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You receive a reply from a customer after they've had a terrible interaction with someone else. The customer's questions have not been fully answered and their frustration is clear. What steps do you take to reconcile with the customer and how do you approach this situation with your colleague?
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Customer Support Associate - Remote

Interviewed at Squarespace

3.7★
Jun 12, 2019

You receive a reply from a customer after they've had a terrible interaction with someone else. The customer's questions have not been fully answered and their frustration is clear. What steps do you take to reconcile with the customer and how do you approach this situation with your colleague?

1. Is this environment right for you? (remote/ working from home) 2. What are some things you do to keep yourself focused and able to accomplish this goal? (answering 65 tickets per day) 3. Sometimes, it can be difficult to keep the negativity from getting to you. How do you stay positive? 4. Think of the last support email you sent to a company. Were you satisfied with the resolution, whatever it was? How could you make things better if you were on the other side? Are you ready to put your ideas into action? :) 5. Do you enjoy writing standalone articles? Things like user guides, knowledge base articles, blog posts, etc. 6. Do you enjoy giving presentations? Things like demos, webinars, etc. Sample customer questions - I've been using 1Password for years and it works great on my Mac and iPhone but I can't get it working on my new iPad Pro. It keeps asking me for my Secret Key. Can you send it to me? - Dear 1Password Team, I've been using a Mac since 1984. In over 30 years, yours is the most well designed application I've had the pleasure of using and your support is second to none. Thank you for a great product. You’re awesome!Tim. - Why isn’t 1Password free anymore? - Just a quick question for you. I want to use 1Password on -my Mac, iPad, and my Windows PC at work (everyone at work loves 1Password, btw!). What do I need to buy? - I just upgraded to 1Password 7 on Windows. The old version worked fine, but now I can’t use the extension in Firefox at all, nothing happens when I click on it. I tried reinstalling the extension, but no luck. The old version didn’t have this problem. Shouldn’t the new one work better than the old one? How do I get it working? - Howdy! I have 1Password 3 on my iPhone and I’d like to update without losing all of my logins. What do I do? - WTF every time I update, your stupid software disappears. You have my data held hostage and I can't get into any of my important web sites. YOU NEED TO FIX THIS RIGHT AWAY. - Wie füge ich weitere Team-Mitglieder zu einem Tresor?
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Customer Support Associate

Interviewed at 1Password

3.2★
Mar 15, 2022

1. Is this environment right for you? (remote/ working from home) 2. What are some things you do to keep yourself focused and able to accomplish this goal? (answering 65 tickets per day) 3. Sometimes, it can be difficult to keep the negativity from getting to you. How do you stay positive? 4. Think of the last support email you sent to a company. Were you satisfied with the resolution, whatever it was? How could you make things better if you were on the other side? Are you ready to put your ideas into action? :) 5. Do you enjoy writing standalone articles? Things like user guides, knowledge base articles, blog posts, etc. 6. Do you enjoy giving presentations? Things like demos, webinars, etc. Sample customer questions - I've been using 1Password for years and it works great on my Mac and iPhone but I can't get it working on my new iPad Pro. It keeps asking me for my Secret Key. Can you send it to me? - Dear 1Password Team, I've been using a Mac since 1984. In over 30 years, yours is the most well designed application I've had the pleasure of using and your support is second to none. Thank you for a great product. You’re awesome!Tim. - Why isn’t 1Password free anymore? - Just a quick question for you. I want to use 1Password on -my Mac, iPad, and my Windows PC at work (everyone at work loves 1Password, btw!). What do I need to buy? - I just upgraded to 1Password 7 on Windows. The old version worked fine, but now I can’t use the extension in Firefox at all, nothing happens when I click on it. I tried reinstalling the extension, but no luck. The old version didn’t have this problem. Shouldn’t the new one work better than the old one? How do I get it working? - Howdy! I have 1Password 3 on my iPhone and I’d like to update without losing all of my logins. What do I do? - WTF every time I update, your stupid software disappears. You have my data held hostage and I can't get into any of my important web sites. YOU NEED TO FIX THIS RIGHT AWAY. - Wie füge ich weitere Team-Mitglieder zu einem Tresor?

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