Практика Shadowing: CUSTOMER SERVICE Interview Questions & Answers! (How to PASS a CUSTOMER SERVICE Job Interview!) - Изучайте разговорный английский по видео
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Hi there, my name is Richard McMunn from the interview training website,
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PassMyInterview.com and in a second I am going to walk through this door and undertake a live customer service interview.
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So if you have a customer service interview coming up for any role or any organisation, make sure you stay tuned,
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watch the video from start to finish because I will teach you how to be the standout 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 I can then keep you updated with all the latest interview techniques, tips and top scoring answers.
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And please make sure you give the video a like because that tells me you find these tutorials useful.
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Thank you very much.
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Let's get in the room and pass the interview.
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Here we go.
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Come in.
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Hi there, my name's Richard.
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Hi Richard.
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Nice to meet you. And you.
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Pleased to meet you.
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Nice to meet you.
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This is it.
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Thank you very much.
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Welcome to the interview, Richard.
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My name's Andrew and this is my colleague, Joshua.
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Today, we're going to be interviewing you for this customer service position.
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So can you start by telling us about yourself?
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Yes, no problem.
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Well, first of all, thank you very much for giving me the opportunity to be interviewed for this customer service position today.
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I am a very positive, happy, caring and sociable person, and I enjoy helping other people.
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I genuinely enjoy working in customer service roles.
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I also have the skills and qualities that are a match for the job description.
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So I'm confident I can come into this role and get up to speed really quickly, which means you won't have to spend lots of time monitoring or supervising me.
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I have previous experience of working in customer facing roles.
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And I know the importance of customer service in any company.
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Customer service is vital if a company is going to be successful and also beat its competitors.
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I pride myself on being the type of person who is able to robustly deal with difficult situations and challenges.
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I can handle customer complaints in a competent manner and I will always follow company rules and procedures.
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I also believe that I'm very good winning over dissatisfied customers, and I will always try and upsell within the role to help increase company revenue.
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Finally, I recently completed an online customer service training course through the website udemy.com,
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so I have extra knowledge and up-to-date expertise that will help me excel within the position.
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What does customer service mean to you?
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Customer service means many things to me.
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Customer service means first and foremost going above and beyond what is expected.
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So you want to make all customers feel welcomed, valued and appreciated whenever they come into contact with the business.
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It would also be my responsibility from a customer service perspective
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to encourage customers to come back to your company time and time again.
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So essentially, they would become long term advocates of the business.
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And good customer service is about encouraging customers to recommend your company to their friends and family.
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And that helps you to save money from an advertising perspective.
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Customer service is also about constantly analyzing what you can do in your role to improve the customer service experience.
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Because it's important in customer service that you always meet the demands of your customers.
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And finally, customer service is about being consistent.
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You have to be constantly really good at what you do better than your competitors.
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And to achieve that, you have to be consistent and always look to improve look to improve.
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What skills and qualities are needed to work in customer service?
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There are numerous different skills and qualities needed to work in customer service.
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You need to be a competent and confident communicator.
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You need to be a really good listener because when you listen to the customer, it gives you information that helps you create and sell products and services that they need.
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You need to be a believer in the company brand because if you are passionate about the brand, it makes it easier for you to upsell.
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You need to be a positive role model when representing the company.
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And you also need to be willing to go above and beyond what is required and also be flexible and adaptable.
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So if you need to help out the company at short notice, you should be willing to do that.
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You also need to be knowledgeable, most importantly, on company procedures,
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especially in respect of the complaints process that the company wants you to follow in your role.
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Thank you.
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How would you deal with a customer complaint?
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Whenever I were dealing with a customer complaint, I would first of all listen to the customer.
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That's really important and you need to show them that you are genuinely listening and paying attention.
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I would ask them questions to get to the bottom of the issue
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and the quicker you can get to the bottom of the problem, the better.
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I would apologize quickly if the company was at fault.
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I would be genuine in my apology and I would then put a plan of action in place,
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a process for resolving their complaints and I would agree that process with the customer.
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So I would confirm with them that they were happy with my plan of action.
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I would then take decisive action to resolve the complaints.
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I would keep the customer updated
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and I would follow up with them to make sure that they were happy once the resolution had been completed.
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And Finally, whenever dealing with a customer complaint,
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I would look to learn from the situation and share any feedback I had with the remainder of my team.
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Thank you.
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What's the best customer service you've ever received?
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I would say the best customer service that I've ever received was through Amazon.
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So several weeks ago, I placed an order online and the order was going to be delivered the following day.
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When the next day came, I received a notification on my smartphone to say the product had been delivered when in fact it hadn't.
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Now, naturally, I was disappointed with this.
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So I went online to make a complaint.
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Now, this is where Amazon's customer service really impressed me.
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So the complaints procedure was seamless.
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It was really easy to use.
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And I was able to quickly speak to a customer service agent.
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When I was explaining to the customer service agent what had happened,
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they were genuine in their apology and it seemed like they really wanted to put things right quickly for me.
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So they found the order within seconds, they apologized, they did not question the genuinity of my complaint and they immediately dispatched a new product.
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And I liked the fact that the complaints procedure was quick, the customer service agent was knowledgeable and they really cared about giving the right level of customer service.
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And I learned a lot from that experience, how important it is to always focus on the customer and do what they want you to do.
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Thank you.
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Okay, next question.
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How would you deal with an angry customer?
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Whenever dealing with an angry customer, I think it's important to not take what they are saying personally.
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You have to always focus on creating a successful resolution.
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So I would not take anything they said personally, and I would listen to them.
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And while they were speaking, I would show them that I was paying attention and genuinely caring about their situation.
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I would also give the customer time to vent because by allowing them to vent their frustrations, it helps make them feel listened to and valued.
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Whenever the time was right, I would ask them questions because I would want to get to the trigger point.
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What was it that has happened that has made them feel angry?
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Because then that information then enables me to put a plan of action in place to resolve it.
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I would show empathy and understanding whilst dealing with the angry customer.
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I would be confident though and resilient whilst dealing with them.
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I would put a plan of action in place.
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I would quickly resolve any issues that they had and I would learn from the process.
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So my aim would be at all times to win them over and get them to be a happy customer.
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Thank you.
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Why should we hire you?
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I believe you should hire me for several reasons.
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The first reason is I have a good level of business acumen.
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So I understand you are investing in this role and I need to give you a good return on that investment.
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And that will be achieved by consistently offering outstanding customer service to your customers.
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You should also hire me because you won't have to constantly monitor or supervise me moving forward.
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And I am also a very fast learner.
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I am able to follow rules and procedures, and I am also flexible and adaptable.
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So if you need me to come into the company to help out at short notice, then I will do.
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Finally, you should hire me because I'm really good with people.
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I'm sociable.
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I can build connections with people.
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I am also open to change, and I will also always take care of my ongoing professional training and development.
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Thank you.
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Okay.
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Thank you, Richard.
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That's the end of the interview.
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We'll be in touch shortly with the result.
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So, I hope you enjoyed that tutorial that teaches you how to pass a customer service interview.
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Now, if you would like to accelerate your learning even further, click that link right now in the top right-hand corner of the video,
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head through to my website,
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PassMyInterview.com, And you can download my full set of 21 top-scoring 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 help make you be the standout candidate during your customer service interview.
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Finally, don't forget to hit the SUBSCRIBE button so I can keep you updated with all the latest interview tips,
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strategies and top-scoring answers.
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do give the video a LIKE because that motivates me to create more content for you.
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And don't forget to connect with me on LinkedIn.
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I have put my LinkedIn link in the description below the video.
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It's always good to connect with like-minded professionals such as yourself.
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Thank you so much for watching and I wish you all the best for passing your interview.
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Have a brilliant day.
Контекст и фон
В этом видео Ричард МакМун делится ценными советами о том, как успешно пройти собеседование на должность в сфере обслуживания клиентов. Он представляет себя как уверенного и позитивного человека, который стремится помочь другим и знает важность качественного обслуживания клиентов для успеха любой компании. С учетом его опыта и обучения, Ричард предлагает ценные уроки для тех, кто готовится к собеседованию и желает выделиться среди других кандидатов.
Топ-5 фраз для ежедневного общения
- “Я рад возможности пройти собеседование на эту должность.” — Эта фраза демонстрирует вашу признательность и интерес к вакансии.
- “Я получал опыт в работе с клиентами.” — Подключите примеры ваших предыдущих работ, чтобы иллюстрировать свой опыт.
- “Обслуживание клиентов означает идти на шаг дальше.” — Подчеркните ваше понимание важности качественного обслуживания.
- “Я способен справляться с трудными ситуациями.” — Убедите работодателя в вашей способности решать конфликты.
- “Я недавно завершил онлайн-курс по обслуживанию клиентов.” — Покажите, что вы постоянно развиваетесь и улучшаете свои навыки.
Пошаговое руководство по теневой речи
Чтобы улучшить произношение английского, вы можете использовать метод shadowspeak. Этот метод включает повторение фраз на слух, что помогает учить английский с YouTube более эффективно. Вот пошаговый план:
- Слушайте видео несколько раз. Обратите внимание на интонацию и произношение.
- Выберите ключевые фразы. Используйте перечисленные выше фразы для начала.
- Повторяйте за спикером. Старайтесь как можно точнее копировать его произношение.
- Записывайте себя. Это поможет вам оценить ваше развитие и заметить области для улучшения.
- Практикуйтесь регулярно. Регулярное использование метода shadow speak позволит вам стать более уверенным в разговорной речи.
Вы можете использовать этот shadowing site, чтобы находить больше ресурсов и видео для практики.
Что такое техника Shadowing?
Shadowing — это научно обоснованная техника изучения языка, изначально разработанная для подготовки профессиональных переводчиков и популяризированная полиглотом доктором Александром Аргуэльесом. Метод прост, но эффективен: вы слушаете аудио на английском от носителей языка и немедленно повторяете вслух — как тень, следующая за говорящим с задержкой в 1–2 секунды. В отличие от пассивного прослушивания или грамматических упражнений, Shadowing заставляет мозг и мышцы рта одновременно обрабатывать и воспроизводить реальные речевые паттерны. Исследования показывают, что это значительно улучшает точность произношения, интонацию, ритм, связную речь, понимание на слух и беглость речи — что делает его одним из самых эффективных методов для подготовки к IELTS Speaking и реального общения на английском.