Teleperformance Customer Service Executive Interview Questions and Answers

Handling harsh customers requires patience, empathy, and effective communication to resolve their issues and restore satisfaction.

• Listen actively: Allow the customer to express their frustrations without interruption. For example, say, 'I understand this is frustrating for you.'

• Stay calm: Maintain a composed demeanor, even if the customer is yelling. This helps de-escalate the situation.

• Empathize: Acknowledge thei...read more

Responding to customers requires empathy, clarity, and promptness to ensure satisfaction and resolve issues effectively.

• Listen actively to the customer's concerns without interrupting.

• Acknowledge their feelings, e.g., 'I understand how frustrating this must be for you.'

• Provide clear and concise information, e.g., 'Let me explain the next steps.'

• Offer solutions or alternatives, e.g., 'We can replace the item or iss...read more

The interview process involves a communication test followed by a face-to-face interview with the operations manager.

• The Communication Versant test assesses verbal skills, pronunciation, and fluency.

• AMCAT test evaluates aptitude, reasoning, and communication skills.

• Prepare for the face-to-face interview by researching the company and practicing common interview questions.

• Demonstrate effective communication by prov...read more

The goal of a Customer Service Executive is to provide excellent service and support to customers.

• The goal is to ensure customer satisfaction by addressing their inquiries and concerns promptly and effectively

• Building positive relationships with customers to enhance loyalty and retention

• Resolving customer complaints and issues in a professional and courteous manner

• Striving to exceed customer expectations and deliv...read more

My daily routine involves managing customer inquiries, resolving issues, and ensuring satisfaction through effective communication.

• Start the day by checking emails and messages for customer inquiries.

• Prioritize urgent issues and respond promptly to ensure customer satisfaction.

• Engage with customers via phone or chat, providing clear and helpful information.

• Document interactions and resolutions in the customer mana...read more

E-commerce refers to buying and selling goods or services online, facilitating transactions over the internet.

• E-commerce includes various business models like B2B (business to business), B2C (business to consumer), and C2C (consumer to consumer).

• Popular examples of e-commerce platforms include Amazon, eBay, and Alibaba.

• E-commerce transactions can involve physical goods, digital products, and services.

• Payment metho...read more

Climate change is a pressing global issue affecting ecosystems, weather patterns, and human livelihoods worldwide.

• Rising global temperatures lead to extreme weather events, such as hurricanes and droughts.

• Melting ice caps contribute to rising sea levels, threatening coastal communities.

• Increased carbon emissions from industries and vehicles exacerbate air pollution and health issues.

• Agricultural productivity is im...read more

Upselling is the practice of encouraging customers to purchase a higher-end product or additional items in order to increase sales.

• Upselling involves suggesting upgrades or add-ons to the customer's original purchase.

• It is often used in retail and customer service industries to increase revenue.

• For example, a customer buying a laptop may be upsold on a more powerful model or additional accessories.

• Effective upsell...read more