シャドーイング練習: TOP 3 CUSTOMER SERVICE INTERVIEW QUESTIONS & ANSWERS! - YouTubeで英語スピーキングを学ぶ
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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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このレッスンについて
このレッスンでは、カスタマーサービスに関する面接の質問とその回答方法について学びます。具体的には、難しい顧客をどのように扱うか、顧客の苦情をどのように処理するか、そして顧客の期待を超えるために行ったことについて考えます。これらの質問に対する答えを通じて、英語でのスピーキングスキルを向上させ、実際の面接で自信を持って答えられるようになることを目指します。
重要な語彙とフレーズ
- 顧客サービス - Customer Service
- 難しい顧客 - Difficult Customer
- 苦情 - Complaint
- 解決策 - Resolution
- 聞く姿勢 - Listening Skills
- 職務ポリシー - Company Policy
- 共通の接点 - Common Connection
- 即座のステップ - Immediate Steps
練習のヒント
このビデオのスピードやトーンに合わせて、shadowspeak の練習をすることが重要です。特に、リチャードさんの話し方は明瞭で落ち着いているため、模倣することで英語の発音を良くすることができます。shadow speechの練習をする際は、まずは彼の発音を注意深く聞き、各質問に対する回答を自身で何度も繰り返してみてください。自分の声を録音し、発音やイントネーションをチェックすることも効果的です。さらに、文脈に沿ったふさわしいフレーズを使って、英語スピーキング練習を強化するために、面接の質問を応用して自分自身の経験を基にした答えを考えてみましょう。これにより、shadowing siteを利用して学んだ内容を実践し、自信を持って英語で会話できるようになるでしょう。
シャドーイングとは？英語上達に効果的な理由
シャドーイング（Shadowing）は、もともとプロの通訳者養成プログラムで開発された言語学習法で、多言語習得者として知られるDr. Alexander Arguelles によって広く普及されました。方法はシンプルですが非常に効果的：ネイティブスピーカーの英語を聞きながら、1〜2秒の遅延で声に出してすぐに繰り返す——まるで「影（shadow）」のように話者を追いかけます。文法ドリルや受動的なリスニングと異なり、シャドーイングは脳と口の筋肉が同時にリアルタイムで英語を処理・再現することを強制します。研究により、発音精度、抑揚、リズム、連音、リスニング力、そして会話の流暢さが大幅に向上することが確認されています。IELTSスピーキング対策や自然な英語コミュニケーションを目指す方に特におすすめです。