Full Potential Solutions Customer Care Executive Interview Questions and Answers

Listen to their concerns, empathize, apologize, offer solutions, follow up

• Listen actively to their complaints without interrupting

• Empathize with their situation and show understanding

• Apologize for any inconvenience caused, even if it wasn't your fault

• Offer solutions to resolve the issue and make things right

• Follow up with the customer to ensure their satisfaction

I am a dedicated and empathetic customer care executive with 5 years of experience in resolving customer issues and providing exceptional service.

• 5 years of experience in customer care

• Skilled in resolving customer issues

• Strong communication and problem-solving skills

• Empathetic and patient approach towards customers

• Received multiple awards for outstanding customer service

The gap is huge due to various factors such as market demand, economic conditions, company restructuring, personal reasons, etc.

• Market demand for the specific skill set may be low

• Economic conditions may have led to downsizing or hiring freezes

• Company restructuring or mergers could have affected hiring

• Personal reasons such as health issues or family commitments

My husband works as a software engineer at a tech company in the city.

• My husband is a software engineer

• He works at a tech company

• His workplace is located in the city

I am available to join immediately.

• I can start as soon as possible.

• I am ready to join within a week's notice.

• I am flexible with the joining date and can accommodate as per the company's requirement.

Handle customer anger by staying calm, listening actively, empathizing, apologizing, offering solutions, and following up.

• Stay calm and composed to de-escalate the situation

• Listen actively to understand the customer's concerns

• Empathize with the customer's emotions and show understanding

• Apologize sincerely for any inconvenience caused

• Offer solutions or alternatives to address the customer's issue

• Follow up with the custo

BPO is the practice of contracting specific business tasks to a third-party service provider.

• BPO involves outsourcing non-core business functions such as customer service, technical support, and data entry.

• Companies opt for BPO to reduce costs, improve efficiency, and focus on core competencies.

• Popular BPO destinations include India, the Philippines, and Eastern Europe.

• Examples of BPO companies include Accenture, Conve

I am motivated to pursue a career as a Customer Care Executive because I enjoy helping others and resolving issues to ensure customer satisfaction.

• I have a passion for providing excellent customer service and building positive relationships with customers.

• I am motivated by the opportunity to make a difference in someone's day by resolving their concerns and providing support.

• I enjoy the challenge of problem-solving and...read more

I am looking for a competitive salary that reflects my experience and skills in customer care.

• I am open to discussing salary based on the responsibilities and expectations of the role.

• I have researched the average salary range for Customer Care Executives in this industry.

• I am looking for a salary that is commensurate with my qualifications and experience.

• I am also interested in discussing benefits and opportunities fo

Key Performance Indicators (KPIs) in a BPO are metrics used to measure the performance and success of the operations.

• Average Handle Time (AHT) - measures the average time taken to handle a customer query or concern.

• First Call Resolution (FCR) - measures the percentage of customer issues resolved on the first call.

• Customer Satisfaction Score (CSAT) - measures the satisfaction level of customers with the service provided...read more