Pratique du Shadowing: TOP 3 CUSTOMER SERVICE INTERVIEW QUESTIONS & ANSWERS! - Apprendre l'anglais à l'oral avec YouTube
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Hello there, my name is Richard McMunn from the interview training website, PassMyInterview.com.
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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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Context & Background
In the video "TOP 3 CUSTOMER SERVICE INTERVIEW QUESTIONS & ANSWERS!" Richard McMunn shares valuable insights aimed at helping candidates prepare effectively for customer service interviews. The focus is on mastering challenging questions, enhancing communication skills, and understanding the importance of professionalism in customer interactions. As you explore these concepts, you can also learn English with YouTube, using this tutorial to practice your listening and speaking abilities in a work-related context.
Top 5 Phrases for Daily Communication
The following phrases extracted from the video are essential for anyone working in customer service or striving to improve their English communication skills:
- “How would you deal with a difficult customer?” - A common question assessing your ability to handle challenging situations.
- “I would listen to the customer.” - Emphasizes the importance of active listening in effective communication.
- “I would apologize unreservedly.” - Shows accountability and the importance of addressing customer concerns.
- “I would offer a resolution.” - Reflects problem-solving skills, crucial in customer service.
- “I went above and beyond for a customer.” - Highlights dedication and exceptional service, desirable traits in any role.
Step-by-step Shadowing Guide
To fully benefit from Richard's expert advice and improve your speaking skills, follow these steps for effective shadowing practice:
- Choose a Segment: Select a specific part of the video where Richard discusses how to handle a difficult customer.
- Listen Actively: Pay close attention to the phrasing and tone used. Listen to the section multiple times to familiarize yourself with the delivery.
- Practice Shadow Speech: As you listen, repeat Richard's words in real-time. This will help improve your English pronunciation and intonation.
- Record Yourself: Use a digital recorder to capture your voice while shadowing. Compare it with Richard’s speech to identify areas for improvement.
- Reflect: After practicing, reflect on which phrases felt most comfortable and which need more attention. Take notes on vocabulary or expressions you find challenging.
- Engage with a Community: Engage in discussions about customer service scenarios with peers or online groups to practice using your new phrases.
Utilizing these steps on a dedicated shadowing site will significantly enhance your English vocabulary, speaking confidence, and overall communication skills, allowing you to excel in customer-oriented situations.
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.
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