Graduate Management Trainee Interview Questions

S – Whilst working in BT Flex with their customer options team, mostly customer retention and inbound sales campaign, I received a call from a customer who was very irate about his bill; it was £100 more than usually. T –my task as a customer service advisor was to defuse complaisant customers and ensure we retain them as customers by explaining situations and negotiating the terms in which they stay. A- I began by listening to the customer and letting him explain the situation to me. Once he had calmed down I built trust and assured him I was here to help and we would be able to come to a resolution. I analysed his bill to looking for any anomalies to explain the vast increase in his monthly charges. The source of which was firstly his broadband contract had lapsed from the previous 12 monthly deal he was on, and had defaulted to the higher rolling contract price. Secondly the customer had made a number of calls to mobile from his landline at a hefty premium. I informed him that if he reconstructed his broadband for a new deal it would backdate to the start of the month, thus refunding any additional out of contract charges next month. Additionally I asked if he owned or used a mobile, he had one Pay as you go but never charged or used it. I informed him the best way to make mobile calls is from a mobile, As a BT customer he can receive one for £5 per month including 200 mobile minutes, and it’s capped so there are no hidden charges. This would save him a lot of money if he had to make the calls. The customer was hesitant he didn’t know how to set it up, and asked about the current bill. I informed him that we couldn’t do anything about the current bill, but we could give the first 3 months of the BT SIM for free and that also I would be able to call him in a few days to guide him in setting up the SIM package. R- The customer was very satisfied as long as I called him back in a few days, we booked an appointment. As a result of just listening, being polite, showing empathy, and explaining carefully the details of the situation to the customer and using the tools provided to me to problem solve the customer left a great post call review, which reached my manager. He brought me into a meeting room and personally thanked me and told me the call had been escalated further up the higherarchy and marked a “gold call” will be archived and used training example calls across BT nationally.