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I think that if I was having the problem I would explain what "customer service" is in the interview...really drill on it. Then I would create and use behavior based interview questions. They start out with "tell me about a time when..." and try to find out how these candidates behaved in the past in certain situations. As you know, the likelyhood that they will behave the same in the future is something like 89% or better. So, aske them to tell you about a time when they disagreed with someone, or the last time they were upset, or the last time somebody yelled at them or did something rude to them, or....you get it. Let me know how you do.
what company are you staffing for? Sounds like the problem you are trying to fix belongs to the CS director and / or manager. I have managed call center before and I personally took charge of turnover problems and all issues affecting staffing.
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