Subject: Trainer Candidate - Annu Kumari
From: Annu Kumari <[email-masked]>
To: [email-masked], [email-masked], [email-masked], [email-masked], [email-masked]
Date: Sat, 4 Mar 2023 03:17:31 -0500

Tech Support
Test

Name

Annu
Kumari

E-mail

[email-masked]

Phone Number

(91) 9776879767

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)

Sarita vihar Madan pur khadar

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

Previous Employer 1

HCL

SCCE

3rd of October 2022

18000

Previous Employer 2

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

I can join immediately

Please briefly
describe your work experience specifically in Quality?

Honestly
I don't have worm experience in quality however my work at HCL was to
handle escalated call and I know what can be added to enhance our call quality

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

The most difficult situation in my experience was getting a
candidate with refund issue so once there was a candidate who paid for his
examination and passed it, and then he called us to refund him the amount which
he spent for his examination we were not meant to initiate the refund to him but
because he was so angry and wanted his money anyhow so refusing him directly
could make him more angry, so I simply put the call on hold for 2 minutes and
checked all the available tools and documents and then I explained the procedure
to the candidate and also the reason of not providing him refund and he
understood along with this appreciated me as well so I think yo enhance our
customer's experience we just need to take narrow steps and always put
yourself in customers shoes.

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

Providing good customer service means providing appropriate
resolution be checking available sources but great customer service means
putting yourself in customer, use some powerful words, modulate your tone as per
customer issue and then proceed by bringing these small qualities your customer
will get not only good but great experience.

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

There may
be more candidates who will be having relevant experience however as I worked on
agent and supervisor level and know how to make agents to deliver great customer
service.

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

5