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"Best Practices for Managing
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Customer Service Rep:
Interview Guide

What’s the most accurate predictor of a new Account Manager candidate’s job potential? Many people think it’s an interview, one where they “get a read” on the recruit’s likelihood to fit into their organization.

Nothing could be further from the truth. The typical job interview – while the most widely used selection tool – is also one of the least successful in predicting outcomes. In most studies, interviews rank 5th in predicting performance, particularly with sales rep candidates like Account Mangers.

Used correctly, however, as part of a disciplined selection approach, an interview can be very telling. The first issue is FOCUS . . . make sure your interviews are guided by the success profile you’ve chosen for your sales rep position.

Customer Service Rep

  • Willingness to serve all types of customers·
  • Uses customer contact to build business
  • Maximizes results by partnering as a customer advocate
  • Driven to produce by creating an enjoyable customer experience
  • Practical intelligence

Next, use a classic “coning approach” with questions to obtain the information needed to assess the candidate against specific profile elements. After the interview, individual assessment scores can be summarized, and a determination made as to how to move forward with your Account Manager candidate.

Click on the adjacent Interview Guide front page. This illustrates how the Account Manager interview focuses on the six critical factors of the job.

Click here to request a complete sample Customer Service Rep Interview Guide.

Click here to request a complete sample Customer Service Rep Interview Guide.