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Hiring: 10 Questions to Ask in a Support Interview

Sean Dailey, Ytel |  
Customer support is arguably one of the most important departments in a company; handling customers head on with a wide range of emotions and issues can be stressful and takes a certain type of personality. We're highlighting the most revealing questions you should ask while interviewing a potential customer support candidate. These will help you weed through the average joe's and find the superstars.

We're highlighting the most revealing questions you should ask while interviewing a potential customer support candidate. These will help you weed through the average joe's and find the superstars.



1. Describe a time when you received sub par customer experience, and how would you handle it differently if it were one of your customers?

2. How do you handle technical questions or requests that you can't answer? What approach works best?

3. How do you encourage customers to adopt new technology or new processes?

4. What are you great at today that you weren't a year ago? How do measure your skill set improving?

5. In your opinion, what are the top 3 customer service skills necessary to be successful? 

6. What have you done at your current/ last company to save time and resources? 

7. What do you think the customer service industry is missing?

8. 
A customer is pointing out a well-known problem with your product; how do you handle this feedback?

9. Explain a time when you advocated for a customer and their needs over your company's, and what transpired as a result. 

10. What is the strongest support quality you possess that you will bring to the table if you're hired? 

Need more guidance on interviewing? Check out this post, where we cover the messaging, atmosphere and additional questions necessary to find a rockstar to add to your team! 

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About The Author

Sean Dailey, Ytel

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Sean leads the Recruiting efforts and is involved with Product Development at Ytel. After almost 4 years of agency recruiting, Sean decided to move towards internal recruiting and joined Ytel. He is a huge believer in culture, and puts an emphasis on building relationships.


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