Interview

Questions
 How do you describe
Interview
yourself?
Questions
 What are some traits that
people highlight of you?
Remember to use:  Can you describe a
challenging situation you
 The ABC have had and how you
model.
overcome it?
 Has there been any time
 Connectors when you persuaded
 Critical someone to do something?
thinking  When was the last time you
found the solution of a
 EAR model problem or situation
(Example, yourself?
Action and  Can you describe an
experience when you
Result)
practiced patience/ problem
solving?
 Do you like listening to
people?
 Do you think that success
and failure are closely
related?
  Have you ever needed to make an important decision
quickly?
 How do you address a difficult situation?

 What are the 3 skills in customer service that you

consider most important?
 What are the skills you have that would make you an
efficient cx service agent?
 Why should we hire you?
 Is there a new skill that you could bring to the table?
 For how long do you want to work for Sitel?
yyt

 How do you see yourself in 5 years within the company?

 What are your short-term goals in Sitel?
 What is integrity for you? Please provide an example.
 What are ethics and how would you comply with them
in the workplace?
 How important is confidentiality for you?
 How ready are you for this job?
 What is teamwork for you? (Use the EAR model after
giving your point of view)

 How do you handle a situation with an angry customer?

 Do you have Cx service experience?
 As a customer, what is the service you expect to
receive?
1
 How can you define ownership in Cx service?
 How would you assist a Cx who is buying a gift for his
friend´s wedding at your store but his card gets declined
more than 3 times?
 What can you tell a Cx who states he has no money to
pay for the increase he had on this monthly cable bill?
 What would you tell a Cx who wants to have his
membership fee removed but it is not possible? How
can you apply positive wording?
 What would be the steps you would give a Cx if he
wants to connect a phone to the WIFI network?
 What´s next if you cannot solve a customer´s issue?
 How do you guide a Cx with installing WhatsApp if he´s
never used a smartphone, he´s on the main menu right
now? What steps must he take to download the app?

yyt
 How can you handle a situation when a Cx is
complaining about severe scalp damage due to the
shampoo this person bought from your company?
 Describe how you would process a pymt.
 How would empathize with a Cx who lost her husband?
(Try not to use ¨sorry¨, look for different phrases …