Winning at Customer Service and Call Centre Job Interviews
By Annette Lewis and Joe McDermott
This comprehensive and intelligent guide has been written by top interviewers Annette Lewis and Joe McDermott both of whom have extensive experience of recruitment in the Customer Services and Call Centre sectors.
This 224 page guide includes:
- Model answers to 96 questions frequently asked at Customer Services and Call Centre Interviews
- Answers to Competency Based and Behavioural questions
- Specific questions for Customer Service Advisors and Agents, Team Leaders and Supervisors and Senior Managers
- An analysis of the Customer Services and Call Centre Industry and the key skills required to succeed
Table of Contents
Introduction
Chapter 1: All about Customer Services and Call Centres
Careers in Customer Services
Skills Required in Customer Services
The Labour Market
Key Issues Facing the Industry
What Makes Good Customer Service
Business Process Outsourcing (BPO)
Glossary of Terms
Chapter 2: Customer Service and Call Centre Job Interview Basics Purpose of an interview
What every interviewer is looking for
Interview Styles
Chapter 3: Interview Formats
One on One
Round Robin
Panel Interviews
Telephone Interviews
Assessment Centres
Psychometric Tests
Dealing with Inexperienced Interviewers
Second Interviews
Structured Interviews
Chapter 4: Secrets of Successful Interviews
Chapter 5: On the Big Day
The Interview Structure
How to Dress for Success
Overcome Interview Nerves
Last Minute Check
Make a Great First Impression
Chapter 6: Interview Questions Analysed
Chapter 7: How to Predict the Questions
Chapter 8: Common Interview Questions
Chapter 9: Competency and Behavioural Interview Questions
Chapter 10: Role Specific Questions
Customer Service Advisor and Entry Level
Team Leader/Supervisor/Manager
Contact Centre Manager/Head of Customer Services
Chapter 11: Tough Questions for All
Chapter 12: Questions for BPO Candidates
Chapter 13: Closure
Including Questions to Ask
Index of Questions Answered
Appendix I – Job Interview Scripts for Customer Service Advisor, Call Centre Agent, Customer Care Team Leader, and Head of Customer Services
How to Purchase
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