Talk about the recent news/Your Current events Opinion:

I feel sad about the latest situation that we have today. We don't know and we're
not sure if one of the people you were with yesterday was a carrier of the COVID-19
virus or a monkey fox. The conflict between Russia and Ukraine also impacted the
whole world's oil and gas product price increase. including all product prices here
in the Philippines, not to mention the problem that we are facing with the shortage
of sugar.

WHAT ARE YOUR SHORT AND LONG TERM GOALS AND HOW YOUR PLAN TO ACHIEVE IT:
The first thing is that after 6 months, I will make sure that I will be a regular
agent here that has learned a lot and an agent with enhanced skills already. For
the long term, I am always looking forward to getting a higher position and
becoming a part of the company's success.

HOW DO YOU DEFINE CUSTOMER SATISFACTION:

It is how well your product or service is. So, if your service meets your
customer's expectations, this is referred to as customer satisfaction. 

WHAT IS YOUR IDEA OF GOOD CUSTOMER SERVICE:

It is how you handle or fix your customer's concern. As an agent, you have to
listen carefully to your customer's concerns and fulfill what the customer's needs
are. If your customer is happy with your assistance because they think that you
fixed their problem, then that is good customer service.

WHAT IS YOUR KNOWLEDGE OF TELCO EXPLAIN AND ELABORATE:

Telco is a telecommunication service provider, similar to Smart and GLOBE in the
Philippines. Telco is the reason why people can communicate wirelessly. On the
other hand, the telco account is speaking to a customer about their bills and
handling customer complaints.

CAN YOU SHARE TO ME A PARTICULAR EXPERIENCE WHERE YOU HAVE HANDLED A DIFFICULT
CUSTOMER:
I once handled a very angry customer because their phone had no service because
they had not paid their bill on time. Their service was on hold. They think and
believe that they have already paid off their past-due balance. And I was able to
address all the customer concerns by letting them speak first and listening
carefully to them. By adding some empathy, I was able to acknowledge how they felt.
and I explained to them that their account was 2 months late for payment. So the
payment that they made goes to the previous month's past due. So they still have a
month past due that they have to pay. so customers understand. I was able to
process the payment and advised the customer to restart their device to have the
service back.

IF GIVEN A CHANCE TO LEAD A TEAM: WHAT ARE YOU AS A LEADER:

For me to be a good leader, the first thing that I will do is build good
relationships with my agents so that it will be easy for them or for me to adjust
to work so that they can hit their goal without stress, because we know that telco
accounts are quite challenging. So I believe that having positive relationships
with your team is essential for being a good leader.

IF WE ARE GOING TO TALK ABOUT CUSTOMER SATISFACTION OR FIRST CALL RESOLUTION, WHAT
DOES THIS 2 TERMS MEANS TO YOU? EXPLAIN THIS 2 TERMS:
Customer satisfaction refer to how good of quality of your products are. it is how
you make them satisfy with your excellent service. while first call resolution is,
it is how you handle the call. it is how you fix customer's concerns without making
your customer call again with the same issue. so therefore they are different, cx
satisfaction is how you made them satisfied with your service and first call
resolutions is how you fix your customers concern without the need of follow up
call.
ROLE PLAY---CUSTOMER FOR 20 YEARS AND CONCERN IS LOST SERVICE FOR 2DAYS, NETWORK
UPGRADE DONE IN HIS AREA CUSTOMER WAS NOT INFORMED ABOUT IT:
Thank you so much being a loyal customer for 20Yearrs.
I understand what you feel that you were not able to use your service for 2days, I
would feel the same way if i were in your situation, because we all know how
important to communicate to our love ones is.
and we value your loyalty to us and we make sure that we provide good and quality
service to your area. that's why we upgrade our network cell tower near in your
area to days ago to provide a much more faster and reliable connection for you. I
am very sorry for the inconvenience that caused to loss your service for 2days. but
rest assured all of the connection now has been restored and you can now use our
upgraded faster connection without interruption.

HOW WILL YOU ENCOURAGE LOYALTY IN A CALL:

For me there's a lot actually but number one thing to encourage loyalty in a call
is always first call resolution. every time you receive a call you have to make
sure that you provide exceptional customer service. also connect or communicate
with your customer in a deeper way, when they call you, you must understand how
they feel about their concerns. build good relationship with customer.

HOW TO BUILD CUSTOMER LOYALTY IN A CALL:

Like id said, you just have to build good relationship with your customer. you let
them talk first and understand the situation, let them know that they are speaking
with the right agent.