Customer Service Manager Question:

► Who have you spoken with so far in the interview process and what did you talk about? [This demonstrates if can they retain knowledge of names and other details]
► Tell me about your last or current position - what did you love and what didn't you like?
► Tell me about problems with the products or services you previously supported?
► What things on your resume are you really an expert on? [Ask to provide a really tough issue they resolved that involved those items.]
► How do you respond when you don't know the answer to a question?
► The customer is saying you're taking too long to solve the issue, what do you do?
► The customer is pointing out a big known problem with your product, what do you do? [This indicates if they can show empathy and/or have the ability to apologize.]
► Give an example of a customer that you turned around from a position of unhappiness to sheer joy.
► Define really great support. What experiences have you had personally that are great examples?
► Have you tried our product/service and what do you know about it?