PrincePerelson & Associates

How to determine if a customer service representative applicant will be a good hire?

Customer service represents the face of your business. And if you want to make a positive first, and lasting, impression, you need the right people on your front line. We asked business leaders for qualities they look for in successful customer service applicants. Read on to find out what they had to say:
Mark Good

Mark Good

Mark Good, Founder at Bingo Sites Guru.

Look for Candidates with Strong People, Communication Skills

Determining if a customer service representative applicant will be a good hire can be tricky. There are certain qualities that are essential for success in this role, and not everyone has what it takes to be a good fit.

However, there are a few key indicators that can help you determine whether or not an applicant will be a good hire.

First, look for applicants who have strong people skills. Customer service representatives need to be able to build rapport with customers and handle difficult interactions. Applicants that have experience dealing with the public and handling customer service inquiries will likely be the best fit for the job.

Second, look for applicants who have strong communication skills. Customer service representatives need to be able to communicate information to customers clearly. Those who can effectively listen to and understand customer inquiries will be better equipped to provide the assistance they need.

Third, look for applicants who are patient and calm under pressure. Dealing with difficult customer service inquiries can be stressful, so it’s important to find applicants who can remain calm and collected in difficult situations. Those who can maintain their composure under pressure and handle difficult customer interactions will likely make great hires.

By considering these factors, you’ll be able to narrow down the pool of applicants and find those who are most likely to succeed in the role of a customer service representative.

Role-play a Customer Service Scenario

The best way to determine if a customer service representative applicant will be a good hire is to assess their customer service skills. To do this, you can ask the applicant to role-play a customer service scenario with you or give them a customer service-related written test.

In addition to assessing customer service skills, you should also consider the applicant’s ability to handle difficult situations. To gauge this, you can ask the applicant to describe a time when they had to deal with a difficult customer.

Finally, you should make sure that the applicant has a positive attitude and is enthusiastic about the job. The best way to do this is to ask the applicant why they want to work in customer service, and what they think the most important aspect of the job is.

Brandon Wilkes

Brandon Wilkes

Brandon Wilkes, Marketing Manager at The Big Phone Store.

Lily Wili

Lily Wili

Lily Wili, Founder and Designer at Ever Wallpaper based in the United Kingdom.

Empathetic Attitude

A customer service representative applicant should possess the necessary skills to be a good hire. Besides communication skills, company leaders like me must determine if they fit the criteria before the job offer. Remember, hiring is crucial for ensuring company growth.

    ● A customer service representative should have empathy. They need emotional intelligence to perform the job because it involves interaction with rude or unpleasant customers. Always look for those who can relate well to others instead of hiring candidates with the most experience.

    ● Do not use the same hiring methods to avoid making the same mistakes. Instead, refine your process and analyze what your company needs from a representative. Break the mold and eliminate biases. Hire by understanding the company’s needs and culture.

Patient In Guiding Clients to Solutions

Customer service needs individuals who are passionate about helping their clients, and patient in guiding them to solutions through effective creative thinking. An applicant that addresses these critical attributes is an excellent candidate for this kind of position. Candidates that also express patience are incredibly valuable within a team. These individuals can support customers in a genuine way that best serves their needs.

Lyudmyla Dobrynina

Lyudmyla Dobrynina

Lyudmyla Dobrynina, Head of Marketing of Optimeal.

Norbert Juma

Norbert Juma

Norbert Juma is the Lead Editor at

Assess Problem-Solving Abilities

One of the key indicators that a customer service representative applicant will be a good hire is their problem-solving abilities. Hence, it is very important to incorporate situational questions during the interview. This way, you can determine how the applicant solves the problem and how he communicates the solution to the customer. It is very important for the applicant to be able to solve the sample issue quickly as in reality, customers can be very impatient. It is also imperative that the customer representative communicate very well to deliver the correct solution and appease the angry customer. Hence, the interview portion is crucial in identifying if the customer service representative applicant will do well.

Analyze Technical Abilities, Test Candidate’s Problem-Solving Skills

Analyze technical abilities
Recruiters should prioritize technical expertise and empathy when hiring for customer support positions. Because “precision and quality of information” affects customer satisfaction, be sure the people you hire can follow the assistance details. The capacity to identify concerns and resolve them is a strong basis for a good support experience.

A candidate’s technological skills are evaluated to examine how well they can manage routine chores utilizing software programs like chatbots, cloud-based email services, and customer relationship management (CRM) systems.

A candidate’s capacity to use multiple displays and menus, enter data accurately, adhere to instructions, collaborate with others as part of a team, and solve customer service issues will also be tested throughout the assessment.

Test candidate’s problem-solving skills
Another crucial skill that needs to be evaluated is the ability to solve problems. It can be achieved by asking applicants to offer a solution to a customer service issue or by having them explain how they would have handled a challenging circumstance. Maintaining your company’s operations amid this crisis depends on selecting the appropriate customer service specialists. You can have faith in your decision to select the finest option for your business by making sure you evaluate all of the talents your new hires require.

The most qualified applicants will have great verbal and written communication skills, the capacity to remain composed under pressure, exceptional problem-solving abilities, an optimistic outlook, and a solid working understanding of computers, including software programs. It’s crucial to hire customer support representatives who can remain composed under pressure and think on their feet. As agents will need to be able to recognize and address consumer problems, problem-solving abilities are crucial.

The capacity to resolve issues is not something that can be learned; you either have it or don’t. So before they even start working for your firm, it’s crucial to employ individuals who are skilled at problem-solving.

Rahul Vij

Rahul Vij

Rahul Vij, CEO at Webspero Solutions.

Brittany Mendez

Brittany Mendez

Brittany Mendez, CMO of

Proof of Concept

Proof of concept is a great way to see if a customer representative applicant is a good hire. Of course, we go through the entire interview process, and what we do is set up the representative to be an intern under a 1099 for a few months. This contract and the ability to make their own independent income under us lets us gauge if they’d be a great permanent fit for the team. When they finish their internship, we decide how they did and their overall performance.

Conduct a Phone Interview

Customer service representatives are the first point of contact for customers. They play a crucial role in the customer’s experience with the company and should be treated as such.

There are a lot of factors that go into determining whether or not a customer service representative applicant will be a good hire. Some of these factors include the applicant’s personality, how well they can handle difficult situations, and their overall attitude.

The first step in determining if a customer service representative applicant will be a good hire is to ask some questions about the job. This includes questions about the hours, any special requirements, and what type of work they do on the job. The next step is to look at the candidate’s resume. It is important to review their past experience and see if there are any red flags such as lack of experience or poor performance reviews.

The best way to determine if a customer service representative applicant will be a good hire is by conducting a phone interview. This allows you to gauge their skills and personality, which are two key components of any successful customer service representative.

There is no one-size-fits-all way to hire someone, but this article provides some tips on how to make sure that you get someone who can handle your company’s needs.

Thomas Niemczewski

Thomas Niemczewski, CEO and Founder at Dream Chasers.

Archie Payne

Archie Payne, President of CalTek Staffing

Try Hypothetical Interview Questions

First and foremost, a customer service representative needs to be patient, empathetic, and an excellent listener. They’re going to be interacting with a wide range of customers, including those who are already frustrated because they’re having problems. Someone who gets impatient and or defensive in these conversations will only escalate the situation rather than resolving it.

Hypothetical interview questions are often the best way to gauge whether someone has these qualities. This includes questions like, “Describe a time you’ve interacted with an upset customer and how you approached that situation to get a good outcome.” It can also help to ask questions about times they’ve dealt with “difficult” coworkers or clients. This phrasing can give you some extra insights because you can see what the candidate thinks of as “difficult” in a customer service context.

This is a crowdsourced article. Contributors' statements do not necessarily reflect the opinion of this website, other people, businesses, or other contributors.