(A Call Center Representative, or Call Center Agent, takes calls from customers answering questions or

addressing any concerns they may have. Their duties include handling many inbound and outbound calls
to and from customers, listening to customers’ needs or issues and providing helpful solutions to their
problems.)

Match the interviewer tone of voice. If it’s loud made your voice loud also. Or maybe how they act or
their position why they are interviewing you.

What to say after your interview?

I enjoyed learning more about the position.

I look forward to hearing from you

@@@@@@@@@@@@@@@@@@@@@@@@@@@

Overcoming interview anxiety/ to be more confident:

1 treating the interview as a meeting.

2 slow down during the interview

3 feel good about yourself (dress well, smile), know your value and believe that your will get hired.

4 Research the company.

5 interview introductions ready

6 Read the Job description

- Computer skills
- Technical expert in related computer applications.
- Providing excellent customer service,
- being able to multi-task,
- being able to work as part of a team

If you can’t interview questions:

- If they ask you questions about a situation you have not been in before, tell them when you saw
someone else do it.

Technique for Impromptu speaking:

7 steps of a call flow

1. Open the call (always)

2. Empathize, apologize, or assure (whichever applies)
3. Confirm the customer’s account (if applicable)
4. Probe/ask relevant questions (if applicable)
5. Solve the problem or answer the questions (always)
6. Offer additional assistance (always)
7. Close the call (always)

1. Opening Spiel – this will be your greetings, introduction of your company and name
followed by the “How may I help you today?”.

Ex:
Thank you for calling (Company name) This is Rexie. How may I help you today?

2. Assurance/empathize – always provide assurance statement after the customer gave it

query or request. Empathize and apologies needed.

Ex: I completely understand that. If I were you, I’ll feel the same.

3. Account Verification – It is required if your customer has an account. This is to make sure
that you are talking to an authorized person to avoid privacy breach.

Script must be needed in account verification. Make sure to repeat important details to your
customer to confirm if its correct or not.

4. Resolution – Make sure to address all of the requests and questions of your customer.
Maximize all the details in the script to resolve the issue in the mock call.

5. Offer further assistance - after resolving the issue or answering the queries of your
customer, you should offer further assistance by asking them these…

Ex: Is there anything else that I can help you with? Or Would there be anything else that I
can assist you with?

6. Ending Spiel – this the last part where you can say the ending spiel upon closing the call. It
varies depending on the script provided by the company.

Ex: Thank you for calling (company name)! Have a great day!
Greeting: Deliver it like you’re excited
- Thank you for calling! My name is Rex, how can I help you?

Acknowledge the issue: feeling concerned

 - I understand that you are calling about your service.
- I apologize you are experiencing issues with your account
- By the way, on behalf of our company, I wanted to apologize for the inconvenience that
you are experiencing but you don’t need to worry.

Reassure: Be confident

- Don’t worry. You have reached the right person.

- I’ll be happy to assist you with your concern.
- I’ll be able to assist you with this specific issue.
- And we’ll make sure that everything’s working before I let you go.

Positive scripting:

- I couldn’t seem to find a match of this number. Do you mind rechecking the number on your
screen right now?
- Currently, we don’t deliver to addresses outside the US but if you know someone in the US who
could receive the package for you then have it delivered to your address, then you could still do
it that way. A little bit more hassle but not entirely impossible.
- Always turn your responses into positive scripting. Its okay to be friendly but not too casual.
They are not our real friends that’s why its important to positive scripting especially we are
delivering a negative news to them.

Some scripts:

- (No… Our pineapple juice is not available today) Yes… Apologies but our pineapple juice is
currently unavailable today but we can add some iced tea for your drink instead. / (No… Your
account has been suspended due to an owing balance not being paid until today) Yes… It seems
that you still have an owing balance to pay. No worries it will be reactivated after making a
payment today.
- Thank you give me one moment please so I can pull your account
- I truly understand how frustrating this is for you. I truly do. I know that our shipping department
tries their best to keep the orders as accurate as possible but on very rare occasions this kind of
mistakes happens from time to time and I am so sorry that this happened to you of course this is
not an excuse and mistake is a mistake and right now what I can do is to help you resolve this
issue.
- I assure you Rex what happened was an honest mistake, we would never do that to our
customers on purpose. Of course, you really should have received precisely what you ordered
and we failed on that and for that I am truly sorry. The best thing that I can do for you now it to
make that this gets resolved as soon as possible.
Thank you for calling Customer Service financial, I am Rex. This is such a wonderful day so don’t ruin it.
Before anything else, pls. refrain using profane words because Jesus is here with me. He can hear you.
How much can u pay today?

Mock sample lines for telco:

Oh, I’m so sorry to hear about that Sir. Don’t worry, I’m here to help you out. Let me see what I could do
for you, let’s start by verifying your account number is that OK with you?

Thank you, Mr. Rex, so, that is 860-995-9898, is that correct?

May I please verify the last four number of your Social Security Number?

Got it, thanks! I believe that you’ve been with The Flash Internet for quite a while now. And, honestly,
we don’t really wanna lose customers just because of a bad modem. Here’s how I can help you…

Rex, I understand your situation, and I would feel the same way if I’m in your situation. So, please, calm
down, and stop yelling at me. Let me tell you what I could do for you, OK? Just give me a minute.

Ok, here’s what I could offer you. Since, you’ve been with The Flash Internet for more than 5 years now,
I’m gonna get you a free modem, with Wireless capability, absolutely, free of charge! And, I’ll place the
order now, for an overnight shipping. So, the means, you’ll get the free modem by tomorrow.

ANOTHER:

Oh, I’m sorry to hear that your bill increased this month. I, myself would feel the same way if what I paid
last month is lower as compared to the most recent bill I’ve got. No worries, I’ll do the best I can to help
you with this. We’ll find out what’s causing the increase and of course I’ll give you ways on how to get
his bill down.

Yeah. So, as you’re telling me your concern, I’ve also checked our tools and I reviewed your previous bills
versus this newly generated billing statement and here’s what I found out. It shows in our records that
your promotion for the Special Double Bundle of Cable and internet for $79.99 already expired last
November 2, 2021.

With regards to that, we’re transparent with out customers and so every time we generate you bill
every single billing cycle, we get to notify you when is your promotion up until and how much is the
discount you’re getting. You can find it at the last part of your paper bill.

Sample script for T-mob

- A good day here at T-Mobile my name is Rex and I will be your expert today. How can I can help
you?
- Sure, I’ll be more than happy to discuss your bill.
- I know our bill can create confusion sometimes, I got you covered. I’ll make sure that by the end
of this call. We would be able to get a clearer picture on what happened on your bill.
- Moving forward for the security purposes of your account can you please verify the account
holders name?
- Wonderful
 - Can I also get the pin/passcode for this account?
- Awesome!
- Upon checking in our system, it shows here that there’s a feature added on your account last
October 14, 2021 and that is the scam shield feature.
- By the way I can’t help myself but check your account and I see that you are one of our loyal
customers.

Apologize professionally:

1. We deeply regret the misunderstanding.

2. We regret that we’re unable to give you a refund.
3. I want to extend my sincerest apologies for the poor service you received from our sales agent.
4. I apologize for making you wait.

When ending the interview make sure to thank your interviewer for their time,

make sure that you remember their name. Call then by their name and say

Thank you, Rex, for this time it has been a great experience to be

interviewed by you. I'm so looking forward to be part of (company name)