Interview Question

Customer Service Advisor Interview

-Derby, England, England

Firstsource Solutions

How would you respond to a customer that rang Sky requesting to downgrade their service.


Interview Answers

4 Answers


Ask why they want to downgrade their service and see if there is a way to keep their service on s cheaper deal

Elizabeth Rennick on


Explain the benefits of the packages the Customer currently subscribed to giving examples of the great content. Explore the family requirements for entertainment and be enthusiastic in your conversation with the customer.

Anonymous on


I will apply KYC (know your customer ) which will enable me to suggest other channels or offers that will meet the needs of the customer around the same or nearly there cost range the customer is currently but before then I will go over what he gains with his current scheme giving more details and what others associated to him in terms of family and friends will also benefit.

Anonymous on


Please note, the question was when the customer wanted to downgrade their service i.e. remove some packages but not cancel their subscription.

Paul Cooper on

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