Subject: Trainer Candidate - Priyanka Sangwan
From: Priyanka Sangwan <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 2 Aug 2022 15:11:03 -0400

Tech Support
Test

Name

Priyanka
Sangwan

E-mail

[email-masked]

Phone Number

(91) 8368793871

Do you have your own transportation
(2 or 4 wheeler) or are you able to commute to office without using Metro? Our
office is located in Noida Sector 2, near Noida - Sector 15 Metro
Station

I can commute using other transport like
Rickshaw

Where do you currently live (area)

Ghaziabad

Please give us details of your last 3
employments including current. If you've not worked in 3 companies, please enter
NA

Name of Company

Designation

Last
working day

Monthly Salary (inhand)

Current
Employer

WNS Global Services

Senior Research
Associate

10-Oct-22

32000

Previous Employer 1

Fareportal Pvt Ltd

Senior
Executive

Previous Employer 2

Spicejet Pvt Ltd

Customer Care
Prepresentative

If Selected, how much time do you need
to join?

60 days

Please briefly
describe your work experience specifically in Quality?

I handle
the quality/feedback and the training of my team members.I also interact with
our clients for project proposals. Overall, I have 4.5 years of experience in
operations.

Have you worked as a Quality Manager in a Call
Center/Customer Service/BPO Environment?

No

Please tell us below in 300 - 500
words about the most difficult situation in your experience as someone who is
responsible to manage and bring improvements in quality of your team

Well, I would like to inform you that many times I have
handled the escalated issues related to the complaints of quality on calls, on
chats and on emails as well. But I do remember one incident that happened in my
previous employer's office. The customer booked a flight ticket for himself and
for his mother. Unfortunately, her mother was a blind lady. So firstly, after
boarding, these two passengers did not get their seats altogether unluckily.
Actually, seats depend on the availability if no prior request has been placed
by the passengers. Then, between the journey, that lady asked a crew member to
serve a soft drink to her. But mistakenly, a hard drink was served to her on
flight which made an uneasy journey for her..  Both the passengers were really
disappointed with the services. They complained at the London Heathrow Airport
after their landing. Then, they contacted our helpline number and informed us
about the incident. Both the passengers were super

yelling on call. So, the call was transferred to me as I was part of the
escalations team there. I really empathized as it was necessary. In customer
service, we really have to feel like we're in their shoes. Then only we can
actually understand the reason and the level of their frustration.  My previous
employer "Fareportal" is a travel agency where we only could take the requests
of the passengers and then we forward them to the airlines. So, we were the mid
partners in their flight booking. I tried to make them understand that this bad
experience is not what we or the airline are supposed to provide to our valuable
customers. Though, on-boarding services were not in our hands at all. Those
services are only entertained by airlines. The lady was not ready to understand.
However, she was also right at her point since she booked her ticket with us not
directly with the airline. While handling the call, I wrote everything on email
as the lady wanted to be sure that the complaint had been raised on a high
level. I assured her that the feedback will be shared certainly from our side.
At last, the lady asked for a high compensation from us. As it was not in my
hand, hence I had to contact the airline and to my senior authorities. I
requested her to wait for the communication from our end. As she was blind, I
did not feel right to ask her to wait for our emails. So proactively, I informed
her that complaint follow ups will be taken care of by me personally and will be
reaching out on calls. But she preferred to provide updates in writing as his
son was available to check the emails. Same was acknowledged from my side. I
requested her to wait for some time for further updates because I had to contact
the airline as well to get more updates on the incident. The complaint continued
for many days. At last, I arranged her compensation. She was really happy with
my approach and the way I handled her complaint. Her son sent an appreciation
email too with her blessings and well wishes which made me the best employee of
the month !!!

What according to you is the difference between good
and great customer service. (Explain in 4 - 6 sentences)

According
to me, good customer service is the service where the customers get as they
expect from our end which includes politeness, accuracy, empathy, knowledge and
patience. Wherein, great customer service is where the customers get services
beyond their expectations. This is an exceptional service where we surprise our
customers in a good way and are more caring than just competent.

What
according to you makes you a good candidate for this position?

Honestly, I have sufficient experience and knowledge for this
role. My presentation skills, communication skills.writing skills, and customer
handling skills are excellent. Hence, I feel I am a suitable candidate as per
your organization's requirements.

On a scale of 1 - 5
please rate your fluency in spoken English

5