tasks and work with self discipline are a significant components of success

WHY SHOULD WE HIRE YOU?

>>> I believe I do have the skill to be one of VXI’s assets. I am willing to learn and adjust in any possible way
with my passion and my commitment to achieving excellence in everything I do. I have always been a
dedicated and hardworking individual and I approach every task with enthusiasm and a desire to succeed. I am
100% committed to my work and appreciate the work that will be assigned to me.
WHAT IS CUSTOMER SERVICE?
>>> customer service is providing assistance to help and assist them whatever concerns they may have to be
able to meet their needs and wants.
>>>>A Customer Service Representative works with clients who have complaints, orders, or require
information about products/services purchased from the organization.
>>>>Customer service is important because it's the direct connection between your customers and your
business.
>>>Good customer service means consistently meeting customers' expectations. Great customer service is
quick, easy, personalized, and empathetic. Companies that deliver excellent customer service take the time
needed to understand the needs of their unique customer base
HOW WILL YOU SEE YOURSELF 5 YEARS FROM NOW?
>>> I see myself as an integral part of the company who has contributed to the growth and success of the
company. And I would like to continue developing my skills and knowledge in order for me to be able to take
up on more responsibilities within the company.
WHAT IS CALL CENTER?
>>> call center is a type of organization who is responsible in providing excellent customer service by
answering queries. Assisting customers and helping them with whatever needs and wants they may ask for.
WEAKNESS?
>>> my weakness would be my public speaking skill. I am not that confident on how I portray myself. I tend to
stutter whenever I feel nervous but in order for me to fill in those gaps ive been socializing more with other
people and that’s why I choose bpo for me to be able to outgrown this weakness.

STRENGTHS?
>>> my strengths would be my ability to multitask things and prioritize responsibilities that would enable me to
finish my work on or before the given deadline.
WHAT MOTIVATES YOU TO WORK?
>>> I consider my family to be my motivation specially my grandmother because I really want to help her
financially and as much as possible spoil her everything she wants because she deserves everything.
BPO is the abbreviation for business process outsourcing, which refers to when companies outsource
business processes to a third-party (external) company
>>>A BPO call center is an outsourcing service that processes incoming and outgoing service user calls for
other companies.
>>> Founded in 1998, VXI Global Solutions is a Business Process Outsourcing (BPO) provider offering contact
center and customer experience services. The award-winning company continually develops new processes to
help brands adapt to an ever-changing market.
HOW WOULD YOU HANDLE DIFFICULT/IRATE CX?
>>> HEAT.
Stay calm even though the customer is really angry it is natural for them to be disappointed.
Hear them out first. All you need to do is listen to them Acknowledge their feelings and concerns and inform
them that I would be more than happy to assist them with resolving the problem.
Emphatize with the customer make them feel that they are valued
Apologize for the inconvenience that they have experienced. Offer them a sincere apology
Take action. Help them and resolve any issues encountered to satisfy the customer by taking immediate action
to address the problem.
IDEA ABOUT VXI?
>>> vxi is known for providing world-class customer service for the world’s best loved brands. Providing bpo
services, omnichannel and multilingual support, developing dynamic suite award winning, customer care tools
that enhance entire lifecycle of the customer care advisor.
COMMON REASONS WHY WE CANNOT WORK ON TIME?
>>> I might encounter unexpected emergencies like unwanted accidents or natural disasters. Or maybe having a
severe sickness that would not let me get out of bed.
HOW WILL U SELL A PEN WITH NO ARMS
>>> I wont be selling them because part of the business is knowing your target market. Why would I sell a pen
to someone who doesn’t need it.

WHY VXI?
>>> aside from HAVING ITS COMPETITIVE SALARY its incentives and benfits it is one of the best bpo
companies, I believe vxi has a lot more to offer when in terms with skills, knowledge and experience and I do
also believe that it would help me grow more as a better person and it will help me develop my communication
skills.
WHY WANNA WORK WITH CALL CENTER?
>>> I wanted to challenge myself to do more to get out of my comfort zone and to meet new strangers. And
aside from having a competitive salary I also wanted to improve more with my communication skills which is
really what I am lacking. I wanted to communicate more with other people by using the English language and I
believe that it would help me build up my confidence more.
HOW TO TIE A SHOELACE
To tie a shoe lace, start by crossing the two ends to form a simple knot. Then, create two loops with the ends
and cross them over each other before tucking one loop under the other. Pull the loops to tighten the bow, and
adjust the ends for a secure fit. That's all there is to it! If you have any more questions or need further assistance,
feel free to ask!
SELL ME A CELLPHONE
>>> hello! Looking for a new smartphone? Let’s find the perfect one for you.
>> what features are you looking for? Camera? Battery life? Storage?
>> perfect! Our latest model has an amazing camera, long battery life and plenty of storage.
>> I recommend you this model based on your preferences. You could also get a free screen protector and a case
with your purchase
>>We're currently offering it to our best customers for a specific time limit so what are you waiting for buy
now!
TELEVISION
>>>hello there! Searching for a new television? Our newest model boasts stunning 4K picture quality and smart
features for seamless streaming and browsing. With a range of sizes and brands available, we can help you find
the perfect TV to elevate your home entertainment experience. Ready to upgrade your viewing experience or
have any specific requirements in mind? Feel free to ask us anything!
REFRIGIRATOR
Looking for a new refrigerator? Our latest model combines spacious storage with energy-efficient design and
advanced cooling technology, ensuring your food stays fresh for longer. With free delivery and installation, this
refrigerator is the perfect choice for your kitchen. Curious to see it in person or have any questions? Just let us
know!

DO YOU BELIEVE THAT CUSTOMERS IS ALWAYS RIGHT?

>>> This saying is often used by customer service and with this it emphasizes the importance of prioritizing
customer satisfaction. BUT I DO BELIEVE MORE ON CUSTOMER IS NOT ALWAYS RIGHT BUT
CUSTOMER IS ALWAYS FIRST. While it is important not to lose our customers we should probably or there
are some instances that we need to balance the customers needs and the business.
IF I FAIL YOU IN THIS INTERVIEW?
>>> IF I FAIL IN this interview today, I will keep practicing and reapply because I want to prove myself to you
that this is the company that I really want to work for.
RED
>>> WARMTH feeling like being near a fire, or the feeling when the sunlight shines in your skin you could also
link it to emotions like anger or love.
BLACK
>>> something that is deep, ddarkness, it can be quite or calm it can also be a feeling of sadness or loneliness.
Or having a peaceful night.
YELLOW
>>> something that is warm and cheerful, happiness, or a refreshing taste such as lemon. Something that is
bright and vibrant.
ORANGE
>>> something that is sweet and citrusy like orange fruit. Or a feeling of creativity or a vibrant and lively
nature,
GREEN
>>> a feeling of freshness, or feelings of peace harmony and tranquility.
HOW WILL YOU DESCRIBE COLOR BLUE TO A BLIND PERSON?
>>> blue is something that is associated with calmness, peace, coldness, serenity. It is the kind of color that you
would feel during a clear, warm sunny day seeing the sky is open and endless above you.
HOW WILL YOU MOTIVATE A SNAIL TO MOVE FASTER?
>>> to motivate a snail to move faster you need to make a favorable path for it. Like guiding the snail in its
tracks or providing a trail that would lead to a direction that you would like it to go. This would help the snail to
feel the urge to move along a certain path.
WILL YOU NOT FIND WORK ALIGNED TO YOUR COURSE OR HOW CAN YOU FIT IN CALL
CENTER IF YOUR COURSE IS NOT ALIGNED.
>>> im trying for the past few month but little to no success. That’s why I decided to challenge my self and
apply for as a call center agent.
>>>>> my degree can somehow be aligned with call center because in my academic days weve been taught
roles such as customer interactions or how should we communicate with customers. Omy education also
developed my abilities to handle complex matters and providing assistance . and I alsi believe that gaining
customer service experience could hone my communication skills which is also an important one.
IF YOU WOULD GO BACK IN PAST AND CHANGE SOMETHING IN YOUR PAST
>>> I WOULD CHANGE NOTHING, I may have some bad experiences but that doesn’t mean I would change
it, I regretted it but because of those experiences in the past made me who o am today.
SELL ME A USED TOOTHBRUSH?
>>> what I have here is a used but not abused toothbrush. It has still its complete bristles. And you can use it for
brushing your shoes, your combs, for cleaning your kitchen sink and etc just don’t use it on your teeth. So what
are you waiting for buy now.
SELL ME A PEN?
>>> let me tell you about this amazing pen. This pen is not just any pen its an elegant and sophisticated writing
instrument that will make your writing experience truly exceptional. Perfect for jotting down note or signing
important documents.
HOW WILL YOU SELL A CAT TO A DOG LOVER?
>>> I know being a dog lover is fun but don’t you want a feline friend by your side that could also be a joyful
friend for your pet dog. Adding cats to your life can be fun and joyful. Cats can coexist with dogs adding a new
pet in the family plus cats are low maintenance care for they clean their self everyday. What are you waiting for
buy now a feline friend that brings unexpected happiness to your life/
GIVEN A CHOICE A LARGE CITY OR SMALL TOWN?
>>> I’d rather live in a large city. Only for the soul purpose of having much more opportunities like job
opportunities, education, healthcare and of course living in a big city is a much more advance than living in a
small town.
WHAT KIND OF WORK INTERESTS YOU?
>>> work that involves helping or assisting customers because it gives me a certain feeling a satisfaction
whenever or every time I help someone out there.
DESCRIBE HOW YOU MANAGE YOUR TIME WHEN YOU ARE BUSY?
>>> I simply manage my time by scheduling or categorizing what’s more important to do in that moment.
Because it is important that you could tend to all of your responsibilities that no one or anything should be left
out or forgotten.
DO YOU LIKE TO EXERCISE OR PLAY SPORT?
>>> I am not that sporty type of person but I do exercise by doing household chores. Cleaning sweeping.
Scrubbing, mopping and etc. but I do also basic exercise like jogging. Planking, sit ups, push ups something like
that
DO YOU FIND IT EASIER TO WRITE ON A COMPUTER, PHONE OR WITH A PEN AND PAPER?
>>> it really depends on the situation but usually I find it easier to write on a computer because there is a
manual keyboard that I could just use easily and at the same time it would also help my brain to have time to
analyze and understand on what I am writing.
TALK ABOUT SOMETHING YOU HAVE DONE THAT YOU ARE PROUD OF.
>>> it was when I finished my studies and graduated on time it was the proudest moment of my life,, handing
my awards and diplomas to my parents and telling them that I finally graduated is one of the best thing.
TAL ABOUT SOMETHING CONFLICT AND HOW YOU MANAGE?
>>> It was when me and my friends .have misunderstanding during my 4 th year in college. What I did was I
messaged them through messenger and told them that I wanted to talk in person and in with that we cleared our
misunderstanding and said sorry to each other and promised that we should be more understandable and help
each other one out.
SITUATION WHERE YOU NEED TO MULTITASK AND PRIORITIZE TASKS?
>>> It was when we were celebrating Intramurals and I was one of the officers assigned. It was one of my
busiest days and to add on that I still need to prepare for my upcoming exams and we also need to do our
feasibility studies. What I did was I scheduled them and allocated how many hours should I do this and that and
with that I was able to work it out and managed everything with success.
WHY SHOULD NOT WE HIRE YOU?
>>> IF YOU ARE NOT LOOKING FOR A FAST LEARNER AND GOAL ORIENTED THEN PROBABLY
YOU SHOULD NOT HIRE ME.
OBJECT TO REPRESENT YOU?
>>> it will be a clock because I will not stop working until my battery dies.
WEST PHILIPPINE SEA
>>>For me, this is an issue that we need to seriously consider. Because it not just involves our territory, but also
the vessels, the occupation and the lives of our fellow Filipino fishermen are on the line. Our leaders, especially
our President must stop from defending China, and start fighting for the rights of the Philippines and each
Filipino. It's time to act up.

1. The Incorrect Order

Customer: "I can't believe you guys messed up my order! This is
unbelievable!"
Customer Service Agent: "I'm really sorry to hear that your order was
incorrect. May I have your order number, please, so we can fix this for
you?"
Best Practices:

o Acknowledge the Emotion: The first thing you should do when

dealing with angry customers is to acknowledge their feelings and
unhappiness without admitting fault.
o Collect Information: Politely ask for information like the order
number to verify details and start problem-solving.
o Solve the Problem: Offer options to rectify the mistake, such as a
refund or a replacement.
o Follow-up: Make sure to follow up to confirm that the customer has
received the corrected order and is satisfied.

2. Late Delivery
Customer: "Where is my package? It was supposed to arrive two days
ago!"
 Customer Service Agent: "I apologize for the inconvenience. Let me
check the status of your delivery."
Best Practices:

o Express Empathy: Show that you understand their frustration

about the late delivery.
o Investigate: Quickly find out where the package is and provide an
estimated delivery time.
o Offer Compensation: Depending on your company's policy, you
might offer free shipping next time or another incentive.
o Provide Assurance: Make sure to assure the customer that steps are
being taken to prevent similar issues in the future.

3. Rude Behavior Over The Phone

Customer: "You people are incompetent! I've been on hold forever!"
Customer Service Agent: "I apologize for the wait and understand how
frustrating that can be. How may I assist you today?"
Best Practices:

o Maintain Composure: When dealing with angry customers on the

phone, always keep your cool and don't take their rudeness
personally.
o Apologize and Empathize: Even if the issue is not directly your
fault, express that you understand their frustration.
o Quick Resolution: Try to solve the issue as efficiently as possible to
lessen any further frustration.
o Offer Additional Assistance: Before ending the call, ask if there's
anything else you can help them with to show that you care about
their overall experience and satisfaction.

4. Faulty Product
Customer: "The product I received is defective! This is unacceptable!"
 Customer Service Agent: "I'm truly sorry for the inconvenience you're
experiencing. Let's get this sorted out right away. May I get some
information to proceed?"
Best Practices:

o Verify the Issue: Before offering solutions, it's essential to confirm

the problem.
o Provide Solutions: Offer either a replacement or a refund after
verifying the problem.
o Expedite the Process: Speed up the solution to show the customer
that you take their concerns seriously.

5. Overcharge on Bill
Customer: "Why was I overcharged on my last bill?"
Customer Service Agent: "I'm sorry to hear about the overcharge. Let me
look into it for you."
Best Practices:

o Analyze the Bill: Often, script examples of angry customer

situations highlight the importance of identifying the root cause.
o Correct and Explain: Fix the overcharge (if it is possible) and in all
cases, clarify what caused it.
o Provide Assurance: Make sure the customer knows that steps are
being taken to avoid future mistakes.

6. Missing Features or Services

Customer: "Your ad said this comes with free technical support, but
nobody's helping me!"
Customer Service Agent: "I apologize for the oversight. Let's get you the
support you need."
Best Practices:
 o Clarify the Offer: When we look at how to handle angry customers
examples like this, the first step is usually to clarify what was
promised in the offer.
o Deliver the Missing Service: Provide the technical support that was
promised in the ad.
o Follow Up: Ensure the customer is satisfied with the support
received.

7. Abusive Language or Behavior

Customer: "You guys are terrible; I can't believe how bad this service is!"
Customer Service Agent: "I understand you're upset. My primary goal is
to resolve any issues you're experiencing."
Best Practices:

o Set Boundaries: Maintaining professional boundaries is essential,

especially when creating a script for abusive customers.
o Diffuse the Situation: Try to calmly and professionally address the
issue at hand. It is important to respond respectfully, without foul
language, negative phrases, or a negative attitude. In some cases,
customers may be looking to elicit a reaction out of you to further
their case.
o Offer Solutions: When it comes to customer service scripts for angry
customers, the focus should always be on presenting appropriate
remedies for the customer's concerns.