Can you describe a recent investigation you’ve done?
Escalation Representative Interview Questions
493 escalation representative interview questions shared by candidates
Given this block of PHP code, what does it do.
How do you manage escalations?
Why do you want to work for Cisco?
Describe a time when you had to deal with an irate customer and how did you handle it?
Tell me about a time when you had to respond to disagreement or hostility.
How to handle irate customer
Please describe how you handled an interaction with a stressful situation on their hand and what you think it is more important to keep that client's trust.
Sample questions: Q: You're on a Crit case and another comes in what do you do? A: Ping a co-worker for assistance Q: They're all busy what do you do! A: Ping my manager for assistance Q: He's not there what do you do! Sample question: Q: You're working with a customer who prefers contact via email and not via phone, you provide them with a detailed list of steps to do. The customer does the steps and finds out something critical has happened and they cannot reverse it. You go over your steps and see that you made a critical error by forgetting a step. The customer is threatening to sue Microsoft because of this, what do you do? A: Ping my manager and own up to my mistake <=== right answer - Microsoft has a great legal team that deals with these kind of issues when necessary. What they want to hear is that you are an honest person with ethics and own up to your problems. Lying to a customer is absolutely not done.
Give examples from your last two positions where you successfully handled an escalated customer issues.
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