I got interviewed by a college student. Im posting it so he can copy paste it.(And its kinda kool)
Q)Describe any experiences with difficult callers and the techniques you use to handle them.
A) Once there was a sales rep
The sales rep called the helpdesk and needed lotus notes fixed. seemed lotus note kept fatal exceptioning and closing on her in the middle of the day. The helpdesk tech uninstalled and reinstalled notes, redoing the setup and instructing the end user to call if the problem persisted, He left his extension and went back about his other business. He didn't hear back from the sales rep and three days later he closed the call.
Big mistake.
The sales rep (I suppose being more likely to complain to management than want to fix things) escalated the problem to management.
And then the technician learned that sometimes you need to be proactive, and call the people twice a day, because people would rather complain than help themselves. And after that the sales rep and the helpdesk technician lived happily ever after.
Q)What kinds of phone calls do the support specialist find difficalt to handle.
A) People who are vague or lack the verbage to describe their problems. People who use statements like, "Program X doesn't work!", "This thing is crashing", The kind of people I ask what exactly the error said, but they cant tell me. They clicked ok, debug, or close (and they dont know which). Then they get mad at me for making them repeat the process that caused the error.
Q)What is the most common kind of difficult call in your experience.
A)"I need something ten minues ago" Forget how much time it actually takes to do.
Wow thats a short interveiw...
Q)Describe any experiences with difficult callers and the techniques you use to handle them.
A) Once there was a sales rep
The sales rep called the helpdesk and needed lotus notes fixed. seemed lotus note kept fatal exceptioning and closing on her in the middle of the day. The helpdesk tech uninstalled and reinstalled notes, redoing the setup and instructing the end user to call if the problem persisted, He left his extension and went back about his other business. He didn't hear back from the sales rep and three days later he closed the call.
Big mistake.
The sales rep (I suppose being more likely to complain to management than want to fix things) escalated the problem to management.
And then the technician learned that sometimes you need to be proactive, and call the people twice a day, because people would rather complain than help themselves. And after that the sales rep and the helpdesk technician lived happily ever after.
Q)What kinds of phone calls do the support specialist find difficalt to handle.
A) People who are vague or lack the verbage to describe their problems. People who use statements like, "Program X doesn't work!", "This thing is crashing", The kind of people I ask what exactly the error said, but they cant tell me. They clicked ok, debug, or close (and they dont know which). Then they get mad at me for making them repeat the process that caused the error.
Q)What is the most common kind of difficult call in your experience.
A)"I need something ten minues ago" Forget how much time it actually takes to do.
Wow thats a short interveiw...
