Tell me about a time you corrected misinformation given by a previous agent.
RoleCustomer Service Representative
DifficultyMedium
TopicTechnical
Asked at
Why This Is Asked
TELUS International handles complex accounts where misinformation can lead to client liability. They need CSRs who can correct errors diplomatically and accurately.
General Approach
Structure your answer with the STAR method, emphasizing accuracy of policy reference, calm delivery, and the customer's positive turnaround. Numbers matter: mention how many days overdue, fee amounts, or survey score.
General Answer
Start by grounding your answer in the specific policy or system you used to verify the correct information, since that shows you did not rely on memory or hearsay. Say plainly that you first acknowledged the customer's frustration without assigning blame, then explained the correction with a calm, factual tone, for example by quoting the exact billing cycle or account status from your knowledge base. Be concrete about the customer's reaction and the measurable outcome, such as the fee being waived after you filed a correction ticket, or the customer's satisfaction score climbing from a 2 to a 5 on the post-call survey. If the misinformation came from a previous agent, frame it as a process gap rather than a personal failure, and mention that you flagged it to your team lead so the same error would not recur. In the Philippine BPO context, keep your delivery in plain English or light Taglish that stays professional, and never say anything that sounds like you are throwing a colleague under the bus. Close by tying the correction to the bigger goal of protecting the client's account and the company's reputation, which is exactly what TELUS wants to hear.
PH Interview Gotcha
Some candidates try to impress by badmouthing other agents ('Yung previous agent kasi hindi marunong, mali mali sinabi'). That raises a red flag about teamwork. Also, avoid 'Actually po, ang sinabi niya ay...' followed by a long Taglish retelling. Keep it professional and concise.
Sample STAR Answer▾
S
Situation
At my previous BPO job handling a U.S. banking account, a customer called complaining that she had been told by an earlier agent that a late payment wouldn't affect her credit score. She found out that wasn't true and was angry and scared.
T
Task
I needed to clarify the bank's actual policy (the late payment would be reported after 30 days, but hers was only 18 days past due), explain the correct information clearly, and explore options to minimize damage.
A
Action
I apologized once for the misinformation without badmouthing the previous agent. I pulled up the cardholder agreement and the credit reporting policy from our knowledge base, walked her through the exact timeline, and showed her that because she was still within the 30-day window, no mark would appear if she made at least the minimum payment today. I offered to process the payment right then and even waived the late fee as a goodwill gesture.
R
Result
She agreed to make the payment, the late fee was reversed, and her credit score remained untouched. She later gave a 5/5 on the post-call survey and a comment that I restored her faith in the bank's support.
Key Takeaway
When fixing errors, staying factual and solution-oriented depersonalizes the problem and wins trust. Never blame the previous agent; just focus on what the customer needs now.
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- •STAR Structure
- •Specificity & Numbers
- •Ownership Language
- •PH Workplace Context
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