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Infosys - Customer Service Study Material

The document discusses the importance of customer service in ensuring a positive client experience by addressing their needs and concerns. It outlines various BPO metrics such as AHT, customer handling, and CSAT, and poses a series of interview questions aimed at assessing problem-solving skills, time management, and approaches to customer interactions. Additionally, it emphasizes the significance of utilizing customer feedback and maintaining team motivation in a remote work environment.

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11 views2 pages

Infosys - Customer Service Study Material

The document discusses the importance of customer service in ensuring a positive client experience by addressing their needs and concerns. It outlines various BPO metrics such as AHT, customer handling, and CSAT, and poses a series of interview questions aimed at assessing problem-solving skills, time management, and approaches to customer interactions. Additionally, it emphasizes the significance of utilizing customer feedback and maintaining team motivation in a remote work environment.

Uploaded by

angkanjoddar222
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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https://www.nextiva.com/blog/call-center-metrics.

html

What is Customer Service?

Customer service means ensuring that the client or customer has the best experience possible. I've learned that
by listening to the customer's desires, concerns, and perspective, I'm able to figure out the best way to solve any
issues that come up.

BPO Metrics

AHT

Customer service

Customer handling

CSAT

1. Explain about a difficult obstacle you had resolved at work. How did you solve that issue?

2. Let’s say you are alone on the floor taking calls, there is no one else to support you and the customer you
are on call with is facing an issue which you can not or are unable to fix. How would you handle that
customer or situation?

3. Let’s say you are on a call with a very old person. He or she knows about the technology but just can’t
understand your accent. What would you do to make that customer understand what you are saying?

4. It is an inbound calling profile where some days you would be taking back-to-back calls continuously for
maybe about 8 hours. Let’s say after a few months or a year, you don’t feel like doing it because you are
bored. Either you would leave the organization or your performance would go down. So how would you
handle this if this happened?

5. When it comes to work issues, how do you deal with them?

6. How do you manage daily and weekly activities?

7. How do you manage your time and objectives?

8. how you can help old customers which are not so much tech savvy

9. how would you maintain interest as with time, people get bored and tend to leave due to monotonous
task?

10. Did you utilize customer feedback to ensure business excellence? How?

11. What is your biggest achievement?

12. What are your approaches to promoting great customer service?

13. How to deal with difficult customers?

14. How do you deal with angry customers?

15. As every team member is working remotely, how do you keep them motivated to perform their tasks well?

16. What technology have you integrated to ensure the best customer experience?
17. What are the tools that you prefer to interact with customers? Why?

18. What is your preferred mode of communication with your customers?

19. How do you manage unfavorable consumer feedback?

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