Subject: Trainer Candidate - Rahul Sahani
From: Rahul Sahani <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Tue, 29 Nov 2022 17:07:33 -0500

Tech Support
Test

Name

Rahul
Sahani

E-mail

[email-masked]

Phone Number

(91) 8920941895

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)

indrapuram

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

teleperformance

senior
executive

Previous Employer 1

concentrix

senior executive

Previous Employer 2

home shop 18

junior
executive

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

immediate Joiner

Please briefly
describe your work experience specifically in Quality?

I have
more than 5 of experience in non voice role

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

I remember one escalation in makemytrip on our official
twitter handle. So we posted a Salman khan commercial poster under which I saw
the first comment that one of our customer was complaining about a bus booking.
I contacted him immediately and searched for his booking id which he mentioned
in the comment. I called the customer and asked about the concern. So the
concern was that he made a bus booking. He was supposed to board the bus 2 hours
before but the bus hadn't arrived at the pickup location. I apologized to
the customer and asked him to be on call for some time. I called the bus
operator and asked him about the bus location. The bus operator replied that the
pickup location was changed and SMS was forwarded to every customer. I asked the
customer to check the sms, then the customer agreed the bus was 1 hour far from
the customer's location i asked the bus operator to stop the bus at the
next pickup point. I arranged a cab for that customer so that he could board the
bus.

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

Good
customer service is what we get what we expect when things are optimal.
Politeness, speed, and accuracy are key components.

Great customer service is when we get what we do not expect. Beyond what is
required, surprising in a good way, thoughtful to the max, more caring than just
competent, and focused solely on making your experience unexpected.

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

I am confident and i work under pressure with pepper
planning.

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

4