Employee Interviewing and Selection
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Employee Testing and Interviewing
It is vital that an employer selects the best and the most suitable candidate to fill in a job vacancy. For the customer service officer position, the applicant needs to have the right attitudes due to the high client interaction numbers. I would, therefore, ask questions that would help me scrutinize the applicant social skills and non-verbal clues. The question I would put is, how do you handle stressful situations that are beyond your capabilities?
Employee Interviewing and Selection
A positive attitude is greatly associated with business professionalism and efficiency. Positivity also develops effective working relations with other employees in the organization (Anglim, Sojo, Ashford, Newman and Marty 2019). I picked this question because the job specification requires continuous interactions with clients. Therefore, one needs to have the right communication skills and attitudes. Dealing with some clients can be distressing, as some of them are hostile and unreasonable (Ballucci, Gill and Campbell 2017). It is also challenging for an employee to continuously dealing with customer complaints and negative feedback.
Positive attitude makes it easier for customer service to deal with the position’s challenges. I expect the candidate to respond by explaining how important the job is to their career development. The applicant should explain in details what he or she can do when dealing with angry or dissatisfied customers. He should describe how to gently talk down an angry or unhappy customer without causing more harm to the customer and the company.
In conclusion, an interviewer should look beyond the technical skills of a potential employee. A positive attitude in customer service ensures that customers have a positive experience. A bright outlook improves the mood of both the clients and other workers as well in the company.
Reference
Anglim, J., Sojo, V., Ashford, L. J., Newman, A., & Marty, A. (2019). Predicting employee attitudes to workplace diversity from personality, values, and cognitive ability. Journal of Research in Personality, 83, 103865.
Allen, S., & Marquart-Pyatt, S. T. (2018). Workplace energy conservation at Michigan state university. International Journal of Sustainability in Higher Education.
Ballucci, D., Gill, C., & Campbell, M. A. (2017). The power of attitude: The role of police culture and receptivity of risk assessment tools in IPV calls. Policing: a journal of policy and practice, 11(3), 242-257.
Employee Interviewing and Selection
Question
Consider the position for which you are interviewing candidates and post one of your interview questions, including the job title. Discuss why you developed this question and what response you would expect a potential candidate to provide.