How can companies effectively measure and evaluate a candidate's ability to adapt and respond to challenging customer situations in real-time during the hiring process for a CX role?

Companies can effectively measure a candidate's ability to adapt and respond to challenging customer situations in real-time during the hiring process for a CX role by incorporating situational judgment tests or role-playing exercises into the interview process. These simulations can provide insight into how candidates handle difficult scenarios and think on their feet. Additionally, asking behavioral questions that require candidates to provide examples of past experiences where they successfully resolved customer issues can help assess their problem-solving skills and adaptability. Finally, seeking feedback from references or conducting reference checks can also provide valuable information on a candidate's ability to handle challenging customer situations.