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WOW Interview
Questions

30 Questions and Answers by
| Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.

Question 1 of 30

How do you deal with customer rejection?

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WOW Interview Questions

  1. 1.

    How do you deal with customer rejection?

      Being rejected by a customer can be hurtful and frustrating. The interviewer wants to know that you have the maturity, professionalism, and confidence to be able to withstand someone saying 'no' to you. Explain that you realize not everyone will be super friendly, warm, and buy from you right away. And that is okay! Display your maturity level and ability to let situations like this go, rather than dwell.

      Rachelle's Answer

      "I know not to take it personally when a person doesn't want my product or service. There are many reasons why they could be saying no. Maybe the item is out of their price range, or maybe they are having a bad day and don't feel like interacting. Onto the next opportunity, I say!"

      Rachelle's Answer

      "When a customer rejects me, it's frustrating, especially when I am trying to hit a sales quota and am feeling the pressure. To offset this, I will always focus on the positive. Perhaps the customer will return, or maybe the next person to walk into the store will purchase double the amount of product from me. I like to believe that it will all work out in the end."

  2. 2.

    In your opinion, what are the most critical steps to troubleshooting a cable-related technical issue?

      Most of the time, it's a pretty straightforward task to troubleshoot a cable issue. If you have formal training from a past employer, you can discuss what you learned. Maybe you have troubleshot problems at home with your current cable provider. Or, perhaps you are very tech savvy and naturally know what to do.

      Discuss what you believe to be the most critical steps to troubleshooting a cable-related technical issue. This question will also show the interviewer if you are a proactive problem-solver. Do you try to tackle the problem, or do you shrug your shoulders?

      Rachelle's Answer

      "I have worked for a telecommunications company in the past and received a bit of training on troubleshooting cable-related issues. From what I recall, it's important first to decide the core of the issue. Maybe the power supply needs to be checked, or an optic cable was bumped loose at some point. Then, I would power cycle everything and check to see if other devices are having trouble. If it indeed appears to be a service provider issue, I would call into the appropriate customer service line."

      Rachelle's Answer

      "Although I am new to the cable service industry, I think that the first step to troubleshooting anything is first to find out if the problem is on your end at home or the end of the service provider. To figure that out, I would check all the cables for connectivity, and then power everything down. From there, I would better be able to guess what step to take next; whether that be to call the customer service line, or replace a cable myself."

  3. 3.

    How would you help a customer with no dial tone on their home phone?

      The interviewer is looking for evidence that you have some common sense when it comes to minor troubleshooting. If a customer called in from their cell phone claiming they do not have a dial tone on their home line, what steps would you take to help? Be sure to display your excellent customer service skills in your response.

      Rachelle's Answer

      "If a customer had no dial tone, the very first thing I would check is if there were any reported outages in their area. I would then ask them to double check that there are no phones off the hook in the home. Next, I would ask them to make sure all cables were properly connected. Lastly, if the customer had a cordless telephone, I would ask them to change the battery or hang the phone up to get a fresh charge. Generally speaking, these are the primary culprits to the no dial tone issue."

      Rachelle's Answer

      "Although I am not familiar with home phone troubleshooting, I believe the first logical step would be to make sure there were no current outages in the customers' area. After checking for outages, I would ask the customer to make sure their cordless phone had ample battery power, or that their wired phone was plugged in all the way. If these actions did not solve their issue, I would dispatch a technician as soon as possible."

  4. 4.

    Have you ever used WOW! as your cable provider? If so, what has been your experience?

      The interviewer would like to know your personal experience with Wide Open West (WOW!). If you have used them as your cable provider, discuss what you enjoyed. Be sure to keep your response positive but be prepared to provide constructive feedback. If you do not have cable service at all, mention why you would choose WOW!, if you were to start using cable services.

      Rachelle's Answer

      "As a student who works part-time, I am not home a lot and also have to be very selective on how I spend my money. At this time, I do not have cable service of any kind. With that said; once I am working full time, I am excited to enjoy your cable services and catch up on all of the HGTV shows everyone has been raving about!"

      Rachelle's Answer

      "I currently use WOW! for my cable services and have been a customer for the past five years. Around that time you had a two-year contract special offer, and it was great! I have seen the prices creep up slightly over time; however, that is fine with me as the offering has become higher quality and premium channels are now more widely available."

  5. 5.

    How would you rate your technical knowledge, when it comes to cable services?

      When working for WOW!, it's essential that you understand the ins and outs of cable service. The interviewer is not asking for you to have a full depth of knowledge; they will train you as they see fit. However, they are looking to see if you consider yourself technically savvy. Discuss what you know about the technical side of cable service, and rate your knowledge from 1-10 or from beginner to expert.

      Rachelle's Answer

      "I would rate myself as an 8 out of 10 when it comes to the technicalities of cable. I understand the basics, such as the fact that cable is delivered through fiber-optic cables and radio frequency. We can also transmit television through satellite. I know that there is a lot more to know about the technicalities around cable service; however, I am ready to learn."

      Rachelle's Answer

      "I have always picked up on tech topics quickly. Before coming here today, I conducted a great deal of research on cable and how it works. It's quite remarkable to see the advancements the cable industry has made, and I look forward to learning more. At this time, I would rate my technical knowledge around 6 out of 10. "

  6. 6.

    What do you feel are the most significant differences when it comes to selling a service versus a physical product?

      The hiring authority would like to see your depth of knowledge when it comes to the sales of services and products. If you do not have sales experience, do some research on what you believe to be the most significant difference when it comes to selling services vs. physical products.

      Rachelle's Answer

      "When selling a product, often the consumer gets to physically see and touch the product, making it easier to sell based on physical features. When it comes to selling a service, you have to sell based on emotion, or on what problem the service will solve for the customer. At WOW!, I would focus more on how the service would benefit their everyday life."

      Rachelle's Answer

      "Pricing a service can be harder to do, than pricing a product; however, this can also mean a bit more wiggle room when it comes to closing the sale of a service. Another difference is that with a service, you lean on selling a feeling or an emotion more often than with a physical product."

  7. 7.

    How do you feel about having your inbound calls monitored or recorded?

      Nearly all telecommunication providers will have a call-center where their calls are monitored and recorded. If you work in this type of environment, you will likely be required to sign an agreement related to disclosure and privacy. Let the interviewer know that you are comfortable with having your calls recorded and that you understand why this practice is in place.

      Rachelle's Answer

      "I believe all businesses should record their incoming and outgoing calls; to help with training new employees, and as a way to protect both the business and the customer. Rest assured, you would have my full consent to record my customer-service calls."

      Rachelle's Answer

      "Although I have not worked in a recorded environment, I fully understand the importance of this step. Should I be offered this job, I will sign any disclosure you require related to the recording of customer interactions."

  8. 8.

    What are your thoughts on illegal media or content downloading?

      Illegal media or unlawful downloading is running rampant these days, forcing cable companies to drop their pricing or find other ways to draw in honest customers. The interviewer would like to know your thoughts when it comes to sites that offer illegal or pirated downloads.

      Rachelle's Answer

      "I think that sites offering illegal or pirated versions of television shows and movies are doing a terrible disservice to the entertainment industry. Taking profits away from the studios, actors, producers, and content distributors is a short term gain, but in the end, will greatly affect the future of media."

      Rachelle's Answer

      "I recently read an article stating that illegal media and sites with pirated content are becoming less popular among the general public. I believe we are more educated today than we were ten years ago, on the negative effects that pirated content has on the entertainment industry as a whole."

  9. 9.

    How do you define WOW-level customer service?

      Excellent customer service goes beyond doing precisely as your expected, and it's more than having a smile on your face when the customer is looking. Excellent customer service means that you actively seek out the opportunity to deliver more than the standard. It means thoroughly listening to your customers when they tell you what they need. Also, it equals offering support when your customer may be a little bit in over their head. Be sure to echo the jargon used on the company website and social media accounts when it comes to keywords related to their customer service mantra. Keep your answer brief but ensure that it packs a punch.

      Rachelle's Answer

      "Kate Zabriskie, the author of Business Training Works, once said, 'The customers' perception is your reality.' To me, this means that if my clients think that my team does not care about them, they likely do not. Excellent customer service starts with proper training and setting high standards for my team from the get-go."

      Rachelle's Answer

      "Ensuring that my customers are satisfied with their experience every time. That is what good customer service means to me. This level of service may mean bending the rules a touch to deliver what they need. For instance, I will extend the return policy by a reasonable amount if it means a happy customer who will give a solid review."

  10. 10.

    Have you ever worked in a call center environment?

      Most telecommunication service companies will have call-center hubs where customers can call in to change or cancel their services, report technical difficulties, and make payments. Talk to the interviewer about any exposure you have in a call-center environment, along with any formal training you have received. If you do not have experience working in a call-center environment, mention a bit about your phone skills, and your customer service experience in general.

      Rachelle's Answer

      "I worked for a cable competitor about two years ago, as an outbound telephone agent. My focus was on new customer acquisition as well as upgrading the services on existing accounts. I made about 200 calls per day with a 15% conversion rate. My target was 12%, so I am happy to say that I always exceeded these goals."

      Rachelle's Answer

      "Although not in a call-center environment, I do have experience in customer-facing situations. My very first job was as a host in a popular family restaurant. From there, I moved into serving tables. The restaurant industry is highly customer-driven, so I understand the urgency associated with call-center environments. It's important that customer issues and needs are resolved quickly and efficiently. I look forward to furthering my customer-service training here."

  11. 11.

    Have you ever worked with a CRM or client management software?

      This question is a simple one to answer if you have a good memory! Before your interview, you should jot down the names of all software and programs that you have used in your current, and previous roles. Be prepared to discuss the programs that you know. Once you have this list, you can also add these details onto your resume.

      Some of the most popular CRM's include:

      - Zoho
      - Oracle
      - HubSpot
      - Salesforce
      - NetSuite
      - Microsoft Dynamics

      Rachelle's Answer

      "I have approximately two years of experience with Zoho CRM, and it's Google integration. I see in your job posting that you use Salesforce, which I am confident that I can learn quickly."

      Rachelle's Answer

      "I am savvy on our point of sale systems but have not worked with a specific CRM in the past. If you would like to share with me the programs you use here, I would love to take the initiative and watch some online tutorials on the program."

  12. 12.

    If we asked you to approach three WOW! customers today, about a home phone line, where would you begin?

      The interviewer would like to know more about your sales methods. Are you excited about the opportunity to approach new customers every day, and would you bring creativity to this role? Or, are you hesitant and unsure where to begin? Talk to the interviewer about your strategic plan when it comes to approaching WOW! customers about signing up for a home phone line.

      Rachelle's Answer

      "If I were asked to approach three customers today, I would begin by tapping into your CRM and looking for data on the customers who most recently visited the home phone section of your website. Then, I would proceed to call them to discuss their current services and how we could bundle their plan to include home phone, or change their plan to include a long-distance package. I believe there is always ample room to upsell customers; you have to be smart when it comes to looking for a timely opportunity."

      Rachelle's Answer

      "I believe that the best place to start would be with new customers who do not yet have their services bundled, or are on a basic home phone plan. I like to upsell, so this would be my initial approach. The other way I could go about it would be to contact former customers who recently canceled their service, to see how we could gain back their business."

  13. 13.

    If a customer called in to report a slow internet connection, how would you help them?

      Slow internet connections may be one of the most common customer service calls you will need to troubleshoot when working for WOW!. Talk to the interviewer about the action you would take to help a customer with a slow internet connection.

      Rachelle's Answer

      "From my experience, slow internet connections are pretty simple to fix. The first thing I would recommend is running an internet speed test to make sure the culprit was indeed the internet speed. Next, I would have the customer close all of their applications and windows then reboot their device. After that, if the connection were still slow, I would check modem performance."

      Rachelle's Answer

      "Although I do not yet have training in slow internet connections, I would advise doing what I do at home! After running an internet speed test, I would suggest rebooting their computer as well as their modem. These actions generally fix any connectivity issues. Otherwise, I would book the customer in for a home visit from one of your knowledgeable technicians."

  14. 14.

    Home phone service is a competitive industry. What can WOW! do to stand out from our competitors?

      Home phone services have been around for decades and, although many telecommunications and media companies are moving away from home phone service, the tried and true companies such as Comcast, Shaw, Telus, AT&T, and Verizon are still going strong on their home phone service offering. Over 60 million US households have home phone service. The interviewer would like to know if you have a suggestion on what WOW! could do to remain competitive.

      Rachelle's Answer

      "A big part of remaining competitive is reaching customer demographics that your competitors are not. With so many millennials being smartphone dependent, it could be fun to try a marketing campaign on social networking sites that highlight the benefits of having a home phone, in addition to your cell phone. I think a tongue-in-cheek style campaign could be a great way to stand out from competitors and gain some new business."

      Rachelle's Answer

      "I believe that customers like to receive a good deal, in the form of a bundle or service plan. To remain competitive, I would offer a discount on internet service, with a new home phone installation, on a two-year contract. Educating customers on the benefits of home phone service is an important part of this approach."

  15. 15.

    How do you feel about saying 'no' to a customer with unreasonable requests?

      In a customer service focused role, you have likely come across some pretty crazy requests from customers! The interviewer is interested in knowing where you draw the line when it comes to outlandish requests or needs that you cannot deliver. Give an example of a time when you had to say no to a customer. Assure the interviewer that you are happy to accommodate any WOW! customer, within reason!

      Rachelle's Answer

      "In retail, there will be customers who want you to deliver the impossible. I am down for a challenge; however, there are some things that I cannot do. I had a client demand that we extend our size range for the upcoming season. I explained to her that collections and production did not work that way, and were often multiple seasons in the works. She thought I could call the corporate head office and get it done."

      Rachelle's Answer

      "I once had a customer order something from our menu that we did not even have. We were a vegan restaurant, and she wanted a chicken breast added to her salad! She reasoned that she was not a vegan and simply there because her friend was vegan. Her friend and surrounding patrons were appalled. I had to chuckle a bit at that one. I couldn't deliver on that one but did offer her some chickpeas instead."

  16. 16.

    Have you received any formal customer service training?

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  17. 17.

    What do you believe are the biggest privacy risks an internet user faces today?

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  18. 18.

    If you could give a WOW! customer one piece of advice to keep their online personal information secure, what would it be?

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  19. 19.

    How would you approach selling home phone services in the age of smartphones?

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  20. 20.

    Would you violate WOW! policy to make a customer happy?

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  21. 21.

    Do you have experience in direct sales?

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  22. 22.

    How would you react if a customer threatened to cancel their cable?

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  23. 23.

    Where do you believe the future of home phone service is headed?

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  24. 24.

    Give me one suggestion for WOW! to grow our customer base in this region.

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  25. 25.

    What is your favorite TV show on cable, right now?

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  26. 26.

    How would you explain what a router is, to someone with no knowledge of the internet?

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  27. 27.

    What is the first thing you would do to put a customer at ease if they were upset about their cable service?

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  28. 28.

    When it comes to helping our customers, is it more important to have technical knowledge or excellent customer service skills?

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  29. 29.

    What do you feel is the biggest advantage cable has over online streaming services?

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  30. 30.

    How comfortable are you up-selling a customer on their cable package?

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