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Hiring a Good Support Person: An In-depth Guide
Why Customer Support Is Crucival
Before we dive into the main topic, it's essential to understand the role and importance of "customer support". Support teams act as the face of your company, interacting directly with customers who have questions, complaints, or need assistance. They are responsible for understanding the customer's needs, addressing their concerns professionally and providing satisfactory solutions. Therefore, due to their pivotal role, you need to ensure you hire individuals who effectively cater to your clients' requirements.
Support Interview Questions: What to Ask?
When you come up with the questions for the interview, they should be designed in a way that gives you a comprehensive idea about the applicant's advice-giving capacities, problem-solving skills, patience, and empathy. You might include questions like:
- How do you handle a situation where the customer is disappointed even after you've provided a solution?
- Can you describe a situation where you went extra miles to support a customer?
- How would you handle a customer who doesn't understand your technical explanation about a product or service?
Identify The Support Qualities: What to Look For?
As for the qualities you need in a customer support person, they should be patient, excellent communicators, empathetic, and have proficient problem-solving skills. A good customer support person should also have the ability to deal tactfully with all kinds of customers, understanding and resolving their concerns efficiently.
Here's a list of some essential characteristics you should look for:
1. Communication Skills: The candidate should be able to communicate clearly and effectively.
2. Adaptability: Being able to adapt to new situations or changes in procedure is a valuable trait.
3. Empathy: This is a crucial quality that empowers the support person to connect with the customer on an emotional level.
4. Technical Skills: They should have a good grasp of the product or service your company is dealing with.
5. Patience: Dealing with customers can often be an arduous task. Hence, patience is an indispensable attribute.
6. Problem-Solving Skill: They should be able to identify the customer's issues promptly and provide effective solutions.
The Interview Protocol: What’s The Process?
Your protocol for the interview process should begin from reviewing and shortlisting applications to conducting interviews and making the final decision.
1. Screening Applications: Scrutinize the resumes and look for relevant experience and qualifications.
2. Preliminary Interview: This is where you filter out the candidates who do not meet the expectations.
3. Skill Testing: Test their problem-solving ability and their flair in dealing with typical situation that a support person would face.
4. Final Interview: This is the stage where you ask the necessary support interview questions and ascertain their qualities.
5. Decision Making: Based on the results obtained from the steps above, choose the best candidate for the position.
To sum up, with the right set of interview questions, identification of key support qualities, and an organized interview protocol, you can streamline your hiring process and ensure you place the best candidate in your organization's customer support team. Remember, that a good support person is an investment towards your client's trust and loyalty.