What do you do if a customer service candidate lacks key qualities during an interview?

1 Probe Deeper

When you notice a lack of key qualities during the interview, it's important to probe deeper into the candidate's experiences and competencies. Ask about specific situations where they've had to demonstrate the qualities they seem to be lacking. This approach gives them the opportunity to provide context that may not be immediately apparent. For example, they might have honed their conflict resolution skills in a different role or industry, which could be transferable to customer service. Understanding the full breadth of their skills and experiences can help you make a more informed decision.

2 Training Potential

Assess the candidate's potential for training and growth in areas where they're lacking. Some qualities can be developed over time with proper guidance and a willingness to learn. If the candidate shows a strong foundational skill set and an eagerness to improve, investing in their training could yield a dedicated and capable customer service representative. Consider whether your organization has the resources and time to commit to this development before making a hiring decision.

3 Cultural Fit

Cultural fit is an essential aspect of any job, but it's particularly important in customer service, where teamwork and company values are reflected in every interaction with clients. If a candidate lacks certain skills but aligns well with your company culture, they may still be a valuable addition to the team. It's often easier to train someone in specific customer service techniques than it is to instill in them the ethos of your organization.

4 Alternative Roles

Sometimes a candidate who lacks key qualities for a customer service position might be better suited for a different role within your organization. Explore alternative positions where their strengths could be better utilized. This not only provides the candidate with an opportunity that aligns with their skill set, but it also helps your organization by placing them in a role where they can excel and contribute effectively.

5 Honest Feedback

If you decide not to proceed with the candidate, offering constructive feedback can be beneficial for both parties. It allows the candidate to understand which areas they need to improve upon for future opportunities. Being transparent about the reasons behind your decision also reflects well on your organization, demonstrating fairness and a commitment to helping individuals grow professionally.