Prática de Shadowing: TOP 3 CUSTOMER SERVICE INTERVIEW QUESTIONS & ANSWERS! - Aprenda a falar inglês com o 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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Por que praticar a fala com este vídeo?

Praticar a fala por meio de vídeos como este é uma excelente maneira de aprender inglês com youtube. O contexto de atendimento ao cliente apresentado no vídeo fornece uma oportunidade ideal para aprimorar suas habilidades de comunicação, especialmente em situações desafiadoras. Ao ouvir e repetir as respostas recomendadas, você não apenas aprende novos vocabulários e expressões, mas também ganha confiança para lidar com perguntas difíceis em entrevistas de emprego. Além disso, a prática de shadowspeak permite que você se acostume com o ritmo e a entonação do inglês falado, o que é crucial para se tornar um falante mais fluente.

Gramática e Expressões em Contexto

  • Estrutura "would" para situações hipotéticas: O uso de "would" é comum para descrever como você lidaria com um cliente difícil. Por exemplo, "I would listen to the customer" mostra uma atitude proativa e educada.
  • Uso de perguntas abertas: Expressões como "I would ask them questions to get to the bottom of their complaints" ajudam a demonstrar habilidades de escuta ativa e a importância de compreender a perspectiva do cliente.
  • Técnica STAR (Situação, Tarefa, Ação, Resultado): Esta técnica é mencionada como uma estratégia eficaz ao responder a perguntas sobre experiências passadas, ajudando a estruturar suas respostas de maneira clara e concisa.

Armadilhas Comuns de Pronúncia

Ao praticar a pronúncia com o material do vídeo, preste atenção a algumas palavras e frases que podem ser particularmente desafiadoras. Palavras como "customer" e "complaint" podem ser difíceis para falantes não nativos, especialmente por causa das consoantes e do ritmo da fala. Além disso, a entonação ao responder perguntas no contexto de serviço ao cliente deve ser clara e controlada. Afinar sua capacidade de reconhecer e usar essas nuances da pronúncia pode melhorar sua fluência e compreensão na prática de shadow speech.

Utilizar o método shadowspeaks ao repetir o que ouve no vídeo é uma ótima maneira de internalizar essas estruturas e expressões. Ensayar frequentemente esses elementos não só solidificará seu aprendizado, mas também aprimorará sua confiança ao falar inglês em situações reais.

O que é a Técnica de Shadowing?

Shadowing é uma técnica de aprendizado de idiomas com base científica, originalmente desenvolvida para o treinamento de intérpretes profissionais. O método é simples, mas poderoso: você ouve áudio em inglês nativo e repete imediatamente em voz alta — como uma sombra seguindo o falante com 1-2 segundos de atraso. Pesquisas mostram melhora significativa na precisão da pronúncia, entonação, ritmo, sons conectados, compreensão auditiva e fluência na fala.

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