In interview process will vary by management. The phone interview will focus on your past experience. Be prepared to explain how your past experience aligns with the position for which you are applying. Be prepared to answer about 10-15 questions dealing with various customer service questions.
When was the last time you had a dissatisfied customer? What did you do to turn the customer around? How did you solve the customer's problem?
Be prepared to answer those types of questions. Many people use the "STAR" method
Just be detailed and honest. Make sure to stay on topic. Answer the question specifically and don't make stuff up. It is rather easy to hear BS. The interview will last between 35-45 minutes. I use this moment to reiterate themes. I stick with a specific plan. I go into the interview with the though that I will hammer one single theme. My team for these interview was "Relationally Focused". The key to customer service is building rapport with customers. So I hammered that theme with my experience and answers to her questions.
I have not gone to training yet. I've already accepted my offer officially. I've already passed my back ground check. The next call I will get will be from the Onboarding team who will inform me of my travel plans and itentiary for training in Raliegh, NC October 15.