Shortlisting Form Short listing matrix Date:- Position number:- Branch:- Position title :- customer service manager Selection criteria a. degree/diploma in hospitality management d. computer literate b. more than 5 years of experience in similar role e. proven skills in communication and leadership c. experience in managing teams f. proven ability to meet deadlines Applicant name Score for each selection criteria Overall assessment A B C D E F 1. 2. 3. 4. 5. 6. Scale Description Highly suitable HS Suitable S Unsuitable US Short listed candidates for interview:-
Interview procedure The four segments of an interview are: - Opening (makes the applicant comfortable; speak about the organization and the job). The first three minutes will determine the tone of the interview. - Body (asks background, situational, and job interest questions; discuss employment conditions; clarify resume information) - Closing (give applicant an opportunity to ask questions about the organization, job benefits, and advancement opportunities; tell the applicant when a decision will be made, and establish how soon the applicant could report for work, if selected) - Evaluation Period (the individual conducting the interview prepares a summary of the interview along with his or her observations). Interview form First impression checklist 1. Dressing sense 2. way of talking 3. hand-shake Interview questions: • What first drew you to work in customer service? • Why should we choose you over someone else? • What is your approach to customer service? • Do you have any long-term aspirations beyond this position? • Have you encountered a scenario where you dealt with a really upset customer, or were even blamed for something that wasn’t your fault? How did you handle this situation? • Describe an experience where you received positive (or negative) feedback from a customer and how that experience has made you a better rep. • Share a story about time when you encountered a problem and you did not immediately know the solution. Describe how you resolved the issue and how you communicated with the customer. Be as detailed as possible. • Describe an experience you had that required you to really empathize with a customer’s situation for you to truly understand their issue and how to solve it? • Support doesn’t always fix the issues, but does take ownership of the solution for issues. Tell me about a time you took ownership of something for a customer and reduced the effort they need to make to get help. What was the result? • How have you advocated for your customers when it was apparent that their issues could be prevented by improving how a product was designed, how a process could be streamlined, or how communication could have been made easier?
- Two '17
- customer service manager, bounce fitness