Pratica di Shadowing: TOP 3 CUSTOMER SERVICE INTERVIEW QUESTIONS & ANSWERS! - Impara a parlare inglese con 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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Contesto e Background

In questo video, Richard McMunn fornisce utili suggerimenti per affrontare domande difficili durante un colloquio nel campo del servizio clienti. L'importanza di prepararsi per queste domande è cruciale per i candidati che cercano di eccellere in un colloquio di lavoro, specialmente in posizioni che richiedono abilità interpersonali e di problem-solving. Attraverso risposte strutturate e tecniche efficaci, Richard guida gli spettatori nel prepararsi per le situazioni comuni che potrebbero incontrare.

Top 5 Frasi per la Comunicazione Quotidiana

  • “Come gestiresti un cliente difficile?” - Un'espressione chiave per comprendere come mantenere la professionalità in situazioni di stress.
  • “Ti chiedo scusa se la nostra azienda ha commesso un errore.” - Dimostrare empatia è fondamentale nella gestione dei reclami.
  • “Qual è il problema esatto di cui stai parlando?” - Una domanda utile per approfondire le lamentele del cliente.
  • “Lavorerò per trovare una soluzione soddisfacente.” - Mostra la volontà di risolvere i problemi dei clienti.
  • “Puoi dirmi di più sulla tua esperienza?” - Coinvolgere il cliente e ascoltare attivamente le sue problematiche.

Guida Passo-Passo per il Shadowing

Per migliorare le tue abilità di lingua inglese, il shadow speech è un metodo efficace che ti permetterà di imparare l'inglese con YouTube. Ecco come affrontare la difficoltà di questo video utilizzando la tecnica shadowspeak:

  1. Ascolta attentamente: Focalizzati sull’audio del video. Presta attenzione al tono, alla pronuncia e all'intonazione di Richard.
  2. Ripeti immediatamente: Dopo aver ascoltato ogni frase, prova a ripeterla a voce alta. Usare il shadowing site per esercitarti può essere utile.
  3. Annota le frasi chiave: Scrivi le frasi significative che possono tornarti utili in un colloquio. Questo ti aiuterà a ricordarle meglio.
  4. Pratica con la tecnica STAR: Quando stai preparando risposte a domande comportamentali, usa il metodo STAR per strutturare le tue risposte in modo chiaro e conciso.
  5. Registra e ascolta: Registra le tue risposte e riascoltale per identificare aree di miglioramento nella tua pronuncia e fluency.

Utilizzando queste tecniche, potrai migliorare le tue abilità comunicative in inglese e sentirti più sicuro durante i colloqui di lavoro. Non dimenticare che la pratica costante è fondamentale per il tuo progresso linguistico!

Cos'è la tecnica dello Shadowing?

Shadowing è una tecnica di apprendimento delle lingue supportata da studi scientifici, originariamente sviluppata per la formazione dei traduttori professionisti e resa popolare dal poliglotta Dr. Alexander Arguelles. Il metodo è semplice ma potente: ascolti un audio in inglese di madrelingua e lo ripeti immediatamente ad alta voce — come un'ombra che segue il parlante con un ritardo di solo 1–2 secondi. A differenza dell'ascolto passivo o degli esercizi di grammatica, lo shadowing costringe il tuo cervello e i muscoli della bocca a elaborare e riprodurre simultaneamente i modelli di discorso reale. La ricerca dimostra che migliora significativamente la precisione della pronuncia, l'intonazione, il ritmo, il discorso connesso, la comprensione dell'ascolto e la fluidità del parlato — rendendolo uno dei metodi più efficaci per la preparazione alla prova di speaking dell'IELTS e per la comunicazione reale in inglese.

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