Tech Mahindra Customer Service Executive Interview Questions, Process, and Tips

As a customer service executive, I would address the issue of missing items in the parcel and ensure customer satisfaction.

• Listen to the customer's complaint and apologize for the inconvenience caused.

• Ask for the order number and details of the missing item.

• Check the inventory and shipping records to identify the issue.

• Offer a solution such as sending the missing item or refunding the amount.

• Ensure that the customer is...read more

Companies should have a backup plan in case of internet outage.

• Companies can have a secondary internet connection from a different provider.

• They can also have offline customer service options such as phone or in-person support.

• Having a contingency plan in place can prevent major disruptions to customer service.

• Examples of backup plans include using mobile hotspots, satellite internet, or even a backup generator to powe...read more

Upselling is a technique to persuade customers to buy a more expensive or upgraded version of a product.

• Understand the customer's needs and preferences

• Highlight the benefits of the upgraded product

• Offer discounts or promotions to sweeten the deal

• Use suggestive language to encourage the customer to upgrade

• Provide excellent customer service to build trust and loyalty

I would provide patient and attentive service, taking into account any physical or cognitive limitations.

• Speak clearly and slowly, allowing time for the customer to process information

• Use simple language and avoid technical jargon

• Be patient and understanding, allowing the customer to take their time

• Offer assistance with any physical tasks, such as carrying bags or opening doors

• Ensure the customer is comfortable and has...read more

Components of customer satisfaction include quality of product/service, responsiveness, empathy, communication, and problem-solving.

• Quality of product/service

• Responsiveness

• Empathy

• Communication

• Problem-solving

Customer support is essential for resolving customer issues and ensuring customer satisfaction.

• Customer support helps customers with their queries and concerns

• It provides a platform for customers to voice their opinions and feedback

• It helps in building customer loyalty and trust

• It can lead to increased sales and revenue

• Examples include technical support, product assistance, and billing inquiries