Interview Help Needed : Call Centre Job

[D1on]

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...

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...

[GolfJay]

I deal with "challenging customers/people" daily.

The main thing I will say is to show empathy. Show that you care about their opinions while not backing down at the same time. Examples:

"I agree with you completely but unfortunately, it's a policy we have to follow"

If they think you agree with them, they'll be alot less aggressive and alot more cooperative.

[Saxoladlesta]

Dealing with a challenging customer (what they'll want to hear)
Remember to keep calm and professional at all times,show empathy towards the customer,listen properly to what they say and try and deal with the problem as efficiently as you can

Team work - talk about having some important deadline to meet and the only way you could achieve it is if you all worked as a team with each person doing their own bit to reach your goal

[D1on]

I deal with "challenging customers/people" daily.

The main thing I will say is to show empathy. Show that you care about their opinions while not backing down at the same time. Examples:

"I agree with you completely but unfortunately, it's a policy we have to follow"

If they think you agree with them, they'll be alot less aggressive and alot more cooperative.

thanks for the advice :)

and yeah that is the best way to deal with people who have that manner.

[D1on]

Dealing with a challenging customer (what they'll want to hear)
Remember to keep calm and professional at all times,show empathy towards the customer,listen properly to what they say and try and deal with the problem as efficiently as you can

Team work - talk about having some important deadline to meet and the only way you could achieve it is if you all worked as a team with each person doing their own bit to reach your goal

you wouldn't try saying that in the team other people slacked abit so you had to take on more than one role to complete the task on time?...

[Saxoladlesta]

You could say one person was struggling to complete their part of the task and seeing that you had completed your part you helped him out with his

[GolfJay]

thanks for the advice :)

and yeah that is the best way to deal with people who have that manner.

Empathy has gotten me out of the shit a few times at work lol It is by far the best way to calm an aggressive customer :y:

[Jamie12]

We had a awkward customer the once her car failed MOT on worn indicator stalk a new was roughly £200 from Peugeot dealers.

well she came in the garage and was saying to the mot tester that i wasn't a fail and there wasn't anything wrong with it when obviously there was and after a lot of shouting and yelling all from her.

She just did not want to pay any of the bill!. we even offered to fit it for free but nope in the end the mot tester just told her to shut up and fuck off out the garage lol

[Saxoladlesta]

we even offered to fit it for free but nope in the end the mot tester just told her to shut up and fuck off out the garage lol

Best not to use that as an example

[GolfJay]

We had a awkward customer the once her car failed MOT on worn indicator stalk a new was roughly £200 from Peugeot dealers.

well she came in the garage and was saying to the mot tester that i wasn't a fail and there wasn't anything wrong with it when obviously there was and after a lot of shouting and yelling all from her.

She just did not want to pay any of the bill!. we even offered to fit it for free but nope in the end the mot tester just told her to shut up and fuck off out the garage lol

I was dealing with a shop lifter last week when the store manager started calling him "scum" and mouthing off. He went ballistic (As you'd expect) and in the end I told her to, and I quote "Shut your mouth and fuck off"

This completely defused the situation as the shoplifter then thought I was on his side at which point, he was 100% cooperative.

[Jamie12]

Best not to use that as an example

yeah i was just saying there some people out there that you just can not win with :)

[Manu]

http://i187.photobucket.com/albums/x22/01dux/noobformula.png

[Jamie12]

I was dealing with a shop lifter last week when the store manager started calling him "scum" and mouthing off. He went ballistic (As you'd expect) and in the end I told her to, and I quote "Shut your mouth and fuck off"

This completely defused the situation as the shoplifter then thought I was on his side at which point, he was 100% cooperative.

yeah but the mot tester was being completely cooperative he was polity trying to explain why it failed and that there was nothing he could do about it and she was just swearing and calling him all sorts he must of spent well over 30 mins trying to explain it

[D1on]

How do you think these sound for answers for 2 questions:

Team work:

When I was opening my shop. It was in an in shops so me and the other traders got together as a team to put an advertising plan in place.
I was set with the task of designing the website for the building...
As I finished the website a few days before the opening I then went out and started posting leaflets as the other members of the team we're struggling on keeping to the dead line...

How I went the Extra Mile to help a customer/ How I shown good customer service:

When I was in the shop an elderly lady came in who wanted a book that I didn't have in stock... As she didn't have internet access she couldn't order it online.. So that day when I finished I went to a shop a few miles away to buy the book. Which I then sold to her the next day at cost price.. so I broke even but helped the customer...


How do these sound? :)

[boarer2004]

How do you think these sound for answers for 2 questions:

Team work:

When I was opening my shop. It was in an in shops so me and the other traders got together as a team to put an advertising plan in place.
I was set with the task of designing the website for the building...
As I finished the website a few days before the opening I then went out and started posting leaflets as the other members of the team we're struggling on keeping to the dead line...

How I went the Extra Mile to help a customer/ How I shown good customer service:

When I was in the shop an elderly lady came in who wanted a book that I didn't have in stock... As she didn't have internet access she couldn't order it online.. So that day when I finished I went to a shop a few miles away to buy the book. Which I then sold to her the next day at cost price.. so I broke even but helped the customer...


How do these sound? :)

Sounds like your lying ???

[Carlvtr88]

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...

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...

1. Go fuck yourself.

2. Its so good i actually have one myself.

3. Me and a few pals, we burgled this guys house, ninja style, whilst he was home....

[Brettles1986]

1. Go fuck yourself.

2. Its so good i actually have one myself.

3. Me and a few pals, we burgled this guys house....

I prefer:

1) Punch them in the face.

2) Hold a gun to their head.

3) Whilst gangbanging this bird yo

[Carlvtr88]

When I was in the shop an elderly lady came in who wanted a book that I didn't have in stock... As she didn't have internet access she couldn't order it online.. So that day when I finished I went to a shop a few miles away to buy the book. Which I then sold to her the next day at cost price.. so I broke even but helped the customer...


How do these sound? :)

Sounds like you was holding out for a gum rub.

[Carlvtr88]

I prefer:

1) Punch them in the face.

2) Hold a gun to their head.

3) Whilst gangbanging this bird yo

Lol, I've dealt with some right bellends. Half the time its not the shirty people i struggle with, its the fuckin idiots who dont know how to turn their PC on.

AAHHHHHHH ! ( smashes phone on table repeatedly )

[Brettles1986]

Lol, I've dealt with some right bellends. Half the time its not the shirty people i struggle with, its the fuckin idiots who dont know how to turn their PC on.

AAHHHHHHH ! ( smashes phone on table repeatedly )

Ah I feel your pain there mate, I have people who I show the same thing every week and they still don't get it. Really simple things as well.

[0rang3peel]

Sounds like your lying ???

it's common knowledge that everyone lies on these questions, I've sat in on interviews (I work in a call centre) it's more important that they show they understand what is 'going the extra mile' and can give a decent answer than the truth.

[dondan]

Feel, felt and found. Great technique when you know how to use it for diffusing customer situations, research it and rejoice at how simple and effective of a solution it is.

[happydudeuk]

Half way through the interview, stand up on the desk and just start fingering yourself! I mean go to town on yourself lol. No in all seriousness tho...good luck

[0rang3peel]

Half way through the interview, stand up on the desk and just start fingering yourself! I mean go to town on yourself lol. No in all seriousness tho...good luck

LOL

hahahahahaha

[darrenmcc]

mention about building rapport to understand the customers needs, using open and closed questions and working towards targets, you set your targets a little higher than whats given to you, just to help towards the team if someone else in the team doesnt meet thier targets. empathy's the big one, empathy and rapport, gets ppl talking, using different conversation starters.

ive worked for t-mobile, lloyds tsb bank, IBM, few other companies and done recruitment at one point, was always told, a person who can chat away to the interviewer, is a person we can train. so even after the interview has finished, ask them if they have a busy day ahead of them, and if its a women, and she asks if you have any plans (this ALWAYS worked for me) just say that you got a new little puppy dog and you have to look after him and he's already got some bad habbits like stealing socks. i used that at 4 different interviews and they where all suckers for it "aww thats soooo cute" etc etc

good luck with the interview!

[Manu]

ive worked for t-mobile, lloyds tsb bank, IBM, few other companies and done recruitment at one point, was always told, a person who can chat away to the interviewer, is a person we can train. so even after the interview has finished, ask them if they have a busy day ahead of them, and if its a women, and she asks if you have any plans (this ALWAYS worked for me) just say that you got a new little puppy dog and you have to look after him and he's already got some bad habbits like stealing socks. i used that at 4 different interviews and they where all suckers for it "aww thats soooo cute" etc etc


Seen a salesman trying that sort of trick in front of my mum, and how he loves his dog, loves his kids, loves his missus, loves his job, loves everything and everyone hippy style. While I was looking at the reflection from his computer screen, being logged in plentyofish.com...

be careful with lies and tricks you can't back up. If you were mentioning your cute sock eating puppy, anyone not lying would have pics on their phone.

[darrenmcc]

always worked for me, not really supposed to have your fone on in an interview anyways lol

just my experience, theyre lookin for someone who can talk all day, thats is the job at the end of the day, they can train you on products that they have etc, but if u dont like talkin, your no good for a call centre

[grant_evans]

id worry about what your gonna say when they asked why your not working in your own shop anymore tbh.