If I remember right, they gave me some type of scenario of a customer calling in saying his internet stopped working, then they asked what’s the very first thing I would say. I said how long has it not been working… They got upset. Apparently I was supposed to say something like “Well, I’m very sorry to hear that your internet stopped working, I’ll do my best to get this back up and running for you ok?” Stuff like that. More kissing the customers but and offering assurance of help.

Here are some random tips incase they ask you anything.

Re-state customer issue

Show empathy for customers problem

Offer assurance of help

Use customers name through-out call

Introduce yourself at beginning of call

Work at customers pace

Use pleasantries like please and thankyou and “we” and “let’s” statements like “let’s turn your phone off”. It shows the customer that you’re working together as a team isntead of you bossing the customer around ordering him or her to do things.

Use all your tools/resources available.

That’s all I can think of for now. Don’t worry though, call centers tend to take anyone in sight due to the high turnover of employees. If you’re human, they can train you!

Good luck and hope you get the job!