Here's how you can demonstrate patience and resilience in a customer support interview.

Reflection is about reviewing, analysing and evaluating experiences. It involves thinking about your experience, and taking learning points away from it. When reflecting on work experience, try to consider the role that you were observing.

During a very busy period at work, I had an irate customer present to me a problem with his IT. I was already dealing on the phone with another customer, whilst booking in a courier. The irate customer was getting louder, to the point I could not hear the telephone caller. After asking the caller if I could put them on hold, I sternly asked the loud customer to please be patient. I did not raise my voice, but made it clear that I would get to him when I could. I quickly dealt with the courier and went back to the caller. That was then resolved and I gave my full attention to the irate customer, spending time to understand the issue and what he required from me in the way of help.

Here are some ways you can demonstrate patience and resilience in a customer support interview: Behavioral Interview Techniques: STAR Method: When responding to interview questions, use the STAR method (Situation, Task, Action, Result). Describe a situation where you dealt with a difficult or frustrated customer. Explain the specific actions you took to demonstrate patience, and highlight the positive outcome you achieved. Specific Examples: De-escalation Strategies: Describe a situation where you used de-escalation techniques to calm down an irate customer. Talk about how you actively listened, acknowledged their frustration, and offered solutions in a calm and professional manner.

EXPERIENCE: what is the framework to present your experience that appeals to Support Hiring Managers? One that I find useful is STAR framework. 1. S/T: describe a Situation/Task you were into. e.g. received a Sev1 SR on a Friday afternon. Customer application did not restart after a sudden power outage. 2. A: what were the actions you took? e.g. ran simple testcases (e.g. do not use SSO, but use local login) with debug enabled. Collected traces and logs for all the components of the flow (load balancer, webserver, application server, database). Many errors. Clearning them layer-by-layer. I stayed beyond my shift for six hours as I gained insights. 3. R: what were the results? e.g. after 12-hrs online sessions, issue resolved.

Actively listening: Show that you're giving the customer your full attention, even if they're angry. Focus, when you feel impatient, remind yourself of what you're working to accomplish to help you stay motivated! Set realistic expectations for yourself and your clients ( very important). Communication, Empathy, and Ability to handle difficult situations. Take resposnbility to resolve any/ all issues to your clients/cutomers.

Being open to change and willing to adjust one's approach or mindset when necessary. Adaptable individuals can easily pivot and embrace new ways of thinking or doing things. Example: A team is restructured, and employees are asked to take on new responsibilities outside their usual roles.

ADAPTABILITY refers to CONCIOUS ACTIONS to overcome obstacles. e.g. I started as a functional support analyst in ERP SCM area. When issues become very technical, we used to pass them to a different technical team. I wanted to reduce this passes, hence started building my technical skills. I studied the passed tickets to understand the skills of the other team, read a few documents, attended a few trainings, setup a test environment for practice, sought a few mentors, and started retaining the technical issues with me, and intially requested mentor to review my work and comment. Over a period of time, I gained deeper tech skills that I could design short courses for functional analysts, and built a checklist to reduce the passes by 30%.

Cases are different and you need to adapt, without losing focus on how to solve the issue; it′s important adaptability to face any adversity

Resolving Complex Issues: Share an example of a complex customer issue you resolved. Highlight how you persisted in troubleshooting the issue, even when faced with challenges or setbacks. Focus on Positive Outcomes: Customer Satisfaction: When sharing examples, emphasize how your patience and resilience resulted in positive outcomes. Did the customer's frustration subside? Did you find a solution that exceeded their expectations? Transferable Skills: Active Listening: Demonstrate your active listening skills by explaining how you listen attentively to customer concerns, even when they are upset. Empathy: Share an example where you showed empathy towards a customer's situation. Explain how understanding their perspective helped you

En esto, la resiliencia es fundamental, aunque por lo general somos reacios a cambios, pero cuando uno entiende el negocio, y este es cambiante constantemente, por estar alerta a los cambios de hábitos ,de compras etc..uno se debe agilizar en resolver los temas ,para hacer el negocio más eficaz , es importante siempre tener soluciones, eficaces y eficientes ,que no imcurra en mayores gastos en la ejecución de dicha tarea. Aquí se debe ser lógico y mente abierta ,no desechar las ideas de colaboradores. Todo repercute en el negocio.

Problem-Solving: Patience and resilience are crucial for problem-solving. Describe a situation where you persisted in finding a solution despite initial obstacles. Beyond Specific Examples: Highlight Your Approach: Discuss your general approach to handling difficult customer interactions. Mention your techniques for staying calm under pressure and focusing on finding solutions. Adaptability: Briefly mention your ability to adapt your communication style to different customer personalities. Be Prepared for Curveballs: Role-Playing: The interviewer might use role-playing scenarios to assess your patience and resilience. Stay calm, actively listen to the scenario, and showcase your customer support skills.

The The four domains of Emotional Intelligence — self awareness, self management, social awareness, and relationship management. Self: when customer puts you in a tight spot, do you reflexively react, or concious about your emotions and the urge to react? Can you control them and provide a thought-through rational response (as oppossed to emtotional reaction)? Others: can you realize the emotoins that customer is going through? Can you identify which of your responses can calm their nerves, build trust, and bring them back to rationality?

First and foremost, put yourself in your customer's shoes and remember that they just want to resolve their issue. Bring them into the process and make it clear that you are committed to helping them solve their problem. Work together as a team, stay calm, and outline the next steps clearly.

A inteligência emocional é crucial nos dias de hoje por várias raz?es: 1. Relacionamentos interpessoais: A capacidade de reconhecer e gerenciar as próprias emo??es, bem como compreender e influenciar as emo??es dos outros, é fundamental para construir e manter relacionamentos saudáveis e produtivos, tanto no ambito pessoal quanto profissional. 2. Ambiente de trabalho: No mundo profissional, habilidades emocionais s?o essenciais para a lideran?a, trabalho em equipe, resolu??o de conflitos e comunica??o eficaz. Profissionais com alta inteligência emocional tendem a ser mais resilientes, adaptáveis e eficazes em suas fun??es. Esses s?o alguns fatores que tornam a inteligência emocional uma competência valiosa e altamente valorizada.

Está es de libro , Daniel Coleman, leerlo otra nunca deberás decir , no se puede, no es posible, la palabra no, frena la solución , cuando uno atiende clientes ,estos tienen una necesidad de ser satisfechas , por tanto, ellos se desenvolveran de acuerdo a como los asientes, mirarlo a los ojos, moviendo la cabeza asintiendo, positivamente y darle el tiempo para que explique su problema, el deber del vendedor es dar alternativas de solución para que el cliente no se sienta frustrado. La inteligencia emocional es práctica en la resolución de problemas. Empatía, y honestidad en las respuestas ,eso es muy bien recibido, por la otra parte.

It also means being honest, confident, and respectful of yourself and others. Being respectful and assertive will help you communicate effectively and constructively, and avoid conflicts or resentment.

COMMUNICATE WHAT? 1. Demonstrate that you understood the problem well. Document it and ask customer to confirm. This helps fix the service scope. 2. Document every file collected from customer, meeting notes, and show how you logically derive the next actions from them. 3. Always explain the WHY aspects of diagnostic steps. 4. Acknowledge customer updates, and provide an estimate of when you will provide the next response. Ideally this should be automated. Build your buffers. 5. Explain the logical steps that lead from the diagnostics to the rootcause and solution. 6. Wait until customer tests the solution, and then close your ticket. Ideally wait until implemented in production systems. Ask: is there anything else?

Ter uma comunica??o clara envolve várias práticas e habilidades. Aqui est?o algumas estratégias essenciais: 1. Seja conciso e direto: Evite rodeios e vá direto ao ponto. Use frases curtas e claras para transmitir sua mensagem. 2. Conhe?a seu público: Adapte sua linguagem e o nível de detalhe de acordo com quem está ouvindo. Diferentes audiências podem necessitar de abordagens diferentes. 3. Organize suas ideias: Estruture sua comunica??o de forma lógica, come?ando com uma introdu??o, seguida do desenvolvimento das ideias principais e uma conclus?o. Implementando essas estratégias, você pode melhorar significativamente a clareza da sua comunica??o em diversas situa??es.

La comunicación clara, es solo la comunicación honesta sencilla y eficaz. Dando énfasis en la comunicación de pros y en contra de un producto y otro tema.

Making sure our words match exacly with our body language, speaking clearly, concise with empathy and respect, communicating effectively understanding the costumers providing the best service and solution to them problems and complaints.

Concrete examples are specific, real-life examples used to illustrate an idea. They can be useful in helping participants grasp abstract concepts because they present the conceptual elements in a recognizable context. Concrete examples can be verbal descriptions, stories, actual objects (realia), and models.

Use STAR framework which is based on concrete examples. It does not allow you to fake the experience/skills. It shows a linear link between the situation/task, your actions, and the results.

It's important to demonstrate patience and resilience not just through words but also through your demeanor during the interview. Maintain eye contact, speak calmly, and take a moment to think before you answer questions.

Beware to recognize a stress interview. The interviewers may suddenly comment on aspects that make you uncomfortable without directly implicating you (e.g. drugs in your shool, lack of academic focus and values in current generation of students, rowdy youth in your neighbourhood etc.). I had this in my first job interview, and I blanked out, thereby lost it. Be prepared for it. At the same time, Interviewers do give you a chance to take control and shine - typically through the question "tell me something about yourself". Prepare an answer that leads them to ask questions in your strength areas. That's how you can win in interviews. I used that for my second interview with a significant success. Prepare to turn from stress to strength.

It's important to remember that criticism and offensive remarks from customers should not be taken personally. Often, these comments are a reflection of the customer's frustration or dissatisfaction with the product or service, rather than an attack on you as an individual. Maintaining professionalism and composure can help de-escalate tense situations and provide a more positive experience for the customer. By separating your personal feelings from the interaction, you can better focus on resolving the issue at hand and improving the customer's experience.

Have a normal conversation to see how they compose themselves and from there judge if it's how you want your company represented. - for interviewing Display confidence and control of the subject matter for the service you are representing. If it's novel, draw an analogy. - for interviewer.

Once you believe the issue has been resolved, reach out to the customer to verify that all aspects have indeed been addressed. Additionally, ask if there is anything else you can assist them with.