I need some help with my interview answers for TeleTech.

Here are the questions I have to answer and the answers I
plan to give to the company.

Please could you help I want to make sure I do the best
possible.



Thank you in advance,



Jose





1.New processes and procedures can be disruptive. What
actions have you taken when you’ve been asked to
significantly change a work process or procedure? What were
the results?



The only thing I can think of is when the company changed
the software they were using to interact with their
customers the CRM. It was a little bit challenging. What I
did was study the new software in detail to be ready to
interact with customer quickly and efficiently using the
company's new CRM software.



2.Tell me about a time when you have had to deal with a
difficult customer. How did you handle the situation?

One time a customer called in to the company and was upset
because a technician did not arrive at their house to
resolve the problem they were having with their internet
not working.



So after listening to the customer problem and making sure
I understood the problem I showed empathy to the customer
and assured the customer I understood the problem and took
ownership of the problem making it my own.



I reassured the customer I would find a solution to their
problem and later found out that the customer was
misinformed about the time the technician was suppose to
arrive at the customers house, informed the customer of the
correct time the technician was scheduled to arrive at her
home and apologized for any inconvience that they may have
experienced.



3.Sometimes if we’re lucky, we can identify a small error
or problem and correct it before it becomes a headache. Has
this ever happened to you?



Yes, it has one time while I was talking with a customer
about a problem they were having logging into the company
website. I asked the customer to verify the email address
they wanted to use on the company website. After verifying
with the customer noticed the customer had the wrong email
address on file and immediately changed the customer email
address to the email address of the customer.



4. What general questions would you ask a customer prior to
starting to troubleshoot their issue?

I would first ask the customer what issue they are having?
I would then let the customer explain in their own words
what they have experienced and not interrupt the customer.
After I begin understanding the customer issue I would
start using closed ended questions that require more
specific answers to narrow down the problem and possible
resolution.



Next I will verify my understanding of what the customer
has told me and get the customer to agree that I understand
the issue.(Eg. Okay so your having trouble try to logging
into our website it tells you invalid password is that
correct?) If the customer agrees then I will proceed to
resolve the issue by asking more questions and proceed to
the solution. I will not continue until the customer agrees
that I understand the issue.



5. What steps should be taken to install software via a CD?



First make sure there is no CD in the CD drive if there
remove the CD from the computer and put in the CD of the
software you are trying to install.

Next Open My Computer



Within the My Computer window, open the drive that contains
the installation files. For example. If they're on a CD or
DVD open the D: drive or the letter of the disc drive.



Next Within the drive that contains your files, locate
either a setup or install file.

Double-clicking on this file should start the installation
for the program. If you see multiple setup or install
files, try to locate the Application file or double-click
each of setup or install files until you find the file that
starts the installation. Many times the icons associated
with the installation files have the same name.