21⟩ Tell me what does USB stand for?
Universal Serial Bus – the current version is 2.0. It allows the
connection of peripherals without the need to shut down the computer.
Customer Support Specialist
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“Customer Support Specialist Frequently Asked Questions in various Customer Support Specialist job interviews by interviewer. The set of questions are here to ensures that you offer a perfect answer posed to you. So get preparation for your new job interview”
50 Customer Support Specialist Questions And Answers
22⟩ Please explain have you ever had difficulty with a supervisor?
I always got along well with my supervisors. I feel that it is important to have communication channels open and know the expectations. Every management has his or her unique style so it is important to know how to communicate and work towards forming a mutal level of respect.
23⟩ Tell me how to deal with customers who deny to pay for service/product?
☛ Work with the customer not against him: Try to figure out the exact reason why he is not willing to pay without getting angry on him. Be friendly and try to come up with possible options and plans that might resolve the situation
☛ Communicate often in writing and document everything: Always start with a non-threatening written message asking for the prompt resolution by a specific date
☛ Don’t get personal or angry: Try to listen to customer with empathy it might be possible that your customer is in real financial crisis, so instead of losing your nerves try to handle situation with empathy
☛ Turn to collection service at last: Turning down to an attorney or collection agency should be your last resort. Also, remember that a collector takes a hefty portion of any recovery while legal steps will include the cost of hiring an attorney and other hidden charges.
24⟩ Suppose our call center is involved in activities that bend many laws. Would you work with us? Pay is huge?
Personal ethics and integrity are indispensable to me while selecting my place to work. I will have to regretfully decline.
25⟩ Suppose you are dealing with a customer on the phone, and you are struggling to find the solution to his or her problem. The customer starts getting impatient. How do you handle the situation?
I try to have all my resources readily available to minimize the amount of time spent searching for solutions, but it inevitably has happened that I have stumbled across a problem that was not so easily solved. If the search is taking longer than expected, I regularly check in with the client and explain to him or her what I am doing and why it is taking longer than expected. I also make sure to continuously thank the client for his or her patience. If the problem is particularly difficult to solve, I will ask if it is alright to call the client back, provided that this is permitted by company policy.
26⟩ Tell me how can you resolve the problem to customer’s satisfaction?
To resolve the problem to customer’s satisfaction, you need to follow the following techniques.
☛ Talk to the customer: Standard emails or letters might work in some cases, but often you can achieve more quickly with a phone call. It will make feel customer more personal and understand their complaint
☛ Figure out the problem and requirement: Listen carefully to your customers need carefully and ask them what they want
☛ Ask about wider issues: Ask open ended questions like – is he happy with your service or product? What other feedback does he want to give?
☛ Offer something back: If a customer has a genuine issue with the service/product, and there is a chance of losing it, it’s better to give him some offer/discount/coupons, etc. to keep him stick to your service.
☛ Confirm your solution: To avoid dispute after coming up with solution on phone, it’s better to take follow up by email or letter
☛ Take follow up: This is where most people miss- get a member of your staff to check that all is well. It will help to minimize the common problem faced by customers.
27⟩ Explain me an example of a time when you have gone the extra mile for a client?
When working in the client service department of a bank, I received a call from a client who had been promised she would receive her debit card the previous day, but it never came. It was a Thursday, and she was leaving the country that Sunday and needed the card before then. Normally it would take until the following Monday to resend the card; however, I researched carriers in the area that offered Saturday delivery and was able to coordinate with our card shipping center to have the card printed first thing Friday and delivered by Saturday afternoon. The woman said I had saved her vacation, which made my day.
28⟩ Tell me how confident are you in your ability to explain complicated IT issues in a simple way that anyone can understand?
Very confident. Using the What, Where, When, Why and How will make explanation easy to understand.
29⟩ Tell me what would you do if the customer says that it took you long to resolve an issue?
If customer says that it took you long to resolve an issue,
☛ First ensure the customer that you are not far from him and was busy with his task all the time
☛ You have to give him an expression that he or she is the only customer you are worried for
☛ If required give him the explanation of whole operational path and the areas where the task can get slower
30⟩ Explain me what Methods Would You Use to Escalate a Call?
Call escalation is common in call centers, especially when a customer has contacted the company multiple times and still has an unresolved issue. Your interviewer will want to know what you would do when a customer asks to speak to your supervisor. The best answer for such a question would be “Although I would follow the company’s policies regarding call escalation, I would first attempt to obtain as much information as I can from the customer and deescalate the issue on my own. If I cannot provide the resolution the customer wants, or if the customer refuses, I would follow the company’s chain of command for escalated calls.”
31⟩ Tell me 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
32⟩ Tell me 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
33⟩ Tell me 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
34⟩ Tell me do you ever become upset or angry on the job?
I'll step back and reconsider what cost the filling. But I will look at more objective and less personal.
35⟩ Explain me how to deal with unreasonable customer demands?
To deal with unreasonable customer demands,
☛ To avoid conflict with your potential customer, you can always offer him an option that is reasonable
☛ Pre-qualify your customer, before allocating anything to your customer make sure you understand well your customers demand
☛ Say-no without hesitation if the demand is illegitimate
☛ Keep your patience while dealing with such unreasonable customer demands
36⟩ Tell me 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
37⟩ Tell me do You Understand the Goals You Must Meet?
There is much more to customer service than simply answering telephone calls, and your interviewer will want to ensure that you understand all of the goals you must meet along the way. Some of these include your average call handling time, your issue resolution rates, your transfer rates and the number of calls you escalate. “I will work hard to exceed the goals presented to me by the company. I always give 110% in everything I do, and I am not afraid to ask for advice if I feel that I am struggling with any goal” would be a great answer.
38⟩ Tell me what does DNS stand for and what is it used for?
Domain Name Service (or System or Server) – it translates domain names into IPaddresses.
39⟩ Tell us how do you feel about your abilities as a manager?
Focus on how you achieve results while maintaining good staff relations. Use examples of your successes and how you have learned from mistakes. Emphasise your energy and experience.
40⟩ Tell me what do you like and dislike about working in the customer service industry?
Nobody likes dealing with angry people, and there are days where angry customers can really get you down. It can be frustrating when you can’t make someone happy, despite your best efforts. However, when you are able to help a person and make his or her life just a little bit better, there is no better feeling in the world.
