THE FOLLOWING GUIDE IS TO PROVIDE AN IDEA ON HOW TO ANSWER THE QUESTIONS AS WELL

AS THE PROCESS, TRAINEE, MUST ELONGATE THE ANSWER AS MUCH AS HE POSSIBLY CAN IN
ORDER TO HAVE A HIGHER SUCCESS RATE

1-Tell me about yourself:

Being one of the most important questions to answer during a call center interview we have to
avoid mentioning irrelevant questions such as: AGE, PLACE YOU LIVE, COUNTRY, HOBBIES, COLORS

Instead do the following:

 Opening Phrase
o As you know
o As you see on my Resume
o Let me introduce myself
o Thank you for the opportunity
 Mention Skills (always tie it to the call center industry)
 Relevant Job experience and how could that help you in the call center industry
 Closing phrase
o That is a little about myself

2-What is customer service?

Customer service is the support you offer your customer both before and after they buy a product
or service, that helps them have an easy and enjoyable experience with your brand, but customer
service is more than solving a customer a customer problem and closing tickets! Today, customer
service means delivering proactive and immediate support customers anytime on the channel of
their choice

3-What would you do if a friend of yours is stealing money?

LET HIM-HER KNOW THAT IT IS WRONG AND THAT I WONT TRUST HIM-HER ANYMORE UNTIL I
GET A STRONG PROOF THAT THE ACTION WILL NOT HAPPEN EVER AGAIN IN FACT IF IT TAKES
PLACE IN A WORK ENVIRONMENT, I WOULD IMMEDIATELY REPORT THAT TO MY SUPERIOR

4-How do you deal with an Angry Customer?

 Let the customer vent

o Do not take it personal since the customer is not angry with you, he is a human
being and wants to express his ideas
 Rephrase and Apply empathy}
o Let your customer know that you understand his situation by repeating what he
said and demonstrate that you can relate
 Provide a quick and optimal solution

5-What is better a quick customer service or a quality customer service

Both are equally important when it comes to providing an excellent customer service, they go
hand in hand (trainee must explain why)

6-What is feedback

Is a tool that helps people to improve in their performance by feeding opinions and comments
back also helps businesses achieve their professional goals (trainee must add extra)

7-What is your biggest weakness?

 Mention 1 or 2 weaknesses
 Provide a brief Solution for your weakness
 Transform your weakness into a strength

Common mistakes

 Mention weakness without solution

 Mention several Weaknesses
 MUST SOUND CONFIDENT IN ORDER TO AVOID EXTRA QUESTIONS
 I DON’T HAVE ANY WEAKNESS
 I ALWAYS SAY YES – I AM PERFECTIONIST

8-What Skills do you have? / Why should I hire you

 Mention up to 3 relevant skills for the call centers, always relate your skill with the
industry (Singing, Drawing,
 SKILLS YOU CAN MENTION: Active Listening, Communication skills, Empathetic, Building
rapport skills
 Active Listening: The ability to understand and rephrase your customer concern and issues
and pay close attention to details
 Communication Skills: The ability to keep up a conversation regardless of the topic and
make the customer feel comfortable
 Empathetic: The ability to place yourself in your customer shoes, and give a comfortable
answer
 Building rapport Skills: The ability to create a connection with your customer and relate
your product or service in order to have a better performance
 It is worth to mention that you could also mention personal skills such as: Caring, positive,
energetic, go getter, trustworthy, tidy or organized.

9-How do you see yourself in the next 6 months?

I see myself advancing and taking on new exciting projects within the company looking forward
growing since I have always been a competitive person

10-What is the last skill that you learned?

Trainee could mention any skill as soon as the skill is relevant enough to cause an impact in the call
center industry
11-Why us

Because you are one of the most innovative and fastest growing customer service company in the
country and I have heard good things about your company MENTION THE COMPANY PERKS

12-Tell me about an (Challenging, Hectic, sad, embarrassing, challenging moment)

Describe the moment, explain the steps you took to overcome the situation and explain why.

13-What is success to you

Although success is relative, I consider success as fulfilling my role anywhere whether is at my job
or any other place. (Mention one day you were successful)

14- What does it mean to put yourself in your customer shoes

To make an effort to imagine how would feel or act if you were in the same particular position

15-What is an empathy statement?

Researchers define empathy as the ability to sense other people emotions and be able to imagine
what someone else might be thinking or feeling. Studies also show that these skills can be learn
and therefore people can increase or restrict their natural empathetic abilities. An empathy
statement is simply using these skills when talking and interacting with others.

16-PROCESSES QUESTION (TRAINEE MUST INVESTIGATE THE FOLLOWING PROCESSES SINCE

SOME CALL CENTERS MIGHT ASK)

 HOW DO YOU CHANGE A FLAT TIRE?

 HOW DO YOU MAKE A SALAD?
 HOW DO YOU TIE YOUR SHOES?
 HOW DO YOU MAKE A SANDWICH?
 HOW DO YOU MAKE ICE?
 HOW DO YOU WASH YOUR HANDS?

17-What does NEVER SAY NEVER mean

To me it means: NOTHING IS IMPOSSIBLE, ANYTHING CAN HAPPEN

18- Whys is customer service important

Happier customers are more likely to continue business with you. This helps your bottom line. Its
less expensive to keep customers than to attract new ones. Customer service is also a
differentiator, that sets your brand apart from competitors that offer similar products or services
-------------------------------------------------------------------------------------------------------------------------------

Roleplay

How to take a call in a call center

Standard Call for call centers

CALL CENTER CALL PROCESS:

1-OPENING: THE OPENING IS COMPOSED BY 3 ESSENTIAL PARTS

*Branding: This simple step is to mention the company's name

*Introduce: Mention Your name

*Ask for assistance Or Ask for customer's name (depending on the call center (

Example:

Thank you for calling (Company), My name is (Name), How may I help you? Or Who do I have the
pleasure of speaking with (depends on the company)

2-ACKNOWLEDGEMENT: BEING THE MOST IMPORTANT PART RELIES ON LETTING YOUR

CUSTOMER KNOW THAT YOU UNDERSTOOD AND APPLY GENUINE CONCERN AND ALSO
COMPOSED BY 3 ESSENTIAL PARTS

*Show empathy: to demonstrate your customer that you know how he feels by using the proper
tone of voice and the proper phrase

*Acknowledge: To repeat what the customer said.

*Probing: To ask Questions.

Example:

I get you! Having your service/Card/product Available might be super important for you, but today
you got the right person, Just to confirm I got it right, you said (Repeat the issue), [START ASKING
QUESTIONS TO SOLVE THE ISSUE]

3-PROVIDE A SOLUTION: AS SIMPLE AS IT SOUNDS ITS TO PROVIDE A SOLUTION TO YOUR

CUSTOMER BASED ON YOUR COMPANY'S POLICIES

4-CLOSING:CLOSE THE CALL ASKING FOR ADDITIONAL ASSISTANCE AND MENTIONING THE
COMPANY

Example:

Other than solving your issues is there anything else I might be able to assist you with?, Well thank
you for calling (company) have a great day!
By applying this in order you guys will have successful calls

-----------------------------------------------------------------------------------------------------------------------------------

For a tech support account trainee must investigate about the following information depending
on the call center

Concentrix (Microsoft – XBOX)

 What is an operative system?

 What does RAM, BIOS, CPU, ROM, stand for and how do we use it? Why are they
relevant?
 What is a reimage?
 What is a bit locker encryption?
 How would you turn off a computer without using the mouse?
 What is a force shutdown?
 What do you know about Microsoft?
 What do you know about XBOX?
 How do you turn on an XBOX?
 What is XBOX GAMEPASS?
 What is an input device?
 What is an output device?
 What is a pointer?
 What are peripherical devices?
 What is a reboot?

SITEL OR INSPIRO MAINLY (Telecommunications devices)

 What is a hard reset?

 How do you open a port on an electronic device?
 What are HDDVR, DVR, HD RECEIVERS, DTA, FIRESTICKS, STREAMING SERVICES?
 What is a ROUTER?
 What is a MODEM?
 What are the 3 possible ways to reset a device?
AGENT: Hello good morning! Thank you for calling Viagogo! My name is Jonathan! How may I help
you today?

CUSTOMER: Yes, Look the Superbowl is just right around the corner and I want to get the tickets
ASAP

AGENT: Sure! I'd be as excited as you are for some Superbowl tickets! Let me help you with this,
would you mind if I ask you something quick?

CUSTOMER: let's do it fast! People buy as we speak

AGENT: I get it I'll be fast! What is your budget? Keep on mind that the price changes from $500 to
$3000

CUSTOMER: Can you work around $750?

AGENT: Sure I can! We can help you with some Row F seats, which aren't far but close either,
those are $700!

CUSTOMER: Sounds like a deal sign me up!

AGENT: it has been processed already, you would get your tickets by email, may I please have your
email address?

CUSTOMER: Sure, Jonathan12@outlook.com.

AGENT: Let me confirm your email (Spell phonetically). Am I right?

CUSTOMER: Yes!

AGENT: Thank you! You'll get the tickets within the next 12-24 hours anything else I may help you
with?

CUSTOMER: No man! You did great!

AGENT: It was a pleasure to assist you! Thank you for calling Viagogo Have a nice day!

AGENT: Hello good morning! Thank you for calling GoHealth! My name is Jonathan, how may I
help you?

CUSTOMER: Yes I'd like to check some issues with my medical prescription since I've not received
the proper packages based on my diabetes treatment!

AGENT: Well thank you for bringing this to our attention your health is the most important thing
for us and I'd be more than happy to solve this for you! Would you mind if I ask some questions?

CUSTOMER: Not at all!

AGENT: When did the issue start? And when was the last time you had a prescription update?

CUSTOMER: Well it started some weeks ago, I thought it was a mistake but it happened a second
time and I need my medicines
AGENT: I'd be as concerned as you if I were you, always remember that as a medical requirement
you must attend your medical checkups in order to get updated medicines based on your current
health status!

CUSTOMER: oh! I understand now, I'll speak with my head doctor then!

AGENT: Would there be anything else I might help you with?

CUSTOMER: No, that's it!

AGENT: Thank you for calling GoHealth have a nice day!

WESTERN UNION - IBEX Transacción scenario

AGENT: Good morning! Thank you for calling western union, my name is Jonathan! How may I
help you?

CUSTOMER: Hey Jonathan! I want to make a transaction to another country and I would like to
know the rates for that!

AGENT: I'd be more than happy to do so for you! Thank you for choosing western union as your
money transfer service! Would you mind if I ask some questions?

CUSTOMER: Not at all.

AGENT: Is this a direct to bank deposit? In store cash order? Or credit card order?

CUSTOMER: it's gonna be in store cash order what's my nearest location? I live in fort Lauderdale
zip code 33331

AGENT: Based on your ZIP code CSV near fort Lauderdale will be the perfect spot for you

CUSTOMER: Perfect! Are there any additional charges?

AGENT: there will be a charge of $13.00 for transferring the money, is there anything else I can
help you with?

CUSTOMER: NOPE! That's it!

AGENT: Well, it was a pleasure to assist you thank you for calling western union! Have a great day!