Read Online Customer Service, Call Center and Customer Support Interview Preparation Guide: Ace the Customer Service Interview in a Step by Step Teaching Style RTF
Customer service representatives interact with customers on behalf of an organization. They provide information about products and services, take orders, respond to customer complaints, and process returns. Many customer service representatives work in customer contact centers. Others work in insurance agencies, banks, stores, or other places that have contact with customers.CSRs touch the life of their customers on a day to day basis and can personally impact the lives of millions. What's this book about?This book is purely about preparing for a Customer Service Representative (CSR) Interview. My aim is to take you through a systematic process one step at a time to help you ace this interview. My approach will be to first teach you a lesson and then give you some homework to complete. This book consists of worksheets, that you can download. I’ve seen that the most successful candidates are the ones who NOT ONLY follow the lessons, but do the homework at the end of it. This book will combine theory and practice to help you succeed.Note that the job title “Customer Service Representative” is commonly used in the industry, however this job title can vary. A few other examples are mentioned below: •Customer Service Representative•Senior Customer Service Representative•Call Center Associate•Customer Service Associate (Part-Time)•Customer Service SpecialistWhatever the case may be and whatever your title is, if you are applying to jobs in the customer service fields, this guide will prepare you to ace the interview for the same. Book Outline The book contains of the following 8 chapters: 1.The Customer Service Representative (CSR) role – We’ll start by understanding the role of a CSR in general and as defined by the industry. 2.Understanding the job description – Next we’ll take the job description of the company you are applying to and understand it greater detail. This is the first step towards your interview prep. I’ll also give you your first homework in this chapter.3.Interview process – We’ll then talk about the interview process for a CSR at a high level.4.Company information – The second step to the interview process is to collect information about the company you are applying to. In this step, we’ll take a look at how to do so. 5.Questions – We’ll then get into the specific question types that you will typically be asked and we’ll see how to attack each one. We’ll specifically cover the following 10 question types: 1. “Behavioral” questionsi.“Tell me about yourself” Questionsii.“Strengths and Weaknesses” Questionsiii.“Goals” Questionsiv.“Why” Questionsv.“Tell me about a time” Questionsvi.“Culture” Questionsvii.“Resume” Questions2.“Proficiency” Questions3.“Product/Service Knowledge” Questions4.“Good/Bad Customer Experience” Questions5.“Solving Customer Issues” Questions6. “Multitasking/Time Management and Scheduling” Questions7. “Training” Questions8.“Selling” Questions9.“Leadership” Questions10. “Role Playing” Questions6.Questions to ask – Then, we will discuss what questions to ask during your interview. 7.Preparation plan and tips – We’ll then cover a number of preparation tips for the interview process and put together a time table for you to study.8.Conclusion – Finally we’ll end by summarizing everything in this chapter. Look at this chapter as a cheat sheet for the entire book that you can use during your preparation.
