CALL CENTER QUESTIONS & ANSWERS

1. Tell me about yourself.

I am currently studying electronic engineering but due to the country's situation my
university was unemployed for several months so I canceled the semester, I would describe
myself as a friendly person, a challenge seeker and an easy-going person, therefore I'm sure
I can perfectly be part of this company since I have the capability to carry out my duties and
grow within it.
Do you have experience in a call center?

no, i have no experience but i have worked in the customer service industry for two years

now in jobs as a sales consultant(consulnt) and receptionist

so i know how to treat people well I think my ability to learn will help me overcome that obstacul
quickly.

2. Why do you want to work for our company?

During my research(rriset), I discovered that your company really values(valus) training and
ongoing learning for your employees, and as someone who loves to learn new things and be
challenged, this is important to me.

3. What are your strengths and weaknesses?

One of my greatest(greurest) strengths is my ability to learn fast on the job and teach myself
different skillsets
and while I don’t have much experience in a call center , I think my ability to learn will help me
overcome that obstacle(obstacul) quickly.
And as my weaknesses I would highlight that I used to be disorganized8(disorganis) but with
time I have improved

4. Why do you want to work in a call center?

I’m excited to work in a fast-paced(paice) environment that will challenge me to use all of
my skills to solve problems and improve the customer experience. I love flexing my
communication skills and interacting(ineracting) with customers.

5. What is your idea of quality customer service?

My idea of quality customer service is being able to provide customers with friendly,
professional service that not only solves their problems or answers their questions, but also
leaves them feeling satisfied with the service they received.(reciv)
6. What’s your idea of a call center?
To me, a customer is the frontline of all customer interactions. It’s the job of call center
agents to listen and understand customer concerns while also providing helpful information.
At the end of the day, customer service call centers need to create satisfied customers with
every single call.

7. How would you handle a call from an angry customer?

I think the first step is to stay calm and express to the customer that you understand them. I
think it’s also important to remember that it isn’t personal, and the best way to de-escalate
the situation is to work towards a solution. For instance, The customer calls in saying he/she
has talked to 5-6 different people and nobody seems to solve problem, I would tell the
customer ¨Mr. Customer¨ I’m going to do everything within my power to solve your issue,
I'm going to go the extra mile to fix your problem, Let me fix this for you, give the chance to
solve your problem.

8. How to deal with a difficult customer?

To deal with a difficult customer you need to:
1. Listen to customer actively
2. Rephrase their concerns
3. Present a viable solution
4. Take action and follow up
5. Fix the problem at hand immediately
6. Use the feedback
7. Reduce the unpleasant situation
8. Prevent the situation from happening again
I think that everything that I just said is going to help.

9. How do you handle stress?

I try to react to situations rather than to stress. That way, I can handle the situation without
being too stressed. For example, when I deal with an angry customer, rather than focusing
on feeling stressed, I focus on the task at hand. I believe my ability to communicate doing
kind with customers during these moments helps reduce my own stress.

10. How do you see yourself in 5 years?

I see myself doing big things in life, huge things in life. If that means growing within this
company, I’m going to make it happen.

EXTRA:
Abilities you should have as an agent
1. Deep Knowledge of a Company’s Products or Services
2. Attention to Detail and Organization
3. Clear and Effective Communication
4. Adaptability
5. Empathy
6. Patience
7. Positive Attitude

Ejemplo

Good afternoon, thanks for calling to the costumer service of skys Colombia, mi name is

maria pinzon, who did I have the pleasure to talk to?

Okey mister xx How can I help you?
Xxxxxxxx
Will you hold for a moment while I check on that? Please stay in line
Xxxxxx
Ok Thanks for waiting mrxxx