Customer Service Manager:

What’s the most accurate predictor of a new Customer Service 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 manager candidates like Customer Service Manager.

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 manager position.

Customer Service Manager:

• Uses customer contact to build business
• Maximizes results by partnering as a customer advocate
• Teaching in a structured setting
• Willingness to serve all types of customers
• Directs and controls others in a business unit
• Practical intelligence
• Driven to produce by creating an enjoyable customer experience

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 Customer Service Manager Manager candidate.

View Skill 1 Interview questions below. This illustrates how the Customer Service Manager interview focuses on one of the critical factors of the job. To request the complete Interview Guide, click on the link below the preview.

Preview of Customer Service Manager Interview Guide: