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Interview questions
1. How do you define customer service?
2. What is the difference between good and great customer service?
3. Customer has a legitimate complaint with your service and requests an expensive refund.
4. What are the criteria you use to decide whether an agent with poor performance requires retraining or termination.
5. How would you typically deal with a floor supervisor lying, being unfair to an agent or cheating the time clock?
6. What issues do you need to report to your manager and what issues do you deal with yourself?
7. How do you team build?
8. How do you deal with various quality assurance issues?
9. When do you support your lead positions and refuse to support them?
10. Describe a training program that works.
11.Describe a quality assurance program that works.
12. How can you benchmark customer service?
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