Name – Devashree Bordekar

Batch – Sunflower (Batch 4)

Amcat Questions:

Total question-7

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Answer duration - 1 mit

1. How you handle two concerns/project at the same time?

Ans:

a. Note down the concerns and names of caller on hold.

b. Priorities should be given to both
c. Plan to complete the high urgency small projects first
d. Try to understand cm view pt

2. Pervious how u handle critical escalation

Ans:

a. During escalation call it’s often more about understanding & managing emotion than dealing
with the facts .
b. If cm is shouting speak softly , if he is talking quickly speak slowly.
c. Mostly when I handle a escalation call then I ask cm to explain the problem I listen actively
d. I agree most of the time there is a problem , I never defend, deny or explain why the problem
happened because it sounds like I am making excuses, besides those are offstage issues that the
cm doesn’t really care about.
e. I Apologize to cm several times
f. I mostly inform cm that I will immediately fix problem and inform cm that problem has been
raised to the team and they will look and take action on it.

3. How you manage number from customers or client

Ans. Any information like phone number, policy number, etc. is the confidential information and should
be treated carefully. No paper, pen, or electronic devices like camera, phones, smart watches, etc.
should be allowed on the work floor. If any such number need to be provided to the customer, we need
to first verify whether he / she is a authorized person.

4. Which issue u highlights to manger.

a. Any issue / escalation that will have an adverse impact on the company’s reputation
b. Unusual requests (e.g. user account deactivation for long period, bill wavier, etc.)
c. Paid leaves request for a week or more / Salary : Incentives , deduction/week offs shift hrs

5 Any feedback you got from pervious company about your work?

a. My manager said me once I handle my calls quickly and my AHT was low and I never use to take
UPL .

6. How do you handle reject or No from customers

a. Firstly I don’t take it personal

b. I allow cm to speak all the frustration which he /she has about services
c. I speak softly even though they speak loudly
d. I take it as a challenge for myself that I will convince him because some time cm expectation are
to high where services cannot afford it because services also have limitation
e. I listen there problem I give solution as much as I have knowledge of my services but if cm
doesn’t agree I discuss it with my colleague or manager how to handle according to that I give
solution but if it’s still no . I go through once again in detail .

7.How you handle tough job in origination?

a. I go through all details which I learn during training .

b. I ask to my senior colleague to help with it and find out solution
c. I don’t hesitate to ask any question as am new I need to search the job info in details
d. I attend my self once I get prepared for call/ job
e. I try to handle difficult calls because I think it gives confidence

8. How you manage angry customer?

a. I listen all frustration through which cm is facing

b. I don’t deny or defend or explain why the problem happened
c. If cm is shouting I speak softly
d. If cm is talking quickly I speak slowly
e. After listening I give them option that how we can give benefits to cm
f. I Apologize to cm several times
g. I acknowledge them properly I never rush to end the call
9.what are Thought for success?

Ans: Success is I think it depends on karma & hard work and handling situation as it comes may be
good/bad remaining balanced .

10. Concern about classmates family teacher

11. If you are working & stuck with problem what option you give.

Ans:

a. I inform my colleague that I am in trouble of my system , I raise ticket to concern department

b. I keep waiting for their problem to get solved , if it’s still not solved I inform to manager

12.New question -- which is the hardest situation you have seen in your work and how to tackle it ?

Ans: In my previous organization, I was playing an important role for IROP i.e irregular operational flights

It was department where we need to listen all frustration of cm IROP means cancelled flight by Airline
due to climate or operational changes where cm use to get panic because flight use to get cancel prior
24 to 48hrs departure means at last moment we can say it , where I use to have rights to give them
option for accommodation for next flight which will be not on same date but on another date , the date
choices were with cm we use to check on our system is there any availability for next flight , sometimes
options for next flight were available and sometimes not , and if sometimes available there was time
problem some where early morning flights and late flights so cm use to get pissed off but I convinced
most of them . And last option if they don’t want next flight we use to refund amount to the same
account within 7working days . It was tough job but I think at last moment anybody can get angry . I
used to get good feedback from quality team as well when I was in IROP team, my quality of call
handling was 96 out of hundred in these pressure situation .