Jose

So actually, by chat, for example, or by email, it's a little bit easier to get a resolution or to think on a better way to communicate with the customer to make the things clear and resolve their situation, and with that, we will help them with the frustration that they may have because you have time. You have time to think about what will help, I mean, about what is happening right now in that moment, specifically, and you can read several times, or at least a couple of times, what you're doing so that you can explain better the resolution, even the acknowledge that you will be doing for the issue that they are explaining. So the best way that you can adapt your communication with that is with the capability of knowing exactly what you will be typing or putting on the email, right? I mean that you can read it again and comprehend that what you will be saying on that email or on that chat, it's the correct answer for whatever the customer will be asking or that will be complaining about.

About how to resolve a chat from a customer from a situation that you cannot or that you don't know how to resolve. Well, first at all, you need to acknowledge the problems. Also, you need to set the clear expectations about what will be the next step. Sometimes you might not know how to fix something, but you can ask someone on your team to help you with that, or you can even check on your documents to see if you can resolve that issue with something. But you need to set the expectations with the customer as clear as possible. So you cannot provide a false resolution because that will affect you and it will affect the company as well. So what you need to do is be as clear as possible with the customer, so that way they can understand that you might not know how to resolve the issue, but you will do as much as you can to fix it.

I'm not sure if it should be in Spanish or English, so let's go in English. While I worked in one of the call centers, it was for a telecom company, I received a call from a customer who was very upset because their internet service was, well, has been down for at least a week, and they had already called multiple times and previous agents hadn't been able to fix it. So my task was to resolve the issue on the call and make sure the customer felt heard and helped, even though they were already upset and frustrated. So I started with, well, the customer service, the first thing that you will learn is that you need the customer-led event. So I started by listening without interrupting. I acknowledged their frustration and apologized for the inconvenience. I didn't rush them or make excuses about it. Then I asked a few clear questions, proving questions to understand the issue better, and I realized that the problem was with their modem configuration. The problem in the past with the other customer representatives was because there was an outage reported. It was a hurricane in the area or something similar, a storm. So they assumed that the problem was related with that. Actually, at the end, we resolved the issue. We followed steps by steps on the configuration. And with that call, I also learned that the patient and a clear communication can turn a bad experience into a good one.

So I'm not quite sure if it should be in Spanish or English, so the question says, tell us about the time when you need to fix or resolve a problem on your job or the studies. Well, basically, in my last role, we had a major issue with the payroll system, pretty much because that was manually. So we, well, I had to handle that specific situation at the end. It was always a problem with the software that we were using. It was outdated. So to complete the deadline of the payroll, I fixed it by making some updates on the file that we used for that. But that was more like on an administration way. Now, the ones that I remember from the customer service time was a situation, while I was working in one of the call centers for a telecom company, I received a call from a customer who was very upset about their internet service. It was, they had been down for probably a week, and they had already called multiple times and previous agents hadn't been able to fix it. Well, obviously, my task was to resolve the issue on the call and make sure the customer felt hand and help even though they were already frustrated, right? Now, I started listening without interrupting. I acknowledged their frustration and apologized for the inconvenience. I didn't...

Hi, I'm Alex. I'm 40 years old. I've been working for over 15 years in different areas like administration, data analysis, and some others. Actually, in my last role, I even handled accounting, payroll, and insurance reporting. I think I'm a problem solver. I enjoy using data tools to make things run better. And well, outside of work, I enjoy reading, music, and playing cards. That's a little bit about me.

Hi, I'm Alex. I'm 40 years old. I've been working for over 15 years in different areas like administration and data analysis. I also, on my last position, I handled the accounting, payroll, insurance reporting, sales, and imports. So I think I'm a problem solver. I enjoy using data and tools to make things run better. So I believe that