Scribd
Upload
6 views1 page

TTEC Interview Script

Verónica Vierna, originally from Venezuela, has a background in customer service, hospitality, and marketing, with strong communication skills. She is interested in working for TTEC due to its commitment to excellent customer experiences and professional growth. Verónica emphasizes her strengths in active listening, empathy, and problem-solving, illustrated by her experience handling difficult customers and resolving complaints effectively.

Uploaded by

vvielma.1702
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
6 views1 page

TTEC Interview Script

Verónica Vierna, originally from Venezuela, has a background in customer service, hospitality, and marketing, with strong communication skills. She is interested in working for TTEC due to its commitment to excellent customer experiences and professional growth. Verónica emphasizes her strengths in active listening, empathy, and problem-solving, illustrated by her experience handling difficult customers and resolving complaints effectively.

Uploaded by

vvielma.1702
Copyright
© All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd

TTEC Interview Script – Customer Service

Representative

1. Tell me about yourself.


Hello, my name is Verónica Vierna. I’m originally from Venezuela, but I moved to Canada
due to the political situation in my country. I studied English in Vancouver, BC, and
completed a post-degree in Hospitality Management at Douglas College. I have four years
of experience in customer service, working in retail, restaurants, outdoor activity sales, and
taxi services. I also have marketing experience, creating social media content and
organizing events. With my background in hospitality, sales, and marketing, I have
developed strong communication skills, empathy, and problem-solving abilities, which I
believe will help me succeed in this role at TTEC.

2. Why do you want to work for TTEC?


I admire TTEC’s focus on delivering excellent customer experiences and providing
professional growth opportunities for employees. I enjoy helping customers and solving
problems, and I know TTEC values empathy, active listening, and clear communication.
This aligns perfectly with my own work style and career goals.

3. Tell me about a time you dealt with a difficult customer.


When I was working in Vancouver, I had a customer who asked me to show her almost
every product in the store and spent over 40 minutes asking questions in a rude and
condescending manner. I stayed calm, polite, and professional throughout the
conversation. She left without buying anything, but a few days later, she returned,
apologized for her behavior, and made a purchase. This taught me the importance of
staying kind, patient, and solution-focused in every customer interaction.

4. Scenario – Late delivery complaint


Customer: 'I ordered a headset two weeks ago and it still hasn’t arrived. I’m frustrated
because I need it for work. What can you do?' Your answer: I’m really sorry for the delay,
and I understand how important this is for you. Could you please provide your order
number and the date of purchase so I can check the status right away? If the package can’t
be delivered today, I’ll arrange for a replacement to be sent via express delivery so it arrives
within two business days. Thank you for your patience while I resolve this.

5. What are your strengths in customer service?


My main strengths are active listening, empathy, and clear communication. I make sure
customers feel heard and understood, and I focus on finding solutions quickly. I also stay
calm under pressure, which helps me manage difficult situations while keeping a positive
tone and maintaining the company’s professional image.

You might also like