Shadowing Practice: TOP 3 CUSTOMER SERVICE INTERVIEW QUESTIONS & ANSWERS! - Learn English Speaking with Video
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Hello there, my name is Richard McMunn from the interview training website, PassMyInterview.com.
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And in this next tutorial,
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I will teach you how to answer three really difficult customer service interview questions.
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So if you have a customer service interview coming up,
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or if you are applying for a job that has customer service duties included,
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make sure you stay tuned because I will help you to be the successful candidate.
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And just very quickly, if you are new to the channel,
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make sure you hit the subscribe button because then I can keep you updated on all the latest interview tips,
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strategies and top-scoring answers.
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And please give the video a like because that motivates me to create more content for you.
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Thank you very much.
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Let's jump straight into the presentation.
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Customer service interview question number one is,
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how would you deal with a difficult customer?
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This is a really tricky interview question to answer correctly.
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Now my tip is show the interviewer that you can stay calm,
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professional and composed whilst dealing with difficult customers and that you go all out to achieve a successful outcome.
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Here's a brilliant scripted answer to help you.
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How would you deal with a difficult customer?
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Here we go.
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Whilst dealing with the customer,
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I would remember to follow my training and remember that I am representing your company.
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I would listen to the customer,
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ask them a series of questions to establish their concerns
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or issues before suggesting a course of action that would quickly resolve their problem.
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At all times I would try to establish a common connection with the customer,
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I would be attentive and I would make sure I demonstrated effective listening skills with an open style of body language.
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Customer service interview question number two is how would you handle a customer complaint?
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Now when dealing with any customer complaint always follow company procedures,
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apologize if the company is at fault and work with the customer to find a successful resolution.
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Here's a brilliant scripted answer to help you.
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How would you handle a customer complaint?
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Here we go.
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I would handle a customer complaint by always adhering to the organization's customer complaints policy.
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I would listen to the customer.
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I would ask them questions to get to the bottom of their complaints
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and I would apologize unreservedly if the company was at fault.
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I would then offer a resolution to the complaint
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and check with the customer to see that they were satisfied with my proposal.
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I would then take immediate steps to resolve their complaint and keep them updated on progress throughout the process.
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Finally, I would apologize to the customer once again before taking note of any improvements
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that could be made to prevent the same mistake from happening again in the future.
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I would also share those findings with my co-workers.
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Customer service interview question number three is,
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tell me about a time when you went above and beyond for a customer.
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This is a tricky one.
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Now Now my advice when answering this question is to use the STAR technique.
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STAR stands for Situation, Task, Action and Result.
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Here's a brilliant scripted answer that uses the STAR technique.
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Tell me about a time when you went above and beyond for a customer.
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Here we go.
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I was talking to an elderly customer on the telephone.
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They were worried about placing an order from our website because of security concerns.
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Our company call handling procedures dictated that I needed to respond to each call within two minutes.
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However, in this situation, I felt it was my responsibility to go above and beyond and spend more time helping the customer.
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I started out by reassuring the customer,
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explaining in simple terms how our payment system worked and that it was 100% secure.
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I then spent time talking them through the online ordering process in a step-by-step manner,
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again whilst reassuring them along the way.
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Now all in all the call took eight minutes to complete,
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but by going above and beyond what is normally expected,
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I was able to make the customer feel comfortable and get their order processed successfully.
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So there's three brilliant answers to really difficult customer service interview questions.
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Now if you want to download these answers and more brilliant responses to difficult customer service interview questions,
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make sure you click that link right now in the top right hand corner of the video.
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Head through to my website parsmyinterview.com and you can download my full set of 21 brilliant answers to customer service interview questions.
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It's a fantastic resource.
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You can have it within your inbox within two minutes from now and it's going to put you ahead of the competition,
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make sure you check that out.
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Finally, don't forget to subscribe to the channel.
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Please do give the video a like,
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because that motivates me to create more of these answers for you.
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And you can also connect with me on LinkedIn.
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I've put my LinkedIn link in the description below the video.
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It's always great to connect with like-minded professionals such as yourself.
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Thank you so much for watching and paying attention,
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and I wish you all the best for passing your interview.
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Have a brilliant day.
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Vocabulario y notas de pronunciación para esta lección
Este vídeo tiene 78 frases y 885 palabras para practicar shadowing. La parte hablada dura 5:09. El hablante habla a un ritmo natural de unas 172 palabras por minuto, cercano a una conversación cotidiana. El 85 % de las palabras está entre las 3.000 más comunes del inglés; conviene repasar el resto antes de empezar.
Vocabulario clave de este vídeo
15 palabras menos comunes del vídeo, con su pronunciación y significado:
- complaint /kəmˈpleɪnt/ (sustantivo) — queja. The act of complaining.
- script /skɹɪpt/ (sustantivo) — escrito, escripto. A writing; a written document.
- apologize /əˈpɑləˌd͡ʒaɪz/ (verbo) — disculparse [with con], pedir(le) perdón [with a]. To make an apology or excuse; to acknowledge some fault or offense, with expression of regret for it, by way of amends
- technique /tɛkˈniːk/ (sustantivo) — técnica. The practical aspects of a given art, occupation etc.; formal requirements.
- establish /ɪˈstæb.lɪʃ/ (verbo) — establecer, establir. To make stable or firm; to confirm.
- procedure /pɹəˈsiː.d͡ʒə/ (sustantivo) — procedimiento. A particular method for performing a task.
- connect /kəˈnɛkt/ (verbo) — conectar, empalmar. To join (to another object): to attach, or to be intended to attach or capable of attaching, to another object.
- resolve /ɹɪˈzɑlv/ (verbo) — resolver, solventar. To find a solution to (a problem).
- subscribe /səbˈskɹaɪb/ (verbo) — suscribirse, subscribirse. To write (one’s name) at the bottom of a document; to sign (one's name).
- tricky /ˈtɹɪk.i/ (adjetivo) — dificultoso, chungo. Hard to deal with, complicated.
- motivate /ˈmoʊ.tɪ.veɪt/ (verbo) — motivar. To provide someone with an incentive to do something; to encourage; to actuate.
- proposal /pɹəˈpoʊzəl/ (sustantivo) — propuesta. A scheme or design.
- successfully /səkˈsɛs.fə.li/ (adverbio) — exitosamente. In a successful manner; with success; without failing.
- worker /ˈwɝ.kɚ/ (sustantivo) — trabajador, obrero. One who works: a person who performs labor for a living; traditionally, especially, manual labor.
- skill /skɪl/ (sustantivo) — destreza, habilidad. A capacity to do something well; a technique, an ability, usually acquired or learned, as opposed to abilities that are regarded as innate.
Phrasal verbs que vas a escuchar
- deal with (verbo) — tratarse de, ocuparse. To handle verbally or in some form of artistic expression; to address or discuss as a subject.
- come up (verbo) — salir a relucir. To emerge or become known, especially unexpectedly.
- stand for (verbo) — significar, representar. To mean; to symbolize; to represent; especially of an acronym or abbreviation.
Pronunciación a tener en cuenta
- Los sonidos de “sh” y “zh”: establish /ɪˈstæb.lɪʃ/, presentation /ˌpɹɛzn̩ˈteɪʃn̩/, reassure /ˌɹi.əˈʃʊɹ/
- Palabras largas — cuida el acento: apologize /əˈpɑləˌd͡ʒaɪz/, successfully /səkˈsɛs.fə.li/
Cómo practicar con este vídeo
- Escucha el vídeo entero una vez sin hablar y anota las palabras que no conoces.
- Empieza a velocidad 0,75×, haz shadowing frase por frase y vuelve a la velocidad normal cuando te resulte fácil.
- Grábate y compara con el original, prestando atención a palabras como complaint, script, apologize.
¿Qué es la Técnica de Shadowing?
Shadowing es una técnica de aprendizaje de idiomas respaldada por la ciencia, desarrollada originalmente para la formación de intérpretes profesionales y popularizada por el políglota Dr. Alexander Arguelles. El método es simple pero poderoso: escuchas audio en inglés nativo y lo repites en voz alta de inmediato, como una sombra que sigue al hablante con solo 1-2 segundos de retraso. A diferencia de la escucha pasiva o los ejercicios de gramática, el shadowing obliga a tu cerebro y músculos de la boca a procesar y reproducir simultáneamente patrones de habla reales. Las investigaciones muestran que mejora significativamente la precisión de la pronunciación, la entonación, el ritmo, el habla conectada, la comprensión auditiva y la fluidez al hablar, convirtiéndola en una de las metodologías más efectivas para la preparación del IELTS Speaking y la comunicación en inglés en el mundo real.