Interview Help Needed : Call Centre Job
Discussion
Due to being self employed in my own shop for 11 months I don't really have much team work experience and I never really dealt with awkward customers...
Please can you give me advice on these questions, maybe what you've answered in the past, So I can put my own scenario, I am only after examples, I wont use the actual answer.
These are the questions:
Best way to deal with a challenging customer...
How you sold or convinced someone of something...
Examples of good team working...
Help is really appreciated
Thank you...
Please can you give me advice on these questions, maybe what you've answered in the past, So I can put my own scenario, I am only after examples, I wont use the actual answer.
These are the questions:
Best way to deal with a challenging customer...
How you sold or convinced someone of something...
Examples of good team working...
Help is really appreciated
Thank you...
I will give you some mock answers that we look for, where I work.
Best way to deal with a challenging customer... A customer called and was annoyed as we had not done 'XYZ'. I apologised (emphasise this point) that this had not been done. I informed the customer that I will have to look into it and will call him back within the hour, with an update. I noticed that 'XYZ' hadn't been done because of '123', so I arranged for this to be done urgently. I called the customer back within the hour and explained that it is now done/being done. Customer happy with this - took my name/number for reference.
Key here is to show you were understanding and apologised, kept your promise, dealt with what needed doing in a timely manner.
How you sold or convinced someone of something... Two options here. If the role involves sales then give a sales example, should be fairly easy to come up with an example of where you have been able to convince someone to buy something, even if it is a warranty for a product or something like that. If not the I would expect the answer to be along the lines of, I think 'XYZ' needed to be changed because of 'ABC'. Then explain how you managed to convice management/senior staff to change said thing.
Just emphasise how you were able to change someones mindset/point view from one thing to another.
Examples of good team working... This needs to be something along the lines of - I found there was a problem with 'XYZ'. I knew this could not be resolved with just my own skills. For this I organised a meeting with colleagues (who could help resolve the problem) and between us using our own skills we were able to resolve the problem.
Needs to show that you can work with others to resolve something you couldn't on your own.
Just what I look for, hope that is at least a little bit of help.
Best way to deal with a challenging customer... A customer called and was annoyed as we had not done 'XYZ'. I apologised (emphasise this point) that this had not been done. I informed the customer that I will have to look into it and will call him back within the hour, with an update. I noticed that 'XYZ' hadn't been done because of '123', so I arranged for this to be done urgently. I called the customer back within the hour and explained that it is now done/being done. Customer happy with this - took my name/number for reference.
Key here is to show you were understanding and apologised, kept your promise, dealt with what needed doing in a timely manner.
How you sold or convinced someone of something... Two options here. If the role involves sales then give a sales example, should be fairly easy to come up with an example of where you have been able to convince someone to buy something, even if it is a warranty for a product or something like that. If not the I would expect the answer to be along the lines of, I think 'XYZ' needed to be changed because of 'ABC'. Then explain how you managed to convice management/senior staff to change said thing.
Just emphasise how you were able to change someones mindset/point view from one thing to another.
Examples of good team working... This needs to be something along the lines of - I found there was a problem with 'XYZ'. I knew this could not be resolved with just my own skills. For this I organised a meeting with colleagues (who could help resolve the problem) and between us using our own skills we were able to resolve the problem.
Needs to show that you can work with others to resolve something you couldn't on your own.
Just what I look for, hope that is at least a little bit of help.
On the convincing piece
There are essentially two answers and it depend on your style.
Trust Me ! - this is a call for faith, imagine a car salesman, he is trying to persuade you. Trust me he says, you may not want to pay more for the leather interior, but trust me, it will be money well spent.
Let me show you. This is fact based analysis. The car salesman says, in three years time this car will be worth 10% mmore than a car with a cloth interior.
Some people buy on faith/trust, some people buy on data and evidence.
The improtant thing is to show cleary how YOU personally made the difference. “ I asked him to trust me, give me two weeks and I would show him it could be improved….”
“I showed him my calculations that I would save him 10% of the cost…”
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