Some managers underestimate how important a customer service rep is to their company. Just about anybody can help customers, but only an elite few can actually provide excellent customer service. There's a difference - and it's important to ask the right questions to differentiate between the "helpers" and the "providers".
Most of my favorite questions start out with: "Tell me about a time when you...."
"...had to deal with an irate customer and how you handled the situation.."
"...had to help more than one customer at a time..."
These questions tell you how the interviewee handles stressful situations and a fast-paced environment. Plus, it gets them talking more. Did the interviewee tell the story with a smile and were there happy resolutions (win-win) for everybody?
I would also ask the interviewee about their interests and what they like to do in their spare time. I've come to find out that people who are active and concerned about the community generally are the "providers" - they take initiative and are happier people.
The key thing is to find out if your potential customer service rep is a happy person. Happy people always give great service :)
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