Proclivity Digitech Senior Customer Support Executive Interview Questions and Answers

Questions and answers of aptitude

Q1. Speed test in typing
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Q2. Paragraph writing for speed test
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Q1. General questions related to our studies
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Q1. Tell me something about yourself??
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Q2. Previous work experience??
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Q3. Strength and weekness
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Q4. Reason of changing the job
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Q5. Why do we hire you on this role
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Q1. General questions as asked in HR round
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Q2. Ooperational questions.
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Q3. Tell me a time when you have delivered exception experience to a customer?
Ans. 
I once went above and beyond to help a customer with a technical issue.
• Customer was having trouble with our software

• I spent extra time troubleshooting and researching solutions

• Provided step-by-step instructions and followed up to ensure issue was resolved

• Customer was extremely grateful and left positive feedback
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Q4. Tell us a time when you failed to deliver the expected experience?
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Q5. How to handle difficult customer and scenario?
Ans. 
To handle difficult customers, listen actively, empathize, apologize, offer solutions, and follow up.
• Listen actively to understand the customer's issue

• Empathize with the customer's frustration

• Apologize for any inconvenience caused

• Offer solutions to resolve the issue

• Follow up to ensure customer satisfaction
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Q6. How to say no to a customer?
Ans. 
Saying no to a customer requires empathy, clear communication, and offering alternatives.
• Acknowledge their request and express empathy

• Explain why you cannot fulfill their request

• Offer alternatives or suggest other solutions

• Thank them for their understanding and offer to help in any other way

• Example: 'I understand how frustrating it is to not receive a refund, but unfortunately our policy does not allow refunds after 30...read more
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Q7. How can you explain something technical to a non tech savy customer?
Ans. 
Use simple language, analogies, and visuals to explain technical concepts to non-technical customers.
• Avoid using technical jargon and acronyms

• Use analogies to relate technical concepts to everyday experiences

• Use visuals such as diagrams or videos to help explain complex ideas

• Encourage questions and provide real-life examples

• Be patient and avoid overwhelming the customer with too much information
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There will be a mock call or mock chat in a imaginary situation to check the comprehension, written and verbal skills and grammer.

This might involve a task to be completed individually or in a team, showcasing your skills and knowledge.

Aptitude Test: This likely involves questions to assess your numerical, verbal, and logical reasoning skills.

This round assesses your communication, teamwork, and problem-solving skills in a group setting.

This could involve analyzing a real-world business scenario and presenting your recommendations.

Q1. This is an interview with technical experts to assess your technical knowledge and skills.
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Q2. HR Round:
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About company products

Q1. Personal interview
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Q2. Education and experience
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Q1. About technical qualification
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Q2. Product knowledge
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Understanding customer pain points and demonstrating genuine care is crucial. Professionalism involves being polite, respectful, and competent. It is important to have knowledge of company products or services. Above all, problem-solving skills are essential, along with a commitment to going above and beyond to find solutions.

Q1. What is your understanding of emotional intelligence?
Ans. 
Emotional intelligence is the ability to recognize, understand, and manage emotions in oneself and others.
• Emotional intelligence involves self-awareness and self-regulation.

• It also includes empathy and social skills.

• Example: Being able to remain calm and composed in a stressful customer interaction.

• Example: Understanding and responding appropriately to a customer's emotions.
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Q2. What is the role of technical customer service?
Ans. 
Technical customer service involves providing assistance with technical issues and troubleshooting for customers.
• Assisting customers with technical issues related to products or services

• Troubleshooting problems and providing solutions

• Explaining technical information in a clear and understandable way

• Offering guidance on how to use products or services effectively

• Escalating complex technical issues to higher level suppor
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Q3. What is the difference between customer service and technical support?
Ans. 
Customer service focuses on addressing general inquiries and providing assistance, while technical support deals with resolving technical issues and troubleshooting.
• Customer service involves addressing general inquiries and providing assistance with products or services.

• Technical support focuses on resolving technical issues, troubleshooting problems, and providing solutions related to technology or software.

• Customer s...read more
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Q4. What are technical skills in customer service?
Ans. 
Technical skills in customer service refer to the ability to use various tools and software to efficiently assist customers.
• Proficiency in using customer relationship management (CRM) software

• Ability to troubleshoot technical issues remotely

• Knowledge of online chat platforms and ticketing systems

• Experience with data entry and analysis for customer support

• Familiarity with social media platforms for customer interaction
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Q5. What is customer satisfaction?
Ans. 
Customer satisfaction is the measure of how happy and content a customer is with a company's products, services, and overall experience.
• Customer satisfaction is the result of meeting or exceeding customer expectations.

• It involves providing excellent customer service, resolving issues promptly, and building strong relationships with customers.

• Measuring customer satisfaction can be done through surveys, feedback forms, a...read more
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Hai iam ns,ramakrishna i can compately in dipoma in final deee branch 2023 in dipoma promated

Q1. I can when in this companey
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Q2. When apprament letter
Ans. 
The question seems to be asking about the timing of an appointment letter.
• An appointment letter is typically sent out before a scheduled meeting or interview.

• It is important to confirm the timing and details mentioned in the appointment letter.

• If the appointment letter is not received on time, it is advisable to follow up with the sender.
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Q3. Monday i can jain in this companey
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Q1. Tell me about your self.
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Q2. Why want to join this job.
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I want to join this job because, I want to grow my career and enhance my skile and being a self independent
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Q3. What is your weakness and strength?
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My strengthis my ability to stay organised and mange multiple tasks at once I have the projects dwon into smaller tasks and finding efficient ways to complete them and My weakness is that I something take too long finish tasks, but I am working on it.
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Q4. What are your career goals?
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Q5. Tell me about your family background
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A about my family background I have four members in my family including me my father is a farmer, my mother is a house wife also and my sister pursuing graduation
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It was a versant round from Pearson.

Q1. Manager asked basic questions related to CV. explained the job profile. checked the communication and stability.
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Q1. Basic salary expectations
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