Subject: Trainer Candidate - Manish Anand
From: Manish Anand <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked]
Date: Mon, 24 May 2021 07:06:38 -0400

| | Tech Support Test

Name | Manish Anand
E-mail | [email-masked]
Phone Number | (91) 9818318785
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) | Delhi

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 | Startek | AM | 30 June 21 | 60000
Previous Employer 1 | BT | SME - OCIL | 7 Dec 20 | 45000
Previous Employer 2 | IBM | Lead Quality | 1 Dec 14 | 27000

If Selected, how much time do you need to join? | 1 month

Please briefly describe your work experience specifically in training?

As assistant manager, responsible for managing team of 11 team leaders with headcount of 70+ L2 & L1 advisors in a social media process.
In BT, worked as SME to handle business customers. Responsible for operational continuous improvement training & projects.
In IBM, worked as lead in transactional quality role for improvement of NPS & Sales metrics for voice line of business, on basis training need analysis.

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. | Managers often need to step in when employees can’t resolve issues or calm an extremely unhappy or angry customer. Dealing with these types of customers effectively requires superior conflict resolution skills. Display a positive attitude, genuine concern and acknowledge the customers feelings. Phrases such as “I’ll be happy to assist you,” “Tell me what happened” and “You’re absolutely right to feel that way” set the stage for a good resolution. Involve the customer in exploring resolution options by asking questions, asking for feedback and giving the customer choices as to how to resolve the situation. When a resolution is reached, managers should cement the agreement by providing the customer with written documentation of the resolution whenever possible.

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

The companies that are generally acknowledged to be providers of “great”, rather than merely “good”, service are those that typically go the “extra mile” in the way they treat their customers. This may include doing simple things like calling with an Estimated Time of Arrival (i.e., ETA) when they are approaching the limits of their normal on-site response times, or following-up after a service call to explain why an equipment failure may have occurred in the first place, and how to possibly avoid it from happening again in the future. It may be that the only perceived difference between “good” and “great” service on the customer’s part is in the way in which their service providers regularly communicate with them. The following is an example of what we mean.

Many services organizations provide their customers with some form of contracted, or “promised”, service coverage based on four-hour or next-business-day on-site support. Taking the four-hour on-site support option as an example, the secret to success between merely providing “good” service (i.e., keeping the customer satisfied) and providing “great” service (i.e., keeping the customer loyal), may be as simple as making an advance telephone call to provide them with an ETA before you actually arrive on-site.

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

Please find below rich experience & skills set require, which makes me a rightful candidate for the position:

planning and organizing skills
information gathering and analysis
communication and presentation skills
coaching skills
identifying the training needs
presenting the training program
conducting feedback workshops with participants and supervisors

On a scale of 1 - 5 please rate your fluency in spoken English | 4

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