Advice for Employers and Recruiters
8 tips for recruiters who want to improve how they hire customer service workers
Navigating the hiring process for early-career customer service roles can be a complex puzzle. Do you make it really easy for them to apply, which makes the hiring pool more inclusive and larger, but also could reduce the quality of the average applicant? Or do you make it hard for candidates to apply, on the theory that if they really want the job, they’ll be more persistent than candidates who are likely to voluntarily or be involuntarily terminated soon after being hired?
We reached out to eight hiring experts to ask for their insights. Included in their suggestions were using hands-on training, empathy mapping, and advanced digital tools to not only attract but retain top talent.
- Focus on Hands-On Training
- Enhance Hiring with Scenario-Based Workshops
- Use Advanced Digital Tools in Recruitment
- Implement Structured Feedback Loops
- Adopt Purposeful Rotation Planning
- Assess Soft Skills in Interviews
- Prioritize Cultural Fit and Potential
- Utilize Empathy Mapping in Hiring
Focus on Hands-On Training
If you’re looking to improve your early career hiring process for customer service roles, one great suggestion is to focus on clear, hands-on training from the start. New hires can easily feel overwhelmed with all the expectations and policies, so providing them with practical training experiences helps set them up for success.
Consider having them shadow experienced team members, practice role-playing customer interactions, or walk them through common scenarios they might encounter. It’s important to create an environment where new employees feel supported and comfortable while they learn the ropes.
Effective training helps employees gain confidence, develop the necessary skills, and truly understand your customer service standards. This boosts employee engagement and leads to better customer experiences.
Regular feedback and coaching during training help address any challenges they may face. A strong training foundation builds a solid base for long-term success in customer service roles.
Stanislav Khilobochenko, VP of Customer Services, Clario
Enhance Hiring with Scenario-Based Workshops
Offering interactive, scenario-based workshops can significantly enhance the hiring process for early career candidates in customer service roles. Instead of traditional lectures, create dynamic sessions where applicants engage in role-playing exercises. These can mimic real-life customer interactions and challenge candidates to practice conflict resolution and empathy on the spot. This not only builds essential skills but also allows employers to observe how individuals respond to pressure and adapt to realistic situations. Encouraging participants to critique each other’s performances can foster a collaborative learning environment and enhance personal growth. This hands-on approach offers invaluable insights into a candidate’s potential, beyond what can be assessed in a standard interview.
Jean Chen, COO & CHRO, Mondressy
Use Advanced Digital Tools in Recruitment
Use Tech in Recruitment: Use more advanced digital tools like video-based interviews and AI for candidate screening to speed up the hiring process and reduce time-to-hire. A video interview enables employers to gauge how candidates communicate while also providing employers insight into candidates’ professionalism and demeanor, all while limiting the upfront time commitment required to meet in person, saving both parties time. AI-powered screening can evaluate résumés and applications automatically, filtering the best candidates according to predefined criteria like experience, skills, or even keywords. This guarantees that the hiring managers devote their energies to the most pertinent candidates, minimizing bias, and elevating the nature of hires overall.
Moreover, these tools create a contemporary and interactive experience for job seekers, positioning the company as modern and tech-oriented. Automated scheduling systems can transform the interview process by letting candidates choose interview times that best suit them and creating a better candidate experience. Chatbots can also be used to respond to frequently asked questions throughout the application process, helping to keep candidates informed and engaged.
Those who can do more than submit a résumé, such as using platforms that offer online skills assessments or virtual simulations to assess candidates’ problem-solving skills or customer service savvy, increase the likelihood of a successful hire. Such tools provide insights into the fit and potential of a candidate for the role. As long as recruitment technology is used properly, organizations can guarantee that they adopt a quicker, more precise and, alongside this, a fairer talent acquisition process, and be able to attract and maintain top talent successfully.
Sean Smith, CEO & ex-Head of HR, Alpas Wellness
Implement Structured Feedback Loops
I’ve found that implementing structured feedback loops during the hiring process can make a significant difference. Allowing candidates to reflect on their performance in these simulations—and even ask follow-up questions—demonstrates their willingness to learn and adapt. This small but meaningful step can highlight qualities like self-awareness and coachability, which are invaluable for early career hires. By emphasizing practical, real-world assessments and fostering open communication, employers can identify talent that aligns with both role-specific skills and the company’s culture.
Anders Bill, Co-Founder/CPO, Superfiliate
Adopt Purposeful Rotation Planning
Rotating employees between roles can help them gain a better understanding of the company and hone various skill sets, but the real trick is to make these rotations meaningful. Avoid random rotations; instead, align them with both the employee’s personal growth aspirations and the company’s strategic needs. This can be done through a framework called “Purposeful Rotation Planning.”
This involves developing a tailored rotation schedule that combines employee interests with the skills needed across positions. Start with a detailed skills assessment for each role and map these against the team members’ current abilities and career goals. Schedule regular meetings to discuss progress and redeploy talents where they’re most beneficial to both the employee and the organization. This not only helps newcomers see the bigger picture of how different roles interact but also fosters a sense of ownership and confidence, keeping them engaged and adaptable.
Jovie Chen, CEO & CHRO, Zogiwel
Assess Soft Skills in Interviews
As someone who has worked in customer service for over 5 years and hired many early-career employees, I have learned that the hiring process for these roles is crucial. My number one suggestion for employers looking to improve is to design an interview process that truly assesses the soft skills needed for customer service excellence.
Rather than relying solely on traditional interview questions, I recommend incorporating exercises that simulate the realities of the job. For example, have candidates listen to a mock angry customer phone call and respond, or draft an email reply to a complex customer inquiry. This gives you a chance to see how they handle stress, think on their feet, communicate empathy, and solve problems.
I’ve found these real-world assessments reveal the candidates with natural customer service instincts versus those who just interview well. They show how candidates react when emotions run high, when policies conflict with customer desires, and when no scripted response exists. In customer service, soft skills trump qualifications on paper every time.
An authentic skills assessment allows you to hire those promising candidates with the patience, empathy, and problem-solving abilities that great service requires. Training can fill in any experience gaps, but you can’t necessarily train someone’s innate service mentality. Focusing more on uncovering soft skills in the early stages leads to better long-term hires who drive customer satisfaction.
John Walker, Founder, AI Answering Service
Prioritize Cultural Fit and Potential
I’ve seen firsthand how critical the early career hiring process is, especially for customer service roles. These positions are often the first point of contact between your company and your customers, so it’s essential to hire individuals who not only have the right skills but also embody the values of your business.
One key suggestion I would give employers looking to improve their early career hiring process is to prioritize cultural fit and potential over experience.
Why Cultural Fit and Potential Matter:
Customer service roles require individuals who can empathize with customers, think critically on their feet, and communicate effectively under pressure. While experience is valuable, especially for more senior positions, early-career candidates often have the energy, adaptability, and enthusiasm that can make them incredibly effective in these roles. More importantly, cultural fit and potential for growth are critical for long-term success.
Instead of focusing solely on resumes or previous job experience, I recommend looking for qualities like emotional intelligence, problem-solving ability, and eagerness to learn. For example, you might assess candidates by asking situational or behavioral questions that explore how they’ve handled challenges or interacted with others in stressful situations. This will give you a better understanding of their capabilities and mindset.
At Zapiy.com, we’ve found that when we focus on hiring individuals who align with our values and are excited to learn, they not only excel in customer service but often grow into long-term, high-performing team members. Investing in potential rather than only experience has been a key driver in building a strong, customer-centric team.
Utilize Empathy Mapping in Hiring
Empathy mapping is a valuable tool in customer service hiring. Most employers seek technical talents, but I discovered something deeper.
During one hiring cycle, I observed how candidates reacted to emotional nuances. Instead of typical interviews, we designed situations that assess actual human connection. We were not only looking for problem solvers, but also for emotional interpreters who could understand the underlying frustrations of our clients.
The breakthrough occurred when we began testing candidates’ ability to sit in discomfort. Can they listen without instantly offering solutions? Can they make a customer feel heard before addressing their issue? This method revealed something revolutionary: outstanding customer service isn’t about having all the answers but about building a true human connection.
Silvia Angeloro, Executive Coach, Resume Mentor
