Pratique du Shadowing: CUSTOMER SERVICE Interview Questions & Answers! (How to PASS a CUSTOMER SERVICE Job Interview!) - Apprendre l'anglais à l'oral avec la vidéo
Création de la leçon...
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Hi there, my name is Richard McMunn from the interview training website,
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PassMyInterview.com and in a second I am going to walk through this door and undertake a live customer service interview.
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So if you have a customer service interview coming up for any role or any organisation, make sure you stay tuned,
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watch the video from start to finish because I will teach you how to be the standout 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 I can then keep you updated with all the latest interview techniques, tips and top scoring answers.
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And please make sure you give the video a like because that tells me you find these tutorials useful.
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Thank you very much.
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Let's get in the room and pass the interview.
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Here we go.
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Come in.
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Hi there, my name's Richard.
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Hi Richard.
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Nice to meet you. And you.
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Pleased to meet you.
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Nice to meet you.
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This is it.
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Thank you very much.
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Welcome to the interview, Richard.
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My name's Andrew and this is my colleague, Joshua.
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Today, we're going to be interviewing you for this customer service position.
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So can you start by telling us about yourself?
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Yes, no problem.
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Well, first of all, thank you very much for giving me the opportunity to be interviewed for this customer service position today.
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I am a very positive, happy, caring and sociable person, and I enjoy helping other people.
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I genuinely enjoy working in customer service roles.
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I also have the skills and qualities that are a match for the job description.
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So I'm confident I can come into this role and get up to speed really quickly, which means you won't have to spend lots of time monitoring or supervising me.
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I have previous experience of working in customer facing roles.
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And I know the importance of customer service in any company.
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Customer service is vital if a company is going to be successful and also beat its competitors.
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I pride myself on being the type of person who is able to robustly deal with difficult situations and challenges.
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I can handle customer complaints in a competent manner and I will always follow company rules and procedures.
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I also believe that I'm very good winning over dissatisfied customers, and I will always try and upsell within the role to help increase company revenue.
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Finally, I recently completed an online customer service training course through the website udemy.com,
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so I have extra knowledge and up-to-date expertise that will help me excel within the position.
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What does customer service mean to you?
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Customer service means many things to me.
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Customer service means first and foremost going above and beyond what is expected.
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So you want to make all customers feel welcomed, valued and appreciated whenever they come into contact with the business.
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It would also be my responsibility from a customer service perspective
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to encourage customers to come back to your company time and time again.
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So essentially, they would become long term advocates of the business.
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And good customer service is about encouraging customers to recommend your company to their friends and family.
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And that helps you to save money from an advertising perspective.
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Customer service is also about constantly analyzing what you can do in your role to improve the customer service experience.
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Because it's important in customer service that you always meet the demands of your customers.
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And finally, customer service is about being consistent.
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You have to be constantly really good at what you do better than your competitors.
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And to achieve that, you have to be consistent and always look to improve look to improve.
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What skills and qualities are needed to work in customer service?
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There are numerous different skills and qualities needed to work in customer service.
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You need to be a competent and confident communicator.
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You need to be a really good listener because when you listen to the customer, it gives you information that helps you create and sell products and services that they need.
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You need to be a believer in the company brand because if you are passionate about the brand, it makes it easier for you to upsell.
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You need to be a positive role model when representing the company.
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And you also need to be willing to go above and beyond what is required and also be flexible and adaptable.
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So if you need to help out the company at short notice, you should be willing to do that.
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You also need to be knowledgeable, most importantly, on company procedures,
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especially in respect of the complaints process that the company wants you to follow in your role.
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Thank you.
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How would you deal with a customer complaint?
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Whenever I were dealing with a customer complaint, I would first of all listen to the customer.
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That's really important and you need to show them that you are genuinely listening and paying attention.
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I would ask them questions to get to the bottom of the issue
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and the quicker you can get to the bottom of the problem, the better.
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I would apologize quickly if the company was at fault.
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I would be genuine in my apology and I would then put a plan of action in place,
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a process for resolving their complaints and I would agree that process with the customer.
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So I would confirm with them that they were happy with my plan of action.
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I would then take decisive action to resolve the complaints.
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I would keep the customer updated
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and I would follow up with them to make sure that they were happy once the resolution had been completed.
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And Finally, whenever dealing with a customer complaint,
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I would look to learn from the situation and share any feedback I had with the remainder of my team.
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Thank you.
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What's the best customer service you've ever received?
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I would say the best customer service that I've ever received was through Amazon.
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So several weeks ago, I placed an order online and the order was going to be delivered the following day.
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When the next day came, I received a notification on my smartphone to say the product had been delivered when in fact it hadn't.
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Now, naturally, I was disappointed with this.
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So I went online to make a complaint.
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Now, this is where Amazon's customer service really impressed me.
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So the complaints procedure was seamless.
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It was really easy to use.
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And I was able to quickly speak to a customer service agent.
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When I was explaining to the customer service agent what had happened,
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they were genuine in their apology and it seemed like they really wanted to put things right quickly for me.
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So they found the order within seconds, they apologized, they did not question the genuinity of my complaint and they immediately dispatched a new product.
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And I liked the fact that the complaints procedure was quick, the customer service agent was knowledgeable and they really cared about giving the right level of customer service.
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And I learned a lot from that experience, how important it is to always focus on the customer and do what they want you to do.
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Thank you.
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Okay, next question.
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How would you deal with an angry customer?
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Whenever dealing with an angry customer, I think it's important to not take what they are saying personally.
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You have to always focus on creating a successful resolution.
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So I would not take anything they said personally, and I would listen to them.
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And while they were speaking, I would show them that I was paying attention and genuinely caring about their situation.
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I would also give the customer time to vent because by allowing them to vent their frustrations, it helps make them feel listened to and valued.
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Whenever the time was right, I would ask them questions because I would want to get to the trigger point.
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What was it that has happened that has made them feel angry?
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Because then that information then enables me to put a plan of action in place to resolve it.
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I would show empathy and understanding whilst dealing with the angry customer.
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I would be confident though and resilient whilst dealing with them.
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I would put a plan of action in place.
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I would quickly resolve any issues that they had and I would learn from the process.
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So my aim would be at all times to win them over and get them to be a happy customer.
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Thank you.
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Why should we hire you?
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I believe you should hire me for several reasons.
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The first reason is I have a good level of business acumen.
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So I understand you are investing in this role and I need to give you a good return on that investment.
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And that will be achieved by consistently offering outstanding customer service to your customers.
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You should also hire me because you won't have to constantly monitor or supervise me moving forward.
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And I am also a very fast learner.
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I am able to follow rules and procedures, and I am also flexible and adaptable.
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So if you need me to come into the company to help out at short notice, then I will do.
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Finally, you should hire me because I'm really good with people.
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I'm sociable.
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I can build connections with people.
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I am also open to change, and I will also always take care of my ongoing professional training and development.
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Thank you.
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Okay.
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Thank you, Richard.
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That's the end of the interview.
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We'll be in touch shortly with the result.
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So, I hope you enjoyed that tutorial that teaches you how to pass a customer service interview.
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Now, if you would like to accelerate your learning even further, click that link right now in the top right-hand corner of the video,
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head through to my website,
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PassMyInterview.com, And you can download my full set of 21 top-scoring 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 help make you be the standout candidate during your customer service interview.
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Finally, don't forget to hit the SUBSCRIBE button so I can keep you updated with all the latest interview tips,
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strategies and top-scoring answers.
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do give the video a LIKE because that motivates me to create more content for you.
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And don't forget to connect with me on LinkedIn.
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I have put my LinkedIn link in the description below the video.
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It's always good to connect with like-minded professionals such as yourself.
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Thank you so much for watching and I wish you all the best for passing your interview.
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Have a brilliant day.
Context & Background
In the realm of customer service, effective communication is pivotal. The video features Richard McMunn, an expert in interview preparation, who demonstrates how to navigate customer service interview questions successfully. His approach not only helps candidates articulate their thoughts but also provides insights into what employers seek in potential employees. As candidates prepare for interviews in this field, mastering interpersonal skills becomes essential. By focusing on the qualities necessary for customer service roles, learners can adopt a more confident and competent conversational manner, ultimately enhancing their job prospects.
Top 5 Phrases for Daily Communication
- “Thank you very much for giving me the opportunity.” - A courteous expression that sets a positive tone.
- “I genuinely enjoy helping other people.” - Reflects compassion and enthusiasm for customer service.
- “I can handle customer complaints in a competent manner.” - Shows confidence in conflict resolution abilities.
- “Good customer service means going above and beyond what is expected.” - Emphasizes dedication to customer satisfaction.
- “I am constantly looking to improve.” - Displays a commitment to personal growth and service enhancement.
Step-by-step Shadowing Guide
To refine your English speaking practice using the shadowing technique, follow these steps based on the video's content:
- Select a segment: Choose a particular section of the video where Richard discusses key customer service skills.
- Listen attentively: Play the video and listen carefully to his pronunciation, intonation, and phrasing. Focus on the rhythm of spoken English.
- Repeat after him: Pause the video and repeat phrases in sync with Richard. This will help you improve English pronunciation and become more fluent.
- Record yourself: After practicing, record your voice to evaluate your progress. Compare your delivery to Richard's to identify areas for improvement.
- Engage in role-play: Use the phrases learned in the context of a mock interview or real-life scenario to reinforce your learning and boost confidence in conversational settings.
By integrating these steps into your routine, you can effectively enhance your English speaking practice, which is especially beneficial if you're preparing for situations such as the IELTS speaking practice or customer service interviews. This method not only aids in building vocabulary but also reinforces how to respond naturally in various contexts.
Qu'est-ce que la technique du Shadowing ?
Le Shadowing est une technique d'apprentissage des langues fondée sur la science, développée à l'origine pour la formation des interprètes professionnels. Le principe est simple mais puissant : vous écoutez de l'anglais natif et le répétez immédiatement à voix haute — comme une ombre suivant le locuteur avec un décalage de 1 à 2 secondes. Les recherches montrent une amélioration significative de la précision de la prononciation, de l'intonation, du rythme, des liaisons, de la compréhension orale et de la fluidité.