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1.Please describe your customer service experience and skills. (Who were your customers, what types of information and/or services did you provide, was the contact in person or over the phone?)
Over the years, I have seen it all; rude, mean, arrogant, nice, and angry customers etc… (nice being my favorite) Overall, I am always polite and professional when dealing with any customer. My skills include: Multi tasking, organization, and patience. I always sound calm even if I’m stressed out, angry or being yelled at by a customer.
Employer: International Union of Operating Engineers Local 612
oCustomers: Contractors and people looking for work.
oInformation/services provided: How the hiring process works, and how contractors could get the right people for the job.
oContact: In person and over the phone.
Employer: WA State Department of Licensing
oCustomers: People who needed their driver’s license or ID card.
oInformation/Services provided: I provided information on how people could get their license, ID card, and take a drive test. Also, the kind of documents they needed. (Passport, birth certificate, Social Security card etc.)
oContact: In person and over the phone.
2.Please briefly describe one or two situations where you had to work with a difficult customer and how you dealt with this customer. Is there anything you wish you had done differently?
Situation 1
Employer: International Union of Operating Engineers Local 612
A contractor called the office asking if his weekly hours were put in the computer…I said, “No, because we never received the fax”. He said, “why not!” He said, “I faxed the hours over to you 3 days ago. I said, let me check the fax machine again.” I nicely put him on hold and checked the fax machine. I came back on the line and said, “I didn’t see it.” He said, “fine I will re-fax the hours.” And I said, “OK, I will call you when I receive the fax.” I received the fax, called him, and put the hours in. There was nothing I wished to do differently.
Situation 2
Employer: Washington State Department of Licensing
One day, a young man came in and asked if he could get his driving record, and I said, “OK.” After seeing his driving record he asked, “Is my license suspended?” I replied, “Yes.” He asked why? I said, you have some unpaid fines and a DUI that is pending for court.” He said, “That’s not my record, and accused me of looking at the wrong record.” I said, “Sir this is your record because the birthday and your picture match up.” (I went of the WA state ID card he had in his wallet) At this point he was getting a little hostile with the whole situation, as I was remaining calm. He finally said, can I speak to your supervisor?” I said, “Yes” The supervisor checked everything out and it ended up being the right record. The customer said, this can’t be as he knocked the computer screen of the desk, and ran out of the office screaming. I think differently I should have referred him to the court system for further verification.
No matter what I always do the following:
1)Always stay calm and smile.
2)Always be pleasant and speak in a pleasant voice.
3)I never let the customer feel I’m disagreeing with him/her.
4.)Get a supervisor if needed.
3.Please describe your experience or any interactions you have had with the disabled, elderly or persons with limited English proficiency. Where was the experience gained and what did you learn from the experience?
Experience/Interactions:
I have worked with the disabled, elderly, and people with limited English. I treat all my customers the same.
Where experience was gained:
1.International Union of Operating Engineers Local 612
2.WA State Department of Licensing
3.Managing Customer Service, Highline Community College
Learned:
Over the years I have learned these people may need a little extra time and explanation of services/products that they are receiving. You have to be very patient and work at their pace. If someone has limited English I will do the little sign language that I know. If they feel rushed they get upset. I treat all my customers the same respect.
4.Please describe your experience working with diverse work groups and your specific experience in developing and maintaining positive working relationships with co-workers and supervisors.
Diversity is a wonderful thing. It takes a lot of people to make this world. I am currently going to a college that is full of diversity, and I really enjoy this. I don’t judge people any differently.
I believe harmony in the work place is the most important thing, and being myself. I usually talk to my co-workers about what they want to talk about and go with the flow, ask questions and give them praise if they helped me. These are the common steps I take: do my j
Answer:
Answer by ツCharli ♥’s Jason Deruloツ
It seems good to me, but I only read the first bit xxx sorry
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