INTRODUCE YOURSELF

PAWS ( Tell me about yourself?)

-Personal traits (name,age,live)
-Academic
-Work experience
-Skills

Cxr
13 basic
3500 allowance

18,5k
March 6,

1ST INTRO
I am Shiebea M. Bautista, but you can call me Ishie. I am 20 year's old and currently residing in
Valenzuela City. I am a 2nd year college student taking bachelor of science and accountancy at our lady of
fatima university. I worked at McDonalds as a service crew for 1 year where i (enchance) may customer service
skills.I am hard working, flexible, multi-task and also I can work under pressure.
Ppp

2ND INTRO
1. Greetings
2. Name and Nickname
3. Work experience
4. Academic
5. Skills
6. Connect your skill to call center
¹ I'm so grateful that i interview today, ²My name is Shiebea M. Bautista you can call me Ishie.³:I worked at
McDonalds as a service crew more than 1 year. I assigned to take, prepare and serve customers order in a
fastfood store.⁴ I am a BSA undergraduate student. ⁵ I am a hard-working, Multi-Tasking, flexible and can work
under pressure worker. ⁶ i believe that my experience and knowledge will fit in to your company, i can use this
skills when i get hired in callcenter.

My hobbies is playing computer/mobile games like CODM and Lol, also I like crafting like paper crafting, editing
stuff thru mobile anything that can express my creativity.

QUESTIO moN (INITIAL OR FINAL INTERVIEW)

• WHY BPO?
- For me BPO is the fastest growing industry in the Philippines where i can maximize my skills and potential
when it come to customer service. also there's a lot of benefits, has Friendly environment and where they can
provide a better career growth.
- fastest growing company industry, i can maximize my skills and potential , lots of benefits, friendly
environment, career growth

• WHAT IS BPO?
- Business Process Outsourcing is a industry that has agreement/contract with other companies to provide
support and carry out for there back and front office function. Whoch outsource their work in other countries.
- agreement with other companies,provide support, carry out their office function
• WHAT IS CALL CENTER FOR YOU?
- Callcenter is a job to listen and understand customer's concerns to provide a helpful information and
pleasing them via phone call.
- listen and understand customer's concern provide helpful information via call

• WHY DO YOU APPLY FOR THIS POSITION?

Ex: Because I am looking for a job. I want to advance my career / experience in a position that allows me to
grow as person and employee.

• WHY DO YOU WANT TO WORK IN CALLCENTER?

- I want to work at the callcenter because I always wanted to work in an office setup and speak with
foreign people. Also understand that working in a call center can help me advance in my career.

• HOW LONG YOU WILL STAY IN THE COMPANY?

- As long as the company treats me right and until the company needs my service and support me in my
career path.

•WHAT WILL YOU CONTRIBUTE TO OUR COMPANY?

-I’m willing to contribute to your company in any way I can. I have very flexible schedule where I able to help
the organization. Can be adaptable with my time to fill where you need me.

• WHAT IS CUSTOMER SERVICE?

- customer service is a assistance and advice provided by the company to the comsumer to purchase and
use your goods or services.
- assistance provide by the companyto the consumer, to purchase your goods or services

• WHAT IS GOOD/EXCELLENT CUSTOMER SERVICE?

- good customer service is building relationship with your customer to meets their expectations in the way of
rendering personalized service, maintaining pleasant attitude and valuing them .
> building strong relationship with the customer
> rendering personalized service, maintaining pleasant attitude and valuing them

• WHAT IS QUALITY CUSTOMER SERVICE?

- Quality customer service is building a strong relationship with your customer where providing efficient,
quick, and friendly service experience.
- Building strong relationship
- Providing efficient, quick, and friendly service experience.
• WHY DID YOU CHOOSE THIS INDUSTRY?
-

• WHERE DO YOU SEE YOURSELF IN 5 YEAR?

- i see myself in 5 years still working to your company with a higher position where I able to support my co-
workers in developing their communication skills and knowledge in customer service.

• ARE YOU OK TO WORK ONSITE?

- Yes
• ARE YOU GOOD IN NIGHT SHIFT SCHEDULE?
- I also worked night shifts at my previous job, and I have flexible hours, so I’m ok with that.
• WHAT IS YOUR EXPECTED SALARY?
- According to my research about the basic salaries of a callcenter agent is around 20 thousand to 30
thousand, but im comfortable with 23k.
- basic salaries 20thousand -30thousand-30thousand
- I am comfortable whatever the company decides to give will be truly grateful and happy to it

• WHY YOU QUIT IN YOUR PREVIOUS JOB?

-- I left my previous job because I wanted to explore a new field of work and because I felt like I had gained
enough knowledge and experience to try working in your company and i know this opportunity will lead me to
success.
- new field to work, gained enough experience and knowledge, new skill and knowledge
-- Career growth, Better opportunity

• WHY SHOULD WE HIRE YOU?

- i'm a hard-working, flexible, loyal and efficiently work under pressure person that you needed to your
company

• WHY WE SHOULDN’T HIRE YOU?

- You shouldn't hire me if i'm not a looking for a person who are flexible, hard-working and Responsible.
-
• WHAT DO YOU KNOW ABOUT OUR COMPANY?
- I know that this company is valuing their employees which means helping them to develop their skill and
knowledge and offer them several opportunities to grow their careers.

• WHAT IS YOUR MOTIVATION TO JOIN OUR COMPANY?

- I know that is company will has a well-trained stuff that can help me to develop my customer service skills
also can lead me to be a professional.

• WHAT IS THE REASON FOR YOU TO BE ABSENT/LATE?

- I always manage my time to be arrived early in my workplace. Its not reasonable to be late as long as
there’s no accident happened. The employee has right decision whether to be late or to be in time.
• HOW CAN YOU HANDLE IRATE CUSTOMER? (LAEG)
- Listen to their concerns.
- Apologize for inconvenience.
- Empathize with the customer emotions.
- Give an appropriate solution for customer concerns.

• HOW CAN YOU HANDLE RUDE CUSTOMER IN YOUR PREVIOUS JOB.

-first being clam with that situation, listen and understand their concerns, second apologize for the
inconvenience and Empathize their emotions, give an appropriate solution As quickly as possible.

•WHAT IS THE PROUDEST ACHIEVEMENT IN YOUR LIFE SO FAR?

- My proudest achievement is being able to hp
elp my family to earn money to lessen our expenses while we facing financial problem.

•WHAT IS INBOUND CALL OR OUTBOUND CALL?

- Out bound call is you are the one calling to the costumer to offer something.
- In bound call is you are the one who received call from the customer.

•WHAT IS YU EDGE AMONG THE APPLICANT?

 - (@liz:everyone is unique I can't compare myself to them, i want to assure thst I'll gave my 100% percent
didication and always ready for learning .)
- (i can not really compare myself to them since I do not know them personally but I know myself well enough
to assure you that I am the bez 😅)1
- I can cant compare myself to them because I am confident that I know myself and will do my best for this
job to be able to use my unique skills and knowledge in work.

•WHAT IS YOUR STRENGTH AND WEAKNESS?

> STRENGTH – I am hardworking, I never been late or absent also I can work efficiently under pressure
> WEAKNESS
- I’m To honest and friendly
- I can’t say no when someone ask for help

•WHAT CAN YOU DO FOR US THAT OTHER CANDIDATES CANT?

- im committed to my work, also Attendance i never been late or absent , Loyalty because I will stay to your
company as long as this company needed my service.

•WHAT IS YOUR STRESSFUL SITUATION IN YOUR PREVIOUS JOB?

- the stressful situation for me is being a drivethru counter

•WHAT IS THE PROUDEST ACHIEVEMENT IN YOUR LIFE SO FAR?

- My proudest achievement is being able to help my family to earn money to lessen our daily
expenses while facing financial problem.

• WHY DID YOU CHOOSE THIS INDUSTRY?

- Ichoose this industry because I know that o can help me to may career path and become a
professional

• IS CUSTOMER IS ALWAYS RIGHT?

- customer is not always right but we must treat them right, it depends on the situation but their
complains are valid.
- not always right
- depends of the situation
- customer complain is acknowledgable and valid
- company has etiquette to follow that still treat them right even though they're wrong.

• WHY YOU QUIT IN YOUR PREVIOUS JOB?

> To try a new field of work like call center. I believe that I gained enough knowledge and experience in
my previous job to be able to try your company that can help me to lead in a better career growth and
success.
- new field to work
- I believe that gained enough experience and knowledge in previous job
- Career growth
- Better opportunity
• WHAT IS YOUR SHORT-TERM AND LONG-TERM GOAL?
My Short-term goals is to passed this interview to get hired and work to your company
My long-term goals is to be part of your company success and to get a higher position, to be able to
help my co-workers to develop their skills and knowledge in customer services.

• TELL ME YOUR ABILITY TO WORK UNDER PRESSURE?

>Being calm in any stressful situation and stay Focus on multitasking whild being patient to anything
- staying calm, even though being pressure by the people around you , but still focusing on
multitasking while being patient and positive to finish your task.

• HOW DO YOU HANDLE STRESS?

- Being clam
• DO YOU ENJOY WORKING IN A TEAM?
• REASON WHY YOU STOP STUDYING?
• TELL ME HOW DID YOU GET WAY HERE.
- My first ride will be a tricycle from my house to MC Arthur highway, followed by a jeep ride to
Monumento and getting off at the hypermarket and my last trip Taking a ride a bus in Edsa bus
carousel station to arrived in Centris.
• DO YOU HAVE PLAN CONTINUING YOUR STUDY?
- No, I don’t have any plans to continue my studies because my main goal is to help my family solve
their financial problems. I can still learn things at work, though, which will help me become a
professional. I can learn more through experience.
- I'm looking forward to work in your company in a higher position

• WHAT IS THE DIFFERENCE OF URGENCY AND BEING ON TIME?

•GIVE ME 5 CHARACTERISTIC YO HAVE?

•WHAT ARE THE EXPECTATIONS WITH THIS JOB.
-Professional advancement and good future

OUT OF THE BOX QUESTION

• HOW CAN YOU SELL THIS PRODUCTS TO A CUSTOMER?
- this product used by the famous actor which is (name) in korean drama.
- also this product a she/he used this product to an
- you can be fan of it,most of the people today possessed to their idols.

• HOW CAN YOU SELL AN ICE IN ANTARCTICA?

 - flavored ice candy were you will able to eat and it taste sweets. I know that in Antarctica has a lot of
ice but it can’t be eaten so I invented a product that you will able to eat with fruit flavor
- I will sell an igloo ice block, to pursue the customer a to purchase this so they can save time and
lessen their work to make an igloo house. Because it is already made so you it is ready to delivered in
your area.

• IF YOU COULD BE AN ANIMAL WHAT IT COULD BE?

- Horse Because it was my Chinese horoscope also it symbolize of me for being a hard-working,
patient and also Challenging person.

• IF YOU HAVE CHANCE TO HAVE A SUPERPOWER WHAT IT COULD BE?

-I’ll chose being invisible. Why? Simple coz everyone sees me clearly but they didn’t saw my worth for
being valuable person, also I will able to do what ever I want and visiting

• WHAT IS THE BEST SM BRANCH FOR NAME IT AND EXPLAIN WHY?

• IF YOU WERE A ANT SIZE HOW COULD YOU GET OUT IN A BLENDER?
- Climbing up faster as I can or able reach a side were I cant reach by liquid inside the blender
•ARE YOU PRO OR AGAINST WITH DIVORCE?

•IMPLEMENTING A LAW FOR A DAY?

- Salary increase to all minimum wage workers, because all of them doing all their best to serve
people. We are in golden era means all of the stuff is getting a price hike
•HOW TO MAKE A CUP OF COFFEE?

•HOW CAN YOU TURN ON MOBILE DATA?

•IF YOU WERE ABLE TO TALK TO YOUR 9YEARS OLD SELF, WHQT WOULD YOU TELL?

•GIVE 1 SOLUTION TO SOLVE A TRAFFIC IN METRO MANILA?

-Work from home
-Create job in provinces
-Equal Salary in manila rate and provincial rate.

• WHY IS THE MAN HOLE ROUND?

-A round manhole cover can’t fall through its circular opening, because no matter how you position it,
the cover is wider than the hole. But a square, rectangular, or oval manhole cover could fall in if it was
inserted diagonally into the hole.

• WOULD YOU RATHER TRAVEL 100 YEARS BACKWARD OR 100 YEAR FROM THE FUTURE?

• HOW CAN YO SELL A CIGARETTES TO A NON-SMOKER?

 -Sir/Ma’am we have a new product,us you can see this is a cegarette but this not ordinary one. These
cegarette is helping to kill defferent I’llness because it came from the diff. Herbal med. Not in tabacco
lives.
The smoke of these cegarette is good not harmfull of our body. Ill garuntee to u sir/maam its proven in
deff. Country nation wide…

• DIFFERENT OF LISTENING AND HEARING?

- Listening is listen with understanding. While hearing is our sense or ability to hear so that we can
listen and understand

•DIFFERENT OF SYMPATHY AND EMPATHY?

- Sympathy is you feel sorry for what happen to someone, empathy is you put yourself in that
situation and feel the same emotional that the person feel s right away

•IF I AM A BLIND PERSON HOW WILL YOU DESCRIBE ADAN AND EVE FOR ME TO PAINT THEM ?
- I can describe adan and eve as a naked person they are very innocent, they live in a garden that
are surrounded by the flowers, tress, animals.

•HOW WILL YOU DESCRIBE A COLOR TO A BLIND PERSON? (Touch, Smell, Taste, Emotional)

Rainbow – ( hope, new beginnings there’s a rainbow after a rain)

1. RED- (Love) loving someone, taste like strawberry,

2. GREEN – (Environment) In the middle of the forest, where birds are singing and Fresh air, it also
makes you feel calm and relaxed.
3. VIOLET – smelling a fragrance (lavander) comforting and relaxing, taste like sa grapes.
4. ORANGE - taste like an orange fruit, feels like hot,
5. BROWN- taste like a Chocolate
6. YELLOW- bright of the future, Sunrise
7. GRAY- being old,
8. WHITE- Pure personality, Neat and clean, smells like sampaguita
9. PINK- taste of a sweet candy, soft personality,
10. BLACK- feel being alone,
11. BLUE- feels like comfy, touching a bubbles, smells like a bathtub with soap.

• HOW CAN YOU TIE SHOE RIBBON?

• WHAT IS YOUR FAVORITE SCENT?
- My favorite scent is bare vanilla because many people are attracted to it because it smells sweet,
fresh, and like a vanilla syrup put in iced coffee or frappe. It is also fitting for me as a sweet and
friendly person.
• WHAT IS LOVE?
 - Love is all about respect, trust and caring. Because if you love the person you will respect his
decision and respect him as a person. The foundation of love you feel a sense of security and
loyalty with your partner. Caring will make you feel safe and deep in love to each other.

MOCK GUIDELINES
1. OPENING SPIEL
1.1 Greetings
1.2 Introduce yourself
1.3 Ask them what would you able to help.
2. ASSURANCE AND EMPATHIZE
2.1 Apology
2.2 Verify the problem
2.3 Offer them some help
3. ACCOUNT VERIFICATION
3.1 Ask for their Account
3.2 Checking their Account Issue
4. RESOLUTION
4.1 Explain the Solution for the issue
4.2 Offer some help to resolve the issue immediately
5. ENDING SPIEL
5.1 Confirmation reference (optional)
5.2 Ask if there’s anything that you can help
5.3 Greetings

MOCK CALL EXAMPLE SPEAKING

•OPENING SPIEL (1-2)

Ex. Thank you for calling Customer service
1. introduce yourself
- This is ishie
- My Name is Ishie

2. Greetings
- May I know who I am talking with? (Asking their name)
- How can I help you today? (Common)

•ASSURANCE AND EMPATHIZE (3-4)

3. Apology
- I’m sorry for the inconvenience
 - I apologize for the inconvenience that has caused you.
- I am sorry to hear about/that

(Verify the problem)

4. Offer them some Help

- But don’t worry, I can help you with that.
- Let me check what is going on here/ to your account
- (But don’t worry) I can definitely help you with that.

•ACCOUNT VERIFICATION (Name, Account number, Security Code etc)

5. Ask for their account
- Alright! May I know your (account number,name,email) for me to open and check your account.

6. Checking there account

- Thank you! Let me check what is going on to your account
- Let me proceed to your account
- appreciate that, Upon checking your account mo

•RESOLUTION
7. Offer some help to resolve the issue immediately
- Do you want me to help you (in renewing your Internet plan)?

•ENDING SPIEL
8. Confirmation
- I can also send a confirmation regarding this call for your reference
-

9. Ask if there’s anything that you can help.

- You’re Welcome! There’s anything else that I can help you with?
- Aside from this, is there anything else that I can assist?
- Is there anything else that can help you today?

10. Greetings
- I’m really glad to help, Thabk you for calling customer service. Have a great day!
- Awesome! Again thank you for calling customer service. Enjoy your day!

MOCK CALL EXAMPLE SITUATION

1ST SITUATION - SIMPLE QUESTION (STRAIGHT FORWARD ANSWER, OPEN ENDED QUESTION)
Opening Spiel
°M: Hi thank you for calling customer service, My name is ishie, how can I help you today?

(Asking for simple question)

(Straight forward answer no need to repeat what they said)

Q: Asking for a Internet Plan Price// IfThe store is open or not

°M: is there anything else that can help you today?

(Closing spiel)
°M: That’s Great, Thank you for calling customer service. Have a great day

2nd SITUATION - INCONVENIENCE HAPPEN

°M: Hi thank you for calling customer service, My name is ishie, how can I help you today?

(Cant able to use Internet on his phone)

°M: I apologize for the inconvenience that has cause you, let me check what going on here.

(Confirm there account, phone number )

(Ask there PIN CODE or Password)
(Tell them the result of checking their account)

°M: I appreciate that, Upon checking your account….(plan is already expire)

(Offer them for a solution)

°M: Do you need me to help you for renewing your plan?

(Ask them if there’s anything that u can help them)

°M: You’re Welcome! There’s anything else that I can help you with?

(Closing Spiel)
M: Awesome! Again thank you for calling customer service. Enjoy your day!
Question 7. How do you handle stress or pressure?
Answer: I work well under pressure
Because I prepare for it before it comes. I try to stay calm as possible and focus to get the job
Done. I prioritize my responsibility so I have a clear idea of what is needed to be done, that helps me to
effectively manage pressure

Question 8. What is your salary requirement?

Answer: I am expecting to get a job offer that is realistic and reasonable

Question 3. Why do you apply for this position?

Answer: Because I am looking for a job. I want to advance my career / experience in a position that
allows me to grow as person and employee.

Question 2. Why do you think you are the best candidate for the job?
Answer: I am a very committed worker, I love challenges and I have the will to succeed. I am a motivated
person. I have the ability to learn fast which will facilitate the training period

Bpo is a job that mostly talk to a foreign people to provide help and support to their concerns

TELL ME ABOUT YOUR HIGHEST EDUCATION ATTAINMENT?