Subject: Trainer Candidate - Viraj Mishra
From: Viraj Mishra <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Thu, 28 Jan 2021 01:24:32 -0500

| | Tech Support Test

Name | Viraj Mishra
E-mail | [email-masked]
Phone Number | (0091) 9910576671
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 have my own 2/4 wheeler transport
Where do you currently live (area) | Dwarka

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 | Black Console Technology | Sales Trainer | Currently working | 60000
Previous Employer 1 | | | |
Previous Employer 2 | | | |

If Selected, how much time do you need to join? | 7 days
Please briefly describe your work experience specifically in training? | As a Team Leader, was responsible for taking in NHTs and training them in regards to products, refreshing their knowledge and skills. Then moving to Black Console, responsible for training the associates for sales purposes and effective communication.
Have you worked as a trainer in a Call Center/Customer Service/BPO Environment? | Yes
Please tell us below in 300 - 500 words about the most difficult situation you faced either while training or managing a team. | The time when the inflow of leads was pathetically low and the target was looming. Had to solely rely on our skills and existing client base to get the numbers out. Also to increase the morale of the team and helping them always remain sharp and professional on calls.

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

Good is when you do things by the book and give customers what they need.

Great is when you go the extra mile and give all that you can for maximum satisfaction and ensuring customer retention.

Good customer service is when you do your job right.

Great customer service is when you don't consider it a job, but an obligation, to treat the customers just how you'd treat a friend. Make them feel good about the services they are being provided.

What according to you makes you a good candidate for this position? | A person who has been on both sides of the line. Facing the customers as well as training people how to face the customer. Usually experience in the field shouldn't just be as per the book of how someone should only be a trainer to train. Rather, someone who already has hands on experience knows a thing or two to do the job not only rightly, but also efficiently and without wasting a lot of resources. Trainers with only a background in training are just people knowing the to do's from a manual. It is like learning driving. You read a book on how to drive, and know the basics. You cannot teach someone how to drive or rather learn from someone who hasn't touched the steering wheel of a car. That is what makes the right candidate as per me.
On a scale of 1 - 5 please rate your fluency in spoken English | 5

| |