Take Home Test - Customer Support Trainer

Part 1: Video Training Session (5-7 minutes)

Please submit a video of yourself conducting a training session focused on customer support.
The video should showcase your proficiency in delivering training effectively, engaging the
audience, and utilizing the training content you have designed.

Select a relevant topic from the list provided below:

● Active Listening Techniques

● Empathy and Understanding
● Ownership and Confidence
● Personalization & Building Rapport with Customers

Part 2: Data Analysis

The customer support team has been consistently receiving low-quality scores. The passing
score is >=90%. As the trainer for the customer support team, you are responsible for improving
the agents' performance in these key areas to enhance the overall customer experience.

Use this data to assess the skill gaps of each agent and please respond with what skill gaps you
have identified, followed by the training plan you would create to address specific areas of
improvement.

Please note: You do not have to submit a recording for this response.