38492524
Description
Flashcards by aaron pawelek, updated more than 1 year ago
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Created by aaron pawelek
almost 2 years ago
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| Question | Answer |
| "Thank you for coming in for the interview today. Can you tell me a little about your customer service experience?" | "Of course, I have been working in customer service for the past five years. I started as a customer service representative at a retail store and then worked my way up to a lead customer service role at a technology company. In my most recent role, I handled escalated customer issues and trained new customer service reps." |
| "That's great to hear. Can you tell me about a time when you had to handle a difficult customer?" | "Sure, I remember one time when a customer called and was extremely upset because their order had been delayed. They had a big event coming up and needed the item for that day. I listened to their concerns and apologized for the inconvenience. I immediately escalated the issue to the logistics team and arranged for a rush delivery. I also offered the customer a discount on their next order as a gesture of goodwill. In the end, the customer received their item on time and was very satisfied with the resolution." |
| "That sounds like you handled the situation well. Can you tell me how you approach problem-solving?" | "I believe in taking a proactive approach to problem-solving. I try to understand the root cause of the issue and come up with a solution that addresses that. I also keep in mind the customer's perspective and try to find a solution that is mutually beneficial. In case i don't know the solution i always escalate to my supervisor, keeping the customer updated throughout the process." |
| "That's a great approach. How do you handle customer complaints?" | "I always acknowledge the customer's complaints and validate their concerns. I apologize for the inconvenience and assure them that I will do everything I can to resolve the issue. I gather all necessary information and take appropriate action to resolve the complaint in a timely manner. And also I always follow up with the customer to ensure their satisfaction." |
| "Thank you for sharing your approach and experience, those are very impressive. Do you have any questions for us?" | "Yes, I'd like to know more about the training and development opportunities at the company." |
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