Situational Interview Questions

Sometimes it can be difficult to understand a customer if there is confusion or a language barrier. How would you handle a customer who you cannot understand?

When a Customer Service Representative works online or via phone, sometimes it is difficult to understand a customer. The goal of the question is to determine how the candidate deals with situations when there is a language barrier or confusion in the conversation. Complete the Scoring guide.

Score	Behavior Description	Example of Response
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5	Ability to remain calm and patient while treating customers respectfully while asking key questions to clarify meaning within a conversation, demonstrates their ability to communicate effectively and clearly	When dealing with a customer I find difficult to understand, I ask lots of questions to clarify what they are saying. If it is a difference in language, I use simple words and phrases so that they can understand me easier.

Behavioral Interview Questions

Tell me about a time when you had several different requests from a customer you had to complete during a call and how you managed to maintain accuracy while multitasking?

Call center representatives should have the ability to do multiple tasks at the same time, such as listen and engage with customers, understand their complaints, find information on the website or within the software for them and solve their problems. This requires the ability to process a lot of information quickly. It's easy to make mistakes when trying to do multiple things at the same time, but it's of utmost importance that they maintain high levels of accuracy. Complete the scoring guide.

Score	Behavior Description	Example of Response
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5	Demonstrates experience in working in high-volume call centers, explains techniques for maintaining accuracy, exhibits efficiency in their process, exemplifies importance of the customer's needs	"I find that it's important to avoid making the customer repeat themselves, so I type up concise notes as the customer relates their issue or request. That way, I won't forget anything as I progress through the workflow."