(Original post by abdullahkhan19)
British Gas CSA Assessment Centre --- Role Play and Face to face interview
I hope you all are doing great. I just had my British Gas assessment center day for CSA role in southampton.
It mainly had two parts.
1) Role Play in which you are given some information about two BG customers. Some of the information given will be incorrect. You have to ask the person about the personal and BG account details. You have to follow the pattern. First greet with the following lines:
"Good afternoon/ Good morning. This is British Gas, and you are talking to XXX. How may I help you"
Then the caller will tell you about his problem. You have to ask him about his personal details. That be:
BG account number
Some of the information given to you will not match with the information provided by the caller. So note them down and make appropriate changes.
Then ask about the problem/query. and tell him that we are here to provide excellent customer service. and we are here to solve the problem.
Then ask him questions about that scenario. You will be given some information about what could be the possible scenario. Ask questions accordingly.
After giving him some solution of the problem, just tell him that BG has introduced some great products that will definitely save you some money and will ensure the safety. He will say I am not interested, or I shall ask my wife, or I need some time to make decision. All these excuses that he ll be making have some certain answers that have already been provided to you. So make sure all the answers are in front of you.
If he agrees to purchase any of the product, sign him up and tell him that you are sending details of this product to your home address.
After that make a quick recap of the conversation and ask him if you can be of some more help. In the end Thank him for bringing the problem in your notice. thank you for calling BG. take cares and cheers. bye
In my case the guys name was sam martin
his phone number and address was not in the sheet given to me. So I asked for that information
His BG account number was incorrect. There was a 2 missing in the end. So I corrected it.
His summer quarter bill was 180 GBP
But last quarter bill was GBP 100
So he was like how come my bill is so high. I asked him some questions like "has ther been any change in circumstances within your house, like there is addition of a person or two living with you these days" He said NO
Then I asked if your boiler has been serviced in past 3 years. He said NO.
So I told him that this can be the reason of high energy consumption. We recommend that you get your boiler and other equipment serviced every year.
I asked him if I can book an appointment for you and BG engineer can come over your house to inspect and rectify the problem. So if the problem is in your equipment then I am afraid you have to pay the bill. But if the problem is on BG end then we will send you the correct bill.
Then you have to ask him how does he want to pay that bill. You can offer him a 12 month installment plan that will cost him GBP 15 plus the months consumption charges. He could pay all the bill in one installment. He opted for 12 month option.
Then I told him that BG have some exciting products to introduce to enhance the safety of our customers and the equipment. He was not interested in the products. But I kept asking the questions that were provided to us in case if a customer is reluctant to purchase. DO NOT worry all those questions are there. I have mentioned few in the above paragraphs.
Then I thanked him and ended the call.
Call 2 :
The guys name was Joe and some information was missing.
His this quarter bill was 100
last quarter bill was 80
but his protection saver plan (20% off) has ended.
He was angry that why I had not been notified. I apologized and told him that will never happen again. He insisted on talking to manager. But I kept on cooling him down by saying that this problem will be resolved. I offered him the extension. I dont know if it was okay as the extension was not written anywhere in the material we were provided with. Then I asked him about how does he want to pay that bill. He took the option of paying by cheque.
Well then I told him about products and happened to purchase on of the product. The product names were Gas care, Gas something and homecare200.
I did not get a chance to mention all these. Make sure you mention all the products that BG was promoting. Name all of them atleast. Also there are different costs mentioned for each product. I think it is better to mention per month cost or even per day cost.
For one product GAS CARE it was GBP 75 per annum GBP 7 per month and 20p per day.
After each call you have to write down all the important notes. That all you have to do in role play. Just follow the pattern. you assessment role play with BG will be more or less the same. So practice all this again and again so that you feel comfy out there.
I think I did not do good in my role play. As I got a bit confused in my first call. He was talking about any extra charges so I had to out him on hold to find out about any charges. I could not find any in that short period of time so I told him that there are no extra charges for monthly installments.
Well lets see. Fingers Crossed
About face to face interview
It was about 45 mins interview. There were two ladies. One was taking notes and the other one was asking me questions. like:
Tell me about a situation when you have to persuade someone that changed his mindset about something.
How did you feel about that.
What was your motive behind that.
Tell me about a situation where you have to work within the team and it did not come out as expected.
What were the reasons
what did you do about it
how did you feel about it.
Did you discuss it with your boss
Tell me a situation in which you planned something and it came out exactly as you were planning it to be.
what was you reaction
how did you manage to do that
Tell me a situation in which you have helped someone in your daily life
what was the driving force behind it.
There were many questions of this sort. she was always asking me about my feelings and how did I manage it. etc etc.
She asked my why you want to work for BG and what do you think BG expect from its employees.
I hope that will be helpful for you guys.
Take cares and keep good work and good deeds going