Shadowing Practice: TOP 3 CUSTOMER SERVICE INTERVIEW QUESTIONS & ANSWERS! - Learn English Speaking with Video
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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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Woordenschat en spreektips bij deze les
Deze video bevat 78 zinnen en 885 woorden om na te spreken. Het gesproken deel duurt 5:09. De spreker praat in een natuurlijk tempo van ongeveer 172 woorden per minuut, dicht bij een alledaags gesprek. 85% van de woorden hoort bij de 3.000 meest gebruikte Engelse woorden; de rest kun je beter vooraf bekijken.
Belangrijke woorden in deze video
15 minder gangbare woorden uit de video, met uitspraak en betekenis:
- complaint /kəmˈpleɪnt/ (zelfstandig naamwoord) — klacht, beklag. The act of complaining.
- script /skɹɪpt/ (zelfstandig naamwoord) — geschrift. A writing; a written document.
- apologize /əˈpɑləˌd͡ʒaɪz/ (werkwoord) — zich verontschuldigen, verantwoorden. To make an apology or excuse; to acknowledge some fault or offense, with expression of regret for it, by way of amends
- technique /tɛkˈniːk/ (zelfstandig naamwoord) — techniek. The practical aspects of a given art, occupation etc.; formal requirements.
- establish /ɪˈstæb.lɪʃ/ (werkwoord) — oprichten, stichten. To make stable or firm; to confirm.
- procedure /pɹəˈsiː.d͡ʒə/ (zelfstandig naamwoord) — procedure. A particular method for performing a task.
- connect /kəˈnɛkt/ (werkwoord) — verbinden. To join (to another object): to attach, or to be intended to attach or capable of attaching, to another object.
- resolve /ɹɪˈzɑlv/ (werkwoord) — oplossen. To find a solution to (a problem).
- subscribe /səbˈskɹaɪb/ (werkwoord) — abonneren. To write (one’s name) at the bottom of a document; to sign (one's name).
- tricky /ˈtɹɪk.i/ (bijvoeglijk naamwoord) — netelig, netelige. Hard to deal with, complicated.
- motivate /ˈmoʊ.tɪ.veɪt/ (werkwoord) — motiveren. To provide someone with an incentive to do something; to encourage; to actuate.
- proposal /pɹəˈpoʊzəl/ (zelfstandig naamwoord) — voorstel. A scheme or design.
- successfully /səkˈsɛs.fə.li/ (bijwoord) — met succes. In a successful manner; with success; without failing.
- worker /ˈwɝ.kɚ/ (zelfstandig naamwoord) — arbeider, arbeidster. One who works: a person who performs labor for a living; traditionally, especially, manual labor.
- skill /skɪl/ (zelfstandig naamwoord) — bekwaamheid, vaardigheid. A capacity to do something well; a technique, an ability, usually acquired or learned, as opposed to abilities that are regarded as innate.
Phrasal verbs die je zult horen
- deal with (werkwoord) — behandelen. To handle verbally or in some form of artistic expression; to address or discuss as a subject.
- stand for (werkwoord) — staan voor. To mean; to symbolize; to represent; especially of an acronym or abbreviation.
Uitspraak om op te letten
- De klanken “sh” en “zh”: establish /ɪˈstæb.lɪʃ/, presentation /ˌpɹɛzn̩ˈteɪʃn̩/, reassure /ˌɹi.əˈʃʊɹ/
- Lange woorden — let op de klemtoon: apologize /əˈpɑləˌd͡ʒaɪz/, successfully /səkˈsɛs.fə.li/
Zo oefen je met deze video
- Luister de hele video één keer zonder te spreken en noteer de woorden die je niet kent.
- Begin op 0,75× snelheid, spreek zin voor zin na en ga terug naar normale snelheid zodra het makkelijk gaat.
- Neem jezelf op en vergelijk met het origineel; let daarbij op woorden als complaint, script, apologize.
Wat is de Shadowing-techniek?
Shadowing is een wetenschappelijk onderbouwde taalleermethode die oorspronkelijk is ontwikkeld voor professionele tolkentraining en gepopulariseerd door polyglot Dr. Alexander Arguelles. De methode is eenvoudig maar krachtig: je luistert naar native Engelse audio en herhaalt het onmiddellijk hardop — als een schaduw die de spreker volgt met slechts 1–2 seconden vertraging. In tegenstelling tot passief luisteren of grammaticadrills, dwingt shadowing je hersenen en mondspieren om echte spraakpatronen tegelijkertijd te verwerken en te reproduceren. Onderzoek toont aan dat het de uitspraaknauwkeurigheid, intonatie, ritme, verbonden spraak, luisterbegrip en spreekvaardigheid aanzienlijk verbetert — waardoor het een van de meest effectieve methoden is voor IELTS Speaking-voorbereiding en echte Engelse communicatie.