Often, hiring managers fail to ask the right questions during interviews.
The key is to focus on past behavior to anticipate future behavior. Good questions to evaluate customer service would be, “Tell me about a time you had a difficult customer situation. How did you handle it, and what was the outcome?” or “Tell me about a time you built rapport with a difficult client.” Try to ask situation-action-result questions—questions that outline a situation in which the interviewee explains their actions and the results of that action.
