directions for the Interviewer

This simulation is designed to assess how candidates handle realistic customer service scenarios they would encounter in the role. The goal is to evaluate their real-time problem-solving, communication style, and customer service approach in action, rather than just discussing past experiences.

Prepare by reviewing the scenarios beforehand and understanding the ideal responses. During the simulation, pay attention to:

How quickly the candidate grasps the situation
Their tone and language choices
Problem-solving approach
Ability to balance company policies with customer satisfaction
Adaptability when scenarios take unexpected turns

After each scenario, provide a brief transition before moving to the next one. Allow candidates time to ask clarifying questions if needed. Remember that some nervousness is normal in simulations, so focus on their core approach and skills rather than perfect delivery.

Directions to Share with Candidate

"In this part of the interview, we'll simulate several customer service scenarios you might encounter in this role. I'll present situations, and I'd like you to respond as if you were actually speaking with the customer. Feel free to ask me clarifying questions if needed. We're looking to understand your natural approach to customer service, so handle each scenario as you would in a real work environment. There are no perfect scripts—we want to see your authentic customer service style."

Interview Questions

Scenario 1: Handling a Product Return

"I'm a customer calling about returning a product I purchased last week. I don't have the receipt anymore, and I've already opened the packaging. Your company policy states that returns require a receipt and unopened packaging, but I'm clearly frustrated and insistent that I should be able to return it. How would you handle this call?"

Areas to Cover

Greeting and establishing rapport
Gathering information about the product and purchase
Acknowledging the customer's frustration
Explaining policy while exploring possible solutions
Knowledge of alternatives like exchanges or store credit
Tone and empathy throughout the interaction

Possible Follow-up Questions

What if I become increasingly upset during this conversation?
How would you handle if I asked to speak with a manager?
What options might you explore to reach a satisfactory resolution?

Scenario 2: Managing Multiple Channels

"In this scenario, imagine you're managing phone calls, emails, and chat messages simultaneously. A customer on the phone needs detailed product information, three new chat messages have just arrived, and your email queue shows several urgent messages. Walk me through how you would prioritize and handle this situation."

Areas to Cover

Prioritization approach
Communication with waiting customers
Efficiency while maintaining quality service
Stress management techniques
Use of available resources or team members
Time management strategies

Possible Follow-up Questions

How would you communicate with customers who need to wait?
What if one of the chat messages indicates a very upset customer?
How do you ensure no customer inquiry gets overlooked?

Scenario 3: Explaining Technical Information

"I'm an elderly customer who is not tech-savvy. I've purchased one of our [technical products] but am having trouble setting it up. I'm confused and becoming frustrated. How would you walk me through the setup process?"

Areas to Cover

Patience and appropriate pacing
Ability to simplify complex information
Checking for understanding throughout
Adaptability based on customer's responses
Use of analogies or comparisons if helpful
Maintaining a supportive, non-condescending tone

Possible Follow-up Questions

What if I still can't understand after your initial explanation?
How would you determine if this needs to be escalated?
What alternative approaches might you try if verbal instructions aren't working?

Scenario 4: Handling Product Knowledge Gaps

"I'm asking detailed questions about a new product feature that was just released yesterday. You haven't been briefed on this feature yet. How would you handle this situation?"

Areas to Cover

Transparency about knowledge limitations
Resourcefulness in finding information
Balance between honesty and maintaining confidence
Appropriate use of hold time or transfers if needed
Follow-up process
Commitment to customer satisfaction

Possible Follow-up Questions

What resources would you use to find this information?
How would you prevent this situation in the future?
What would you say if I express frustration about your lack of knowledge?

Interview Scorecard

Communication Effectiveness

0: Not Enough Information Gathered to Evaluate
1: Communication was unclear, inappropriate, or ineffective for customer scenarios
2: Communicated adequately but with inconsistent clarity or professionalism
3: Communicated clearly and professionally throughout all scenarios
4: Exceptional communication; perfectly adapted style to each scenario; outstanding listening and articulation

Problem Resolution Skills

0: Not Enough Information Gathered to Evaluate
1: Struggled to identify appropriate solutions; overly rigid or ineffective approaches
2: Found basic solutions but missed opportunities for optimal resolutions
3: Effectively resolved issues with appropriate solutions in most scenarios
4: Demonstrated creative and highly effective problem-solving in all scenarios

Empathy and Customer Focus

0: Not Enough Information Gathered to Evaluate
1: Showed minimal concern for customer feelings; transaction-focused approach
2: Demonstrated basic empathy but inconsistently connected with customer needs
3: Consistently showed genuine empathy and focus on customer satisfaction
4: Exceptional empathy; perfectly balanced emotional connection with professional problem-solving

Adaptability Under Pressure

0: Not Enough Information Gathered to Evaluate
1: Became flustered or inflexible when scenarios became challenging
2: Maintained composure but with some difficulty adjusting to unexpected elements
3: Adapted well to pressure and changing scenario elements
4: Thrived under pressure; turned challenging situations into positive opportunities

Consistently achieve customer satisfaction ratings above 90%

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve This Goal based on simulation performance
2: May Partially Achieve This Goal with significant coaching
3: Likely to Achieve This Goal with standard training
4: Likely to Exceed This Goal based on exceptional customer service demonstrated

Maintain first-contact resolution rate of at least 75%

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve This Goal based on resolution approaches
2: May Partially Achieve This Goal with improved problem-solving techniques
3: Likely to Achieve This Goal with proper product training
4: Likely to Exceed This Goal based on resourceful problem-solving demonstrated

Process customer transactions with at least 95% accuracy

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve This Goal based on attention to details in simulation
2: May Partially Achieve This Goal with improved focus on accuracy
3: Likely to Achieve This Goal with standard systems training
4: Likely to Exceed This Goal based on demonstrated thoroughness and precision

Hiring Recommendation

1: Strong No Hire
2: No Hire
3: Hire
4: Strong Hire

Competency Interview

Directions for the Interviewer

This interview focuses on evaluating the candidate's key behavioral competencies that predict success in a customer service role. The questions are designed to elicit specific examples that demonstrate communication skills, problem-solving abilities, patience, customer focus, and adaptability.

Probe for detailed examples with follow-up questions—push beyond general statements to understand exactly what the candidate did in specific situations. Listen for indicators of their approach to difficult situations, their ability to maintain composure, and their genuine interest in helping customers. Since this is potentially an entry-level role, focus more on transferable skills and traits rather than specific customer service experience if the candidate has limited work history.

Pay attention to how candidates tell their stories—do they take ownership of their actions? Do they demonstrate learning and growth? Note that how they communicate during the interview itself is also indicative of how they'll communicate with customers.

Directions to Share with Candidate

"In this interview, I'll be asking about specific situations you've encountered and how you handled them. I'm interested in understanding your approach to customer service, problem-solving, and working with others. Please share detailed examples from your past experience, whether from work, school, volunteering, or other relevant contexts. There are no right or wrong answers—I'm simply looking to understand your particular strengths and working style."

Interview Questions

Tell me about a time when you had to communicate a complex or technical concept to someone who was unfamiliar with the subject. How did you approach this? (Communication Skills)

Areas to Cover

Specific situation requiring clear explanation of complex information
Assessment of the other person's knowledge level
Strategy used to simplify the concept
Techniques used to confirm understanding
Adjustments made if initial explanation wasn't effective
Result of the communication effort

Possible Follow-up Questions

How did you know they understood your explanation?
What would you have done differently if they still didn't understand?
How do you prepare to explain complex topics to others?

Describe a situation where you had to solve a problem for someone when the standard solution or procedure wouldn't work. What did you do? (Problem-Solving)

Areas to Cover

Specific problem that required non-standard solution
Constraints or limitations that prevented standard approach
Process for generating alternative solutions
Resources or people consulted for help
Implementation of the chosen solution
Outcome and what was learned from the experience

Possible Follow-up Questions

How did you decide which alternative solution to try?
What risks did you consider before implementing your solution?
How did this experience influence how you approach problems now?

Tell me about a situation that tested your patience. How did you maintain your composure and professionalism? (Patience and Composure)

Areas to Cover

Specific challenging situation that required significant patience
Initial emotional reaction to the situation
Specific techniques used to maintain composure
How they communicated during the challenging situation
Resolution of the situation
Reflection on effectiveness of their approach

Possible Follow-up Questions

What signs tell you that you're starting to lose patience?
What techniques work best for you to regain composure?
How has your approach to managing frustration evolved over time?

Share an experience where you had to put yourself in someone else's shoes to understand their perspective or needs. How did this change your approach? (Customer Focus)

Areas to Cover

Specific situation requiring empathy and perspective-taking
Initial assumptions or misunderstandings
Process of understanding the other person's perspective
How this new understanding changed their approach
Communication techniques used to demonstrate understanding
Outcome and impact of the empathetic approach

Possible Follow-up Questions

What clues helped you understand their perspective?
How do you build rapport with different types of people?
How do you balance empathy with maintaining appropriate boundaries?

Tell me about a time when you had to quickly adjust to a significant change or unexpected situation. How did you adapt? (Adaptability)

Areas to Cover

Specific unexpected change or situation
Initial reaction to the change
Strategy for adapting to the new circumstances
Resources leveraged during the transition
Challenges faced during adaptation
Lessons learned from navigating the change

Possible Follow-up Questions

What was the most difficult aspect of adapting to this change?
How did you help others adjust to this change?
How has this experience prepared you for future unexpected situations?

Interview Scorecard

Communication Skills

0: Not Enough Information Gathered to Evaluate
1: Shows significant gaps in communication abilities; unclear or inappropriate style
2: Communicates adequately in routine situations but struggles with nuance or complexity
3: Effectively communicates across various situations; adapts style appropriately
4: Exceptional communicator; demonstrates outstanding clarity, active listening, and adaptability

Problem-Solving

0: Not Enough Information Gathered to Evaluate
1: Displays limited problem-solving abilities; relies heavily on standard solutions
2: Can solve routine problems but struggles with complex or unusual situations
3: Shows sound problem-solving approach; resourceful in finding appropriate solutions
4: Demonstrates exceptional analytical thinking and creativity in problem-solving

Patience and Composure

0: Not Enough Information Gathered to Evaluate
1: Demonstrates poor emotional regulation; likely to become visibly frustrated
2: Maintains basic composure in moderately stressful situations
3: Consistently maintains professional demeanor even in challenging circumstances
4: Exemplary emotional regulation; remains calm and effective in highly stressful situations

Customer Focus

0: Not Enough Information Gathered to Evaluate
1: Shows limited interest in understanding or meeting others' needs
2: Demonstrates basic customer service orientation but may miss deeper needs
3: Consistently shows empathy and genuine interest in satisfying others' needs
4: Exceptional customer orientation; anticipates needs and consistently exceeds expectations

Adaptability

0: Not Enough Information Gathered to Evaluate
1: Resists change; struggles significantly when routines are disrupted
2: Can adapt to changes with support but prefers stability
3: Adjusts well to changing circumstances; maintains effectiveness during transitions
4: Thrives during change; views unexpected situations as opportunities for growth

Consistently achieve customer satisfaction ratings above 90%

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve This Goal based on customer orientation demonstrated
2: May Partially Achieve This Goal with development in service approach
3: Likely to Achieve This Goal with standard training and support
4: Likely to Exceed This Goal based on exceptional customer focus demonstrated

Maintain first-contact resolution rate of at least 75%

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve This Goal based on problem-solving approach
2: May Partially Achieve This Goal with improved troubleshooting skills
3: Likely to Achieve This Goal with proper product training
4: Likely to Exceed This Goal based on demonstrated problem-solving abilities

Process customer transactions with at least 95% accuracy

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve This Goal based on attention to detail demonstrated
2: May Partially Achieve This Goal with improved focus on accuracy
3: Likely to Achieve This Goal with standard systems training
4: Likely to Exceed This Goal based on demonstrated thoroughness

Hiring Recommendation

1: Strong No Hire
2: No Hire
3: Hire
4: Strong Hire

Debrief Meeting

Directions for Conducting the Debrief Meeting

The Debrief Meeting is an open discussion for the hiring team members to share the information learned during the candidate interviews. Use the questions below to guide the discussion.

Start the meeting by reviewing the requirements for the role and the key competencies and goals to succeed as a Customer Service Representative. Remind everyone of the essential behavioral competencies we're looking for: Communication Skills, Problem-Solving, Patience and Composure, Customer Focus, and Adaptability.

The meeting leader should strive to create an environment where it is okay to express opinions about the candidate that differ from the consensus or from leadership's opinions. Evaluation of a candidate's customer service potential should be based on demonstrated behaviors and capabilities shown throughout the interview process.

Scores and interview notes are important data points but should not be the sole factor in making the final decision. Consider how the candidate would fit within the existing team culture and their potential for growth.

Any hiring team member should feel free to change their recommendation as they learn new information and reflect on what they've learned.

Questions to Guide the Debrief Meeting

Question: Does anyone have any questions for the other interviewers about the candidate?

Guidance: The meeting facilitator should initially present themselves as neutral and try not to sway the conversation before others have a chance to speak up.

Question: Are there any additional comments about the Candidate?

Guidance: This is an opportunity for all the interviewers to share anything they learned that is important for the other interviewers to know.

Question: Is there anything further we need to investigate before making a decision?

Guidance: Based on this discussion, you may decide to probe further on certain issues with the candidate or explore specific issues in the reference calls.

Question: Has anyone changed their hire/no-hire recommendation?

Guidance: This is an opportunity for the interviewers to change their recommendation from the new information they learned in this meeting.

Question: If the consensus is no hire, should the candidate be considered for other roles? If so, what roles?

Guidance: Discuss whether engaging with the candidate about a different role would be worthwhile.

Question: What are the next steps?

Guidance: If there is no consensus, follow the process for that situation (e.g., it is the hiring manager's decision). Further investigation may be needed before making the decision. If there is a consensus on hiring, reference checks could be the next step.

Reference Checks

Directions for Conducting Reference Checks

Reference checks are a critical final step in the customer service hiring process. They provide external validation of the candidate's past performance and work style. For customer service roles, reference checks are particularly valuable for gaining insights into how a candidate interacts with others, handles pressure, and resolves problems.

When conducting the reference check, create a comfortable atmosphere for honest feedback. Begin by explaining the role and key responsibilities before asking your questions. Listen carefully for hesitations or cautious answers, which may indicate areas to probe further.

Remember that this template can be used for multiple references. We recommend speaking with at least two professional references—ideally direct supervisors who have observed the candidate interacting with customers or handling service-related tasks.

Take detailed notes during the conversation, focusing on specific examples provided by the reference rather than general impressions.

Questions for Reference Checks

How did you work with [Candidate] and for how long?

Guidance: Establish the reference's relationship with the candidate to understand the context of their feedback. Determine if they directly supervised the candidate and whether they observed their customer interactions firsthand.

How would you describe [Candidate]'s communication skills, particularly when explaining complex information or dealing with difficult conversations?

Guidance: Listen for specific examples of how the candidate communicated with customers, colleagues, or stakeholders. Note whether the reference highlights adaptability in communication style or exceptional listening skills.

Can you describe a situation where [Candidate] had to resolve a difficult customer issue? How did they handle it?

Guidance: Pay attention to the approach the candidate took, whether they showed initiative, and the outcome of the situation. This question helps validate problem-solving abilities and customer focus.

How does [Candidate] handle pressure or stressful situations? Can you provide an example?

Guidance: This question helps assess the candidate's patience and composure. Listen for coping mechanisms, professionalism under pressure, and ability to maintain service quality during challenging times.

What would you say are [Candidate]'s greatest strengths in a customer service context?

Guidance: Compare the strengths mentioned with those identified during interviews. This helps validate your assessment and may reveal additional positive attributes.

Were there any areas where [Candidate] needed improvement or development? How did they respond to feedback?

Guidance: This question helps assess coachability and self-awareness. Note both the areas for improvement and how receptively the candidate addressed feedback.

On a scale of 1-10, how likely would you be to rehire [Candidate] for a customer service role if you had the opportunity? Why?

Guidance: This question often elicits the most honest assessment. Anything below an 8 warrants follow-up questions to understand concerns. The explanation is often more valuable than the numerical rating.

Reference Check Scorecard

Communication Effectiveness

0: Not Enough Information Gathered to Evaluate
1: Reference indicates significant communication challenges or issues
2: Reference suggests adequate but inconsistent communication skills
3: Reference confirms effective communication in various situations
4: Reference provides examples of exceptional communication excellence

Problem-Solving Ability

0: Not Enough Information Gathered to Evaluate
1: Reference describes limited problem-solving capabilities
2: Reference indicates adequate problem-solving in routine situations
3: Reference confirms effective problem-solving even in challenging scenarios
4: Reference highlights exceptional creativity and resourcefulness in problem resolution

Patience and Composure

0: Not Enough Information Gathered to Evaluate
1: Reference mentions concerns about emotional regulation or composure
2: Reference indicates adequate composure in most situations
3: Reference confirms consistent professionalism even under pressure
4: Reference provides examples of exceptional poise in highly stressful situations

Customer Focus

0: Not Enough Information Gathered to Evaluate
1: Reference expresses concerns about customer orientation
2: Reference suggests basic customer service skills
3: Reference confirms strong customer focus and satisfaction
4: Reference highlights exceptional customer service that routinely exceeded expectations

Consistently achieve customer satisfaction ratings above 90%

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve This Goal based on reference feedback
2: May Partially Achieve This Goal with development
3: Likely to Achieve This Goal based on past performance
4: Likely to Exceed This Goal based on exceptional service history described

Maintain first-contact resolution rate of at least 75%

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve This Goal based on reference feedback
2: May Partially Achieve This Goal with improved skills
3: Likely to Achieve This Goal based on described capabilities
4: Likely to Exceed This Goal based on strong resolution skills highlighted

Process customer transactions with at least 95% accuracy

0: Not Enough Information Gathered to Evaluate
1: Unlikely to Achieve This Goal based on reference feedback
2: May Partially Achieve This Goal with greater attention to detail
3: Likely to Achieve This Goal based on described work habits
4: Likely to Exceed This Goal based on exceptional accuracy reported

Frequently Asked Questions

How should we weight the different interviews when making a final decision?

The Customer Service Simulation should be given the greatest weight as it most directly demonstrates the candidate's actual customer service abilities. The Competency Interview should be second in importance as it reveals behavioral patterns. The Screening Interview provides a good baseline but shouldn't outweigh practical demonstrations of ability. Reference Checks should be used primarily to validate your existing impressions rather than as the primary decision factor.

What if a candidate performs well in the interviews but has limited customer service experience?

For customer service roles, demonstrated aptitude can be more important than years of experience. Look for transferable skills from other roles or contexts—retail, volunteering, student leadership, etc. Focus on their communication style, problem-solving approach, and genuine desire to help others. These traits often predict success better than specific industry experience, especially for entry-level positions.

How should we evaluate candidates who seem nervous during the simulation?

Some nervousness is natural in interview simulations. Focus on how candidates recover and adjust as the simulation progresses. Look for improvement in their confidence and responses as they become more comfortable. The core qualities to evaluate are their approach to problem-solving, communication clarity, and customer orientation, even if delivery isn't perfect. For more tips, check out our guide on how to conduct a job interview.

What should we do if reference checks reveal minor concerns?

Minor concerns in reference checks should be weighed against the candidate's overall performance in the interview process. Consider whether the concern relates to a critical job function or an area where coaching could help. Sometimes, past issues provide growth opportunities that have already been addressed. Discuss specific concerns with the candidate directly for their perspective before making a final decision.

How can we ensure we're being fair and consistent across all candidates?

Use this interview guide as your foundation for every candidate. Ask the same core questions of each person, while allowing natural follow-up based on their responses. Have multiple interviewers complete independent scorecards before discussing impressions. Consider using interview scorecards to maintain objectivity and create comparable data points across candidates.

What accommodations should we consider for candidates with different needs?

Be prepared to adjust the interview process while maintaining fair evaluation standards. This might include providing extra time, offering written questions in advance, allowing breaks, or modifying the simulation format. The goal is to accurately assess capabilities regardless of individual differences. The core competencies being evaluated should remain consistent even if the format is adjusted.