Helen is scheduled for an interview for a Customer Service Representative for an entry level position at the City Bank. For the interview, Helen is given a set of instructions along with questions she will be asked in the interview.
The questions are general as we list below. Besides, you will get questions, most likely about your relations with your superiors (instructors), your learning abilities and aptitudes. See Recommendations below after you go over the questions and answers.
Question: Tell me about your work experience?
Answer: I do not have professional work experience as yet, but I had an internship with a major investment company, Goldman Sachs, for six months in addition to the extra curriculum activities I mentioned earlier. In this position I was exposed to customer contact where I practiced how to listen effectively, be patient, and have professional demeanor. I learned to answer the questions in a professional manner.
Question:: Tell us about yourself.
Focus on the aspects of your experience that apply to this position.
I've just graduated from Boston University this summer with a major in Business Administration. I was a top student in my major study in college as I expected of myself to be. In addition, I was involved in extra curricular activities: I was captain for the volleyball team for three years; I led competitions in English speaking and writing. These extra curriculum activities help me develop communication skills and interpersonal skills. I learned how to interact with my instructors and get along with peers. I also learned how to manage stress and work effectively under stress.
Question: What experiences do you have for dealing with different people?
Answer: During my years in college I developed a sense of keeping my calm with difficult class mates and instructors. My internship help me focus on people skills in dealing with clients over the phone. I learned how important it's to listen effectively, make the client I understand his/her point. When I didn't quite understand the client's question, how to interject appropriately for clarification what the question is.
Question: How did you handle angry clients? Assume a client is yelling at you. How would you deal with the situation?
I had heard so much about "angry clients" before I took the internship position. I read about case studies that showed effective strategies in dealing with angry clients. Most effective strategies always entailed patience, giving the most appropriate help to the customer's inquiry, polite yet firm if I did the best I could and then I would take to the next step, if I was no longer able to deal with the client, to either report it to my supervisor immediately or remind the client that we would contact the client shortly with answer to his/her question.
Question: Assume the following: A customer calls and tells you that because of some unusual circumstances, he’s going to need some extra time to make his payment. Assuming you have the power to make the decision, what other kinds of information would you want to have before making a decision about his request?
Answer: I would consider first the company policy for customers delinquent for certain amount of times: 30-days, 60-days and 90-days. I would politely remind the customer these three delinquency terms and which one best fit his/her credit history, and then the late payment interest rates for each delinquency terms.
Q: Dealing with a high volume of customers is a requirement of the job. Tell me about a time when you had to work under pressure in a fast-paced environment. How were you able to perform successfully in this environment?
Answer: In my part-time position, I was expected to type when taking calls, sometimes heavy volume calls. I did this as I was instructed my supervisor: I answered the call after three rings; I listened to the customer briefly and then reminded the customers to hold on and I would get back to the customer shortly. Or, I would put the prerecorded response to the clients' calls, and at the switch board I would pick the calls in the order they were received. Then, I would give an appropriate answer to the customer. Because I was trained on most frequently-asked questions, I were effective mostly to handle customers' questions over the phone. After I were done with each customers, I would resume typing.
Q: Is customer always right ? and why?
A: Customer may not be right all the time but I must put my best face to the customer's demands. Because, first I am working for business where customers are needed to run the business. Second, I am dealing with human beings where i need to cultivate a professional demeanor to serve to the customer. As long as I serve the customer with a professional demeanor, the customer will not be unmanageable generally speaking. If I confront a difficult customers I put at work the grand rules I have learned: don't argue with the customers; do your best, be calm and professional.
Q: Why should we hire you?
Question: How many languages do you speak and/or write? Describe your fluency level.
For this question, most importantly you must speak fluent English if you are to work with English speaking customers. Improve your English by working at it with self-discipline everyday, by using utilizing the Internet resources, and companies who offer free help certain clients (such as students). We do have a program to help high-school, college students and recent college graduate learn American English. In order to qualify for our program, please see the information
Answer: I speak Urdu, Russian or Hindu as my first language, and English as a second language. Please note whatever language you speak you will be told the level proficiency required for the position.
Focus on the aspects of your experience that apply to this position. For this position you need to have excellent people skills: For this position you need to have excellent people skills, telephone skills, listening and speaking skills. In addition, specific technical skills for the industry the Customer Service Representative position entails. Learn about the skills needed for the position and stake out the relevant skills you have, write your skills down. Write down your answers. Mock an interview with someone to role play with someone to answer the interview questions.
You definitely want to emphasize good customer service skills and problem solving. Think of an example or two for each. Staying calm under stress. Also, if you're experienced in this type of work, call volume -- the number of calls per hour. Put down on your resume all relevant skills for the Customer Representative position. If the company invites you for an interview, they must have liked your skills on your resume for the Customers Representative position.
Customer Service Representative requirements will vary depending on the company, product and scope of the position. However typical knowledge requirements for a call center position include: Make sure you have the following skills
These are the main attributes you need to focus in. Remind yourself the following rules-of thumb:
1. Be groomed.
2. Wear proper attire, such as one piece of suit or a jacket and pants (skirt). Do not wear excessive makeup and jewelry.
3. Be positive.
4. Be courteous and pleasant.
5. Listen well. Speak clearly.
6. Have eye-contact.
7. Do not over-produce yourself.
8. Have a copy of your resume typed and properly formatted. Include references in case the company would like to check up on your background.
9. During the interview if you are relaxed, you will do well. So practice relaxation before the interview, learn how to maintain your calm in a stressful situation. If you do meditate regularly before the interview, that will help a lot.
10. Role play with someone to rehearse the interview questions and answers.
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