쉐도잉 연습: TOP 3 CUSTOMER SERVICE INTERVIEW QUESTIONS & ANSWERS! - YouTube로 영어 말하기 배우기

B2
Hello there, my name is Richard McMunn from the interview training website, PassMyInterview.com.
⏸ 일시 정지
78 문장
문장이 너무 짧거나 길면 Edit를 눌러 조정하세요.
1
Hello there, my name is Richard McMunn from the interview training website, PassMyInterview.com.
2
And in this next tutorial,
3
I will teach you how to answer three really difficult customer service interview questions.
4
So if you have a customer service interview coming up,
5
or if you are applying for a job that has customer service duties included,
6
make sure you stay tuned because I will help you to be the successful candidate.
7
And just very quickly, if you are new to the channel,
8
make sure you hit the subscribe button because then I can keep you updated on all the latest interview tips,
9
strategies and top-scoring answers.
10
And please give the video a like because that motivates me to create more content for you.
11
Thank you very much.
12
Let's jump straight into the presentation.
13
Customer service interview question number one is,
14
how would you deal with a difficult customer?
15
This is a really tricky interview question to answer correctly.
16
Now my tip is show the interviewer that you can stay calm,
17
professional and composed whilst dealing with difficult customers and that you go all out to achieve a successful outcome.
18
Here's a brilliant scripted answer to help you.
19
How would you deal with a difficult customer?
20
Here we go.
21
Whilst dealing with the customer,
22
I would remember to follow my training and remember that I am representing your company.
23
I would listen to the customer,
24
ask them a series of questions to establish their concerns
25
or issues before suggesting a course of action that would quickly resolve their problem.
26
At all times I would try to establish a common connection with the customer,
27
I would be attentive and I would make sure I demonstrated effective listening skills with an open style of body language.
28
Customer service interview question number two is how would you handle a customer complaint?
29
Now when dealing with any customer complaint always follow company procedures,
30
apologize if the company is at fault and work with the customer to find a successful resolution.
31
Here's a brilliant scripted answer to help you.
32
How would you handle a customer complaint?
33
Here we go.
34
I would handle a customer complaint by always adhering to the organization's customer complaints policy.
35
I would listen to the customer.
36
I would ask them questions to get to the bottom of their complaints
37
and I would apologize unreservedly if the company was at fault.
38
I would then offer a resolution to the complaint
39
and check with the customer to see that they were satisfied with my proposal.
40
I would then take immediate steps to resolve their complaint and keep them updated on progress throughout the process.
41
Finally, I would apologize to the customer once again before taking note of any improvements
42
that could be made to prevent the same mistake from happening again in the future.
43
I would also share those findings with my co-workers.
44
Customer service interview question number three is,
45
tell me about a time when you went above and beyond for a customer.
46
This is a tricky one.
47
Now Now my advice when answering this question is to use the STAR technique.
48
STAR stands for Situation, Task, Action and Result.
49
Here's a brilliant scripted answer that uses the STAR technique.
50
Tell me about a time when you went above and beyond for a customer.
51
Here we go.
52
I was talking to an elderly customer on the telephone.
53
They were worried about placing an order from our website because of security concerns.
54
Our company call handling procedures dictated that I needed to respond to each call within two minutes.
55
However, in this situation, I felt it was my responsibility to go above and beyond and spend more time helping the customer.
56
I started out by reassuring the customer,
57
explaining in simple terms how our payment system worked and that it was 100% secure.
58
I then spent time talking them through the online ordering process in a step-by-step manner,
59
again whilst reassuring them along the way.
60
Now all in all the call took eight minutes to complete,
61
but by going above and beyond what is normally expected,
62
I was able to make the customer feel comfortable and get their order processed successfully.
63
So there's three brilliant answers to really difficult customer service interview questions.
64
Now if you want to download these answers and more brilliant responses to difficult customer service interview questions,
65
make sure you click that link right now in the top right hand corner of the video.
66
Head through to my website parsmyinterview.com and you can download my full set of 21 brilliant answers to customer service interview questions.
67
It's a fantastic resource.
68
You can have it within your inbox within two minutes from now and it's going to put you ahead of the competition,
69
make sure you check that out.
70
Finally, don't forget to subscribe to the channel.
71
Please do give the video a like,
72
because that motivates me to create more of these answers for you.
73
And you can also connect with me on LinkedIn.
74
I've put my LinkedIn link in the description below the video.
75
It's always great to connect with like-minded professionals such as yourself.
76
Thank you so much for watching and paying attention,
77
and I wish you all the best for passing your interview.
78
Have a brilliant day.

앱 다운로드

당신이 말하는 모든 문장을 AI가 채점

스캔하여 다운로드
스캔하여 다운로드
Download on theApp Store
Get it onGoogle Play
TRENDING

인기 동영상

이번 수업에 대하여

이번 수업에서는 고객 서비스 인터뷰에서 자주 등장하는 세 가지 질문에 대한 효과적인 답변을 연습합니다. 이 질문들은 많은 취업 준비생들이 어려움을 겪는 질문들입니다. 따라서 이 수업을 통해 여러분은 고객 서비스와 관련된 대화 능력을 향상시키고, 실제 인터뷰 상황에서도 자신 있게 대처할 수 있도록 준비할 수 있습니다. 영어 회화 연습에 도움이 되는 내용을 다루므로, 실제 인터뷰를 대비하는 데 유용합니다.

핵심 어휘 및 구문

  • 어려운 고객을 다루다 - dealing with a difficult customer
  • 고객 불만 - customer complaint
  • 해결책을 제시하다 - suggest a resolution
  • 청취 기술 - listening skills
  • 절차를 따르다 - follow procedures
  • 공감하는 태도 - demonstrate empathy
  • 고객과의 연결을 시도하다 - establish a connection with the customer
  • 상황, 과제, 행동, 결과 - Situation, Task, Action, Result (STAR)

연습 팁

이번 비디오에서 제시하는 내용을 효과적으로 연습하기 위해 shadow speak 기법을 활용하는 것이 좋습니다. 비디오의 속도가 너무 빠르다고 느껴진다면, 일단 비디오를 느리게 재생하여 발음과 억양을 정확하게 따라해보세요. 그 후, 자연스러운 스피치를 위해 점차 속도를 올려갑니다. 연습할 때에는 본인의 목소리를 녹음해 듣는 것도 매우 유익합니다. IELTS 스피킹 시험에서 자주 요구되는 공감하는 태도와 청취 능력을 길러주는 데 도움이 됩니다. 직접 대화하는 듯한 느낌으로 shadowspeak을 시도해보세요. 이런 방식으로 반복 연습하면 고객 서비스 대화에서의 자신감을 키우는 데 큰 도움이 될 것입니다.

쉐도잉이란? 영어 실력을 빠르게 키우는 과학적 방법

쉐도잉(Shadowing)은 원래 전문 통역사 훈련을 위해 개발된 언어 학습 기법으로, 다언어 학자인 Dr. Alexander Arguelles에 의해 대중화된 방법입니다. 핵심 원리는 간단하지만 매우 강력합니다: 원어민의 영어를 들으면서 1~2초의 짧은 지연으로 즉시 소리 내어 따라 말하는 것——마치 '그림자(shadow)'처럼 화자를 따라가는 것입니다. 문법 공부나 수동적인 청취와 달리, 쉐도잉은 뇌와 입 근육이 동시에 실시간으로 영어를 처리하고 재현하도록 훈련합니다. 연구에 따르면 이 방법은 발음 정확도, 억양, 리듬, 연음, 청취력, 말하기 유창성을 크게 향상시킵니다. IELTS 스피킹 준비와 자연스러운 영어 소통을 원하는 분들에게 특히 효과적입니다.

☕ 커피 한 잔 사주기