Customer experience Executive Interview Questions and Answers

I would personalize the communication, offer incentives, and highlight the benefits of regular servicing.

• Personalize the communication by addressing the customer by name and expressing gratitude for their past business.

• Offer incentives such as discounts on future services or complimentary services to encourage the customer to return.

• Highlight the benefits of regular servicing, such as improved performance, safety, and longevity of the vehicle.

• Listen to the customer's concerns...read more

I remain calm, empathize with the customer, and offer a solution to address their concerns.

• Stay calm and composed

• Listen actively and empathize with the customer's frustration

• Apologize for any inconvenience caused

• Offer a solution or alternative options to resolve the issue

• Ensure clear communication and provide step-by-step guidance if needed

• Follow up with the customer to ensure their satisfaction

NISM 8 - Equity Derivatives certificate is not a compulsion for Customer experience Executive role.

• NISM 8 - Equity Derivatives certificate is not a mandatory requirement for a Customer experience Executive position.

• While having the certification may be beneficial, it is not a compulsory qualification for this role.

• Experience in customer service, communication skills, and problem-solving abilities are more important for this position.

• Employers may value relevant experience and...read more

Address calmly, listen actively, empathize, set boundaries, offer solutions.

• Remain calm and composed

• Listen actively to understand their concerns

• Empathize with their situation

• Set boundaries by politely stating that rude behavior is not acceptable

• Offer solutions to address their issues

Ecommerce has revolutionized the way we shop, making it convenient and accessible for consumers worldwide.

• Ecommerce allows customers to shop online from the comfort of their own homes.

• Customers can compare prices and products easily, leading to informed purchasing decisions.

• Ecommerce platforms often offer personalized recommendations based on customer preferences.

• The rise of mobile ecommerce has made shopping even more convenient, with apps and mobile-friendly websites.

• Ecomme...read more

TAT in resolution refers to the time taken to resolve a customer's issue or complaint.

• TAT stands for Turnaround Time

• It is important to have a reasonable TAT to ensure customer satisfaction

• TAT can vary depending on the complexity of the issue and the resources available

• Aim for a TAT that is both efficient and effective

• Examples of TAT in resolution include responding to emails within 24 hours or resolving a technical issue within 48 hours

The minimum repeat reopen SLA control target should be set based on customer needs and operational capabilities.

• Define the minimum acceptable time frame for resolving customer issues

• Establish clear guidelines for when a case can be reopened

• Monitor and track repeat reopen cases to identify trends and areas for improvement

• Implement measures to reduce repeat reopens, such as additional training for staff or process improvements

Banking involves financial institutions providing services such as deposits, loans, and investments to customers.

• Banks accept deposits from customers and provide various types of accounts such as savings, checking, and money market accounts.

• Banks offer loans to individuals and businesses for various purposes such as buying a home, starting a business, or financing education.

• Banks provide investment services such as mutual funds, stocks, and bonds to help customers grow their ...read more