How can organizations effectively measure a candidate's emotional intelligence and empathy during the hiring process for customer-facing roles?

Organizations can effectively measure a candidate's emotional intelligence and empathy during the hiring process for customer-facing roles by incorporating behavioral interview questions that focus on past experiences demonstrating these qualities. Additionally, using psychometric assessments specifically designed to assess emotional intelligence can provide valuable insights into a candidate's ability to understand and manage emotions. Observing how candidates interact with others during group exercises or role-playing scenarios can also help assess their empathy and interpersonal skills. Finally, seeking feedback from references or previous employers regarding a candidate's ability to connect with customers and demonstrate empathy can further validate their suitability for customer-facing roles.