Support Agent Question:
Download Questions PDF

As you know in a traditional call center, you cannot hear a customer’s tone over live chat. What are some of the cues that you can look for over live chat to know how a customer is feeling?

Answer:

Well, you can watch out for an ellipsis (…); that to me seems like an indicator that the customer is waiting for you to say something (when standing alone), or that they’re hesitant in some respect (when at the end of a sentence). If a customer responds in all capital letters they are probably very upset. How they use exclamation marks and smiley faces can also be telling of satisfaction levels.

Download Support Agent Interview Questions And Answers PDF

Previous QuestionNext Question
Tell me what do you know about our product or service?Tell me about a time where you have had a good experience as a customer, talking to a customer service representative. What made that experience so good?