Latest Call Centre Interview Questions Part – 4

Mention What Are The Key Attributes Of A Call Center Executive?

The key attributes of a call center executive are:

Friendly attitude
Ask the right questions
Accurate answers to the customer query
Professional phone relationship
Be the face of the organization
View a customer’s complaint as an opportunity to gain the customer’s respect
Resolve complaints patiently

How To Deal With The Difficult Customer?

To deal with a difficult customer you need to do following things:

Listen to customer actively
Rephrase their concerns
Present a viable solution
Take action and follow up
Fix the problem at hand immediately
Use the feedback
Reduce the unpleasant situation happen again with customer.

Mention How Do You Measure A Good Customer Service?

A good customer service can be measured on following basis:

Number of repeat customers
Number and type of customer complaints received
Number of referrals given by current customers
Sales figure if service is product based
Customer satisfaction surveys
Benchmarking service with competitors
Rate at which number of customers enrolled to your service
Number of returns

Explain How Can You Turn Down A Request From A Valued Client?

To turn down a request from a valued client, you have to:

Remain polite and well mannered
Adhere to company’s policies
Explain the situation or reason for denial
Try to remain reliable to customer

Explain How Would You Handle Negative Feedback From Angry Clients?

To handle negative feedback from angry clients:

Customer representative should be able to manage customer without being dominated
He should not be overwhelmed by a disapproving customer
Try to listen and understand customer issue before going after suggestions or solution.

How One Can Improve Customer Interactions?

To improve customer interaction:

Admit your mistakes even before your customer does and apologize
Take follow up if a problem is solved
Practice active listening so your customer feel heard
Try to identify a common interest or liking with the customer

Explain What Steps Will You Take To Deal With Your Unsatisfied Customer?

Apologize and offer a better option
Act quickly and resolve the customer complaint
Take responsibility for what made customer unhappy
Compensate customer with better deal or free service

Explain How Can You Create A New Opportunities For Customers Proactive Engagement?

Use internet service to contact customer on social media
Use mobile often to reach maximum customers by sending personalized context-relevant offers or services
Customer Interactions must be relevant to customers interest to gain their trust and encourage them
Analyze the customer data and behavior using business intelligence tool, to understand its expectation for the service you offer
Use cloud platform to keep your service updated with the latest technology and with minimum expenses.

For Implementing A Crm Solution To Your Business What Things Need To Take Care Of?

Before implementing a CRM solution to your business, you need to take care of following things:

CRM strategy:

CRM only works when there is clear picture of why the organization is doing it and how it really helps to improve customer service

Choose the right CRM partner: A best CRM solutions are flexible and have a full integration capability with any other systems in your business

Identify the highest priority: Implement CRM solution for the highest priority and return area first.

Explain How To Get A Responsive Customer Feedback?

To get a responsive customer feedback:

Offer feedback options on every page of your site
Present visitors with easy feedback form by giving them selective option
Give visitors easy-to-use ratings systems
Give option for a newsletter to skip or to register
Deliver feedback to responsible person directly via e-mail notification
Avoid multiple choice of answers instead encourage customer for descriptive feedback.

Mention Why A Departed Customer Analysis Can Help Your Organization?

A departed customer analysis can help your organization in following ways:

Get valuable insight on why your customer departed from you
Which competitor are being selected to replace your company service
What was the expectation of your former clients
Help to understand weakness and gaps within product line or services.

Mention What All Things You Need To Take Into Consideration Before Doing A Survey For Customer Service Satisfaction?

Before doing survey for customer service satisfaction:

First consider the objective of the survey
Make your survey accessible online
Keep open ended questions and keep survey narrative
Consider negative feedback equivalent to positive feedback it is equally important
Select the survey method that can yield real information in real time
Target putting questions that are relevant to service

Mention Some Of The Useful Online Tools That Can Be Used For Better Customer Service?

For better customer service tools that are used:

Zendesk
Assistly
Zoho support
Kayako
Freshdesk
Uservoice
Conversocial
Get Satisfaction etc.

Mention What Are The Key Aspect That Help To Improve Customer Service?

The key aspect to improve customer service:

Data analysis:

Analyze the preferences of customers based on the data collections.

Automation of business process: To improve customer satisfaction and speeding up the business process implement the automation of business process

Self-service optimization: Explore new ways for customer interaction with your business

Workforce effectiveness: Integrate new tools and technology to improve customer service

Give An Example Where You Use Some Data To Improve Customer Service Without Spending Any Money?

I have retrieved a number of support emails that we received from our clients and figured out that a number of questions were asked repetitively. I looked for online forums and knowledge base to find out the solution for this questions. It was cost effective and helped to reduce common repetitive questions from the client.

Explain How Can You Built A Customer Loyalty?

To build customer loyalty, you need to:

Track customer retention by surveying your customers
Analyze the data to see how many customers are new and how many are returning for your service
Focus on converting new customers into returning customers as a plan of your customer retention plan
Encourage employees to build connections with customers
Solicit feedback from customer so they feel that their opinions matter.