Zandile

All right, so in terms of achieving a goal, so what I would say on my side is achieving my KPIs because I've never been to sales, so I only know customer service on my side. So a place where I did my part to achieve the goal is by assisting my fellow colleagues, of which is maybe if there is a time where they don't understand or it's something that I understand or I know, I would share the information with my fellow team so that you can be able to achieve the goal for the entire team. Because if you're not going to be able to assist your fellow colleagues, how you as a team, you're going to be able to achieve your goals. So in order for all the team to achieve the goals, we need to share our ideas amongst each other so that all of us will be able to overcome those obstacles and also achieve the team goals as well.

All right, so in a case where the customer is upset with the product, so firstly, I would let the customer vent in terms of not being happy about the products and then do sympathize and empathize with the customer and let them know that I'm here for them. I'll be able to rectify the issue or whatever the case may be. And on my side, what I would do is to make the customer understand that I'm here for them and I'm just the regular person who's going to be assisting them, not a robot. Make sure that I'm going to be able to rectify the customer's issue. Firstly, understand what's the issue is about and then taking the actions from there.

Good day, my name is Zandile. So my scenario here is I was working for CCR that was a UK campaign. So from there, we're dealing with customers where the customer is having a faulty issues. For instance, if their internet is not working, their landline and also TV. So there was this one customer that was calling in showing one way and the customer was not happy at all in terms of she was paying for the services of which she was not receiving. All right, so the time the customer came through to me, so the customer was not happy at all. So in terms of that, the customer was calling and calling and calling. She's been transferred to one department to another. So when the call came through to me, I did check on the account, what was the issue? Offerages, the customer's issue was a matter of booking a technician because they've ran like multiple tests on the customer system and then there was no response at all. So what I did on my end is I consulted with our back office team. Offerages, we were not allowed to do so. Offerages now preventing for the call to be escalated. So I had to get in touch with them and book a technician immediately for the customer for the same day. Offerages, most cases on our side when we're booking a technician, the engineer rather, so it was taking like three to four days in order for the customer to get an engineer. So I had to get in touch with them.