Skip to main content

NETWORK BASICS

Network A system of interconnected computers and computerized peripherals such as printers is called computer network. This interconnection among computers facilitates information sharing among them. Computers may connect to each other by either wired or wireless media. A computer network consists of a collection of computers, printers and other equipment that is connected together so that they can communicate with each other.  


Network application
A Network application is any application running on one host and provides a communication to another application running on a different host, the application may use an existing application layer protocols such as: HTTP(e.g. the Browser and web server), SMTP(e.g. the email-client). And may be the application does not use any existing protocols and depends on the socket programming to communicate to another application. So the web application is a type of the network applications. 
There are lots of advantages from build up a network, but the th…

Interview Workshop

Interview Workshop  
 Introduction:
    Mock Interview Workshop | Texas Architecture | UTSOA
  • Tell the students that today they will review vocabulary, grammar, and speaking technique needed for an interview. (Given in the Resource Sheet below) 
  • Review with student the first ten “Preparing for an English Interview” questions listed in the Resource Sheet below any vocabulary from those questions that students have trouble understanding.  (Given in the Resource Sheet below) 

Expected Customer Service and Call Center Job Interview Questions 

  •  Go through the material and ask the students what type of questions they might expect at a job interview. 
  • Ask all the students to write at least one question on the board what might be asked in a job interview. 

 Mock Interview 

 - Choose one student to interview you in front on the class. Explain to the student that they will be a manager of an important IT company in this interview, and you will be the candidate.   Ask the student to sit across from you and ask the questions in the “Preparing for an English Interview” sheet.  

- Ask the other students to grade you on your interview as you present it and to take notes. When you are finished, ask the students if they would hire you.  

- Next, go over each question and what the interviewer is looking for. Start by reviewing posture and handshake, and continue to substantive answers for each question. Point out some different responses that the students could give to each question. Make sure the students know they should not copy what you have said word for word, but put into their own words and answer for each question.  

Part 4: Common Mistakes 

- Tell the students that you will now review common mistakes made on questions for interviews. They are listed in the “common mistakes” section of the student Workbook Activity. Make sure students understand not to do any of the common mistakes on their interview, and review why they should not do them. 
   
Chapter: 4 Interview Workshop 

Mock Interview 1 

- With the time remaining, have the students interview each other. 

- Tell students to act as interviewers and interviewees, and then rotate. Have the first half of students exit the room and practice entering and shaking hands with their interviewer. Make sure the “interviewers” take notes on how their “interviewees” did. 

   Interview Workshop 

Mock Interview Continued 

  •  Tell the class that today they will continue working on mock interviews. Explain that the next activity will depend on the students taking careful notes of the interviewees, so when acting as the interviewer they should take careful notes on what sounds appropriate for an interview and what does not.   
  • Have the students spend ten minutes with one partner for an interview, and then switch. Have the students continue to rotate interviewers and interviewees until each student has had the opportunity to interview with the trainer.    
Interview Review 

  •  Ask the students what the best interview answer they heard was. Have each student tell who gave them the best interview answer, who they would hire, and why. You should have at least five students that are chosen as “best interviewees/hired” in the class.  
  • Ask the students what they think they struggled with. Ask which question was the most difficult for them.  Write down the questions that are causing the students the most trouble.  
  • Ask which questions they thought their “interviewees” had the most trouble with. Write down these questions.  
  • Review good answers to these questions, and common errors that you observed when interviewing the students. You’re hired!  
  •  If time permits, show students the good English interview/bad English interview video. Have them review the video (collect the video from Head Office) and say whether or not they would hire the candidate. 
  • Ask students to refer “Workbook Activity 11.2”.   

   Different types of Job Roles in a BPO/Call centers 

Skill Identification:  Some will be directed towards discovering how capable you are and whether you possess the essential skills such as communication and customer handling, while others aim to find out how committed you are and how long you will stay in the role.  

This article gives an insight into the industry and highlights some potential questions asked at customer services or call center interviews and are relevant to posts such as Customer Services Agents or Representatives, Supervisors, and Managers. All about Customer Services and Call Center Jobs Almost all modern organizations have some form of Customer Service function. This can range from the receptionist who meets and greets visitors, right up to a dedicated call center with 1,000′s of employees. 

The activity of Customer Servicing refers to the behaviors and actions an organization undertakes during its interaction with its customers and can be present at all times, before, during and after a transaction. The task of the Customer Service function is to make this interaction as easy and smooth as possible, generating goodwill and in turn encouraging loyalty and repeat purchases. A career in this sector can certainly be rewarding. While some may find the task of dealing with people stressful, for others there is a sense of achievement in ‘helping’ and making sure that customers get what they want. Many jobs are specifically ‘customer facing’ which refers to the situation where the customer is being interacted with directly, for example in the branch of a bank or over the telephone or internet. In others, such as ‘back office’ roles, the employee never has to deal directly with the customer. For example, when processing a credit card application, the front end sale may have been completed in a live environment with a sales agent, after which the application is sent to a processing center where the details are input into a computer and credit reference checks performed. Even though this individual never sees the customer, they are still part of the customer service chain.  

Expected Customer Service and Call Center Job Interview Questions 

The most familiar different types of interview questions we come across are given below. 

The Job Interview: Interview Questions to expect a candidate at a job interview for a Customer Service or Call Center role can be asked a whole array of standard interview questions such as:  
1) ‘Tell me about yourself’, 
2) ‘What will you bring to the role?’ 
3) ‘Where do you see yourself in 5 years’ time?’  
4) No change from any other interview, however, they will also be asked some very specific question relating to their ability to manage customer relationships. For example, how would you answer these questions?  
5)  ‘Can you give an example of a time when you experienced good customer service and explain why it was good’  
6) ‘Tell me about a time when you gave effective customer service.’  
7)  ‘Imagine that a customer calls to complain about not receiving documentation connected with their new account. How would you respond to this customer and what would you do to resolve the situation?’  
8)  ‘Have you ever dealt with a company that provided first-class customer service? What aspects made it so good and how would you apply the same principles in this role?’ 
9)  ‘Working in this face-to-face customer service environment, how would you demonstrate that you are listening to a customer?’ 
10)  ‘Talk me through an example of how you have used data to improve your team’s productivity.’ 11)  ‘How would you deal with an angry customer who was verbally abusing one of your staff?’ 8: ‘How would you build and maintain and excellent customer services team?’
12)  ‘Tell me about a time when you or your team failed to achieve its targets.’ 
13)  ‘What do you find most challenging about a career in Customer Services?’ 
14)  ‘Tell me about a time when you have gone above the call of duty to assist a client.’  
15) ‘Have you ever had to go outside standard policy in order to help a customer? Tell me about it.’  

Resource Sheet 

Introduction

When going to an interview, it is important to be well dressed and prepared. Research your target company, and come with questions prepared. Using, and understanding, certain vocabulary words can definitely help you in establishing yourself as a well-informed applicant. 

Vocabulary

Words that can be beneficial when speaking about your experience or qualifications. With your trainer, go over all the words together and define them. 
Words to speak about    Phrases to speak about experience:            Translation:
experience:                    

Responsibilities                I work well under pressure.                     I can handle a lot of work.
Competent                        I focus on the task at hand.                       I concentrate on my work.
Satisfaction                      (Company name) is/are                            This company is the best.
 Utilize                             becoming one of the market
Contribute                        leaders.
Entry level position          I am a troubleshooter.                               I solve problems
 Effective                         Collaboration with my                              I like to work with others.
   Excel                             coworkers is important to me.                   I am enthusiastic about what
Practiced                          convincing (job title) because I                 this company does.
Full-time/part-time
 Opportunity                                   


Read the following passages about what to do at an interview. Write your own suggestions for having a successful interview

1.  Talking about personal things instead of your job skills.     

Remember that the interviewer is most interested in the type of job you will do. You should focus on what you will bring to the company, and not other things like your hobbies, friends, or family. Stay on topic and give specific examples of your previous work performance or training. Example: At my previous job, I was responsible for effective management of customer service and calls. (Specific example of customer service).   2.  Talking about salary first.  

When asked why you want to work for the company, a correct answer is never “for the salary” or “because I want to support my family.” You must give an answer that gives another explanation for why you would want to work for the company, even if your real reason is salary. Only mention salary if your employer does first.  

Example: I want to work for this company because I believe that is truly one of the top performing companies in today’s market. 

3.  Not being confident and focusing on weaknesses.

Even if your interviewer asks your biggest weakness, make sure you tell them how you are overcoming that weakness. For example, if you say, “I get nervous,” tell them you are practicing 

speaking and English in order to do better. DO NOT tell an employee you show up late, are “emotional,” or cannot get along with people. All of these weaknesses are too great to overcome.  

Example: My biggest weakness is that I get overzealous about the work. I am aware that I am often too eager to contribute as much as I can to the workplace, and I can get very enthusiastic about my work.  

Comments

Popular posts from this blog

What if Analysis

What-If Analysis What-If Analysis in Excel allows you to try out different values (scenarios) for formulas. The following example helps you master what-if analysis quickly and easily.  Use scenarios to consider many different variables  A scenario is a set of values that Excel saves and can substitute automatically in cells on a worksheet. You can create and save different groups of values on a worksheet and then switch to any of these new scenarios to view different results. 
Create Different Scenarios 
Note: You can simply type in a different revenue and Cost into cell B2 and B3 respectively to see the corresponding result of a scenario in cell B4. However, what-if analysis enables you to easily compare the results of different scenarios.  
I. On the Data tab, click What-If Analysis and select Scenario Manager from the list. The Scenario Manager Dialog box appears  II. Add a scenario by clicking on Add.  III. Type a name (e.g. “First Case”), select cell B2 and B3 (represents “Revenue” and “…

PROFESSIONAL ENGLISH

Asking For and Giving Opinions on Likes and Dislikes

Words Meaning Sample Sentence Opinion A statement or judgment formed about some matter. Bhoomika gave her final opinion on the company’s matter. Dialogue A conversation between two or more people. Her dialogue stated her opinion about the company’s matter. Expression The action of making known one’s thought or feelings. Her expression was sad at the meeting. Frank An open, honest, and direct speech or writing Bhoomika is very frank with her friends. Recover Return to normal state of health, mind or strength. The company’s economic crisis will be recovered soon. Turmoil A state of great disturbance. The company is facing financial turmoil. Economics The branch of knowledge concerned with the production, consumption, and transfer of wealth. Bhoomika studied Economics at the State University. Betrayed Expose to danger by treacherously giving information to an enemy.

DAILY LIFE VOCABULARY

Apology Etiquette and Office Vocabulary 

Chapter Vocabulary

Word Meaning Sample Sentence Stressed A state of any mental or emotional tension. Ram seems much stressed after his poor exam. Launch An act of instance of starting something. The government launched a new scheme for the poor people. Error A mistake Ravi found a grammatical error in his new grammar book. Scold Blaming someone for any wrong doing Bhuvan scolded his employees for their poor performance. Accuse Claiming that someone has done something wrong. Bharati accuses her friend Chaya for stealing her necklace. Fair Good and honest Ravi got promoted for doing a fair job. Ashamed Embarrassed or guilty because of one’s action. <