Практика Shadowing: CUSTOMER SERVICE MOCK INTERVIEW QUESTIONS & ANSWERS | How to PASS a Customer Service Interview! - Изучайте разговорный английский по видео
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In this training lesson, I am going to teach you how to pass a customer service interview.
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I am going to give you a mock interview.
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This is the best way to prepare for any customer service interview.
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So if you are applying for any customer service job role, please make sure you stay tuned because I am here to help you.
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It has been proven that those candidates who conduct a mock interview before the real thing significantly improve their chances of success.
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Now, once we have worked through this mock interview,
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you can then download my full set of 50 customer service mock interview practice questions and answers.
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And the link to download this fantastic resource is in the top comment below this video.
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My name is Richard McMunn.
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I have been a hiring manager and recruitment expert for more than 30 years,
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and I have an unrivaled track record of success of helping people get hired.
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Today, it is your turn.
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Don't forget to subscribe and please hit the like button.
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I really do appreciate your support.
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So I will cover the following three things in this lesson.
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Number one, I will display on the screen in front of you the
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types of questions you will be asked during your customer service interview.
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Number two, I will then give you four answer options and you have to choose the one you believe is correct.
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There are 10 questions you need to work through
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and I want you to get 10 out of 10
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so you can then go on to your real customer service interview and score with the highest scores possible.
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And then finally, number three, I will explain the correct answer and why it is the best choice.
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So, for example, during your customer service interview, you will have to answer the question, why do you want to work in customer service?
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So here are four answer options.
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Which one would you choose for your answer?
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Answer option number one, would you say, I want to work in customer service because the pay is fairly good and there is job security?
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or would you choose the second answer option B
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because I get lots of job satisfaction from serving others
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and making their experience pleasurable and memorable
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or would you choose C I want to work in customer service
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because it's a good entry-level job role where I can gain valuable workplace skills
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or would you choose D I want to work in customer service
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because this position with your company is close to where I live believe it
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or not the majority of people respond with answer option D, because this position is close to where I live.
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Do not say that in your customer service interview.
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The correct answer is, of course, B.
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I want to work in customer service
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because I get lots of job satisfaction from serving others and making their experience pleasurable and memorable.
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The key to answering this question is to say you get lots of job satisfaction from serving others.
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That is the best answer you can give.
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Write it down and say that during your customer service interview.
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Okay, so now it's your turn to try some mock interview questions under timed conditions.
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Please post your answers to questions 1 through to 10 in the comment section below the video
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and I will mark them for you.
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Thank you very much indeed.
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Here we go.
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Question number one.
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What's the definition of great customer service?
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Tell me your answer in the comments.
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Would you choose A, serving customers?
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B, smiling and being welcoming and positive even when you don't feel like doing it?
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Would you choose C, being available to answer a customer's questions or queries?
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Or would you choose D?
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The definition of customer service is consistently meeting and exceeding customer expectations through friendly,
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professional, responsive and reliable support that builds trust, satisfaction and long-term loyalty.
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Now on the right hand side of the screen there is a seven second timer.
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I will give you seven seconds to answer each question in the comments.
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So post your answer in the comments.
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Here is your seven second timer.
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Brilliant.
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Well done.
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Move on to question two.
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What's the first thing you should say to a customer who enters a store?
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Which answer will you choose?
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A, B, C or D?
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A. Hello.
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What are you looking for today?
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Would you choose B?
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Hello, just to let you know the sale items are at the back of the store.
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Would you choose C?
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Hello, welcome to say the store's name.
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How can I help you today?
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Or would you choose D?
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Say nothing.
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Wait for the customer to speak to you first.
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Tell me your answer in the comments.
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Here is your seven second timer.
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And you can see how answering these questions is great preparation for your customer service interview.
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Question three, what is the best way to respond if a customer is rude to you at the start of an interaction?
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Answer option A, I'm very sorry you're having a frustrating experience.
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How can I help you today?
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Would you select B?
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There's no need to be rude.
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Answer option C.
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If you continue speaking to me like that, I won't help you. Or D.
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Ignore the customer's attitude and walk away.
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Tell me your answer in the comments.
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Here is your seven second timer.
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brilliant well done question number four how quickly should customer service
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emails be responded to this is a difficult one answer option
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a within one week provided the issue is not urgent b only after all phone calls
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and face-to-face inquiries have been dealt with would you select c
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at the end of the working week after all tasks are complete and when there is more time to reply properly?
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Or would you select D?
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As quickly as possible, but certainly no longer than 24 hours.
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Here is your timer.
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Fantastic question.
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Number five is when dealing with a customer complaint, what is the first thing you should do?
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Answer option A, get your manager.
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Answer option B, listen carefully to the customer's concerns.
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Answer option C, tell the customer how you will resolve the issue or D, ask the customer to submit their complaint in writing.
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If you get this correct, I will be very impressed.
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Tell me your answer in the comments.
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Here is your timer.
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And by the way, only one of those answer options is correct.
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What would you do first when dealing with a customer complaint?
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Question six.
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A customer asks you a question about a product, but you are unsure of the answer.
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What should you do?
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A. Tell the customer you will find the correct information and get back to them with an accurate answer.
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B. Guess the answer to avoid keeping the customer waiting.
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C. Tell the customer they can look up the information online themselves or answer option D. Be honest.
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Say that you don't know the answer and then move on to the next customer.
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Tell me your answer in the comments to question six.
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Well done.
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You are making brilliant progress.
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Four more to go before we tackle the answer.
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Seven.
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A customer calls to say they haven't heard back about a complaint they submitted
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because the colleague handling it is now on leave.
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What should you do?
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Answer option A.
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Politely tell the customer to call again when your colleague returns from leave.
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B. Apologize but explain that it is not your responsibility because another colleague was dealing with it.
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C. Ask the customer to submit the complaint again from the beginning and then you will deal with it once you have time.
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Or D, take ownership of the issue, apologize for the delay, review the complaint, and ensure it is resolved to their satisfaction.
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Here is your seven-second timer.
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Well done.
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Three more to go.
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Question number eight.
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Once you have successfully resolved a customer complaint, what should you do next?
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Answer option A.
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Ask your manager for another task.
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B. Share any lessons learned with your team to help prevent similar issues in the future.
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C. Immediately move on to serving the next customer without reviewing what happened. Or D.
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take a break because dealing with complaints can be exhausting.
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Tell me your answer in the comments.
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Only one of these is correct.
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Here is your timer.
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Fantastic question number nine.
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What is the most important skill for someone working in customer service?
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A. Working quickly at all times.
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B. Being able to sell products.
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C. Communication and active listening?
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Or D, being a great team player.
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Only one of those is correct.
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What is the most important skill?
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Here is your seven second timer.
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And final, question number 10, before we look through the answers, what is the best way to build customer trust?
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A, promise things you can't guarantee.
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B, always agree with the customer, even when they are wrong.
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C. Be honest, reliable, professional and keep your promises or D.
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Offer discounts every time.
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Tell me your answer in the comments, A, B, C or D.
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Brilliant work.
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Well done.
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Now, we will start to work through the correct answers.
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I want you to tell me how many you scored correctly out of 10.
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And I will explain why each answer is the correct one.
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Now, before I do that, if you want to download my full set of 50 customer service mock interview questions and answers,
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you can click that link in the top right hand corner of the video and go through to my website, passmyinterview.com.
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That is a brilliant resource that comes with lots of extra bonuses that will help you get hired.
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Okay, let's work through the answers together.
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Let me know how many you scored correctly out of 10 in the comments below the video.
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Thank you very much.
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Question number one, what's the definition of great customer service?
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The correct answer is D, consistently meeting and exceeding customer expectations through friendly,
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professional, responsive and reliable support that builds trust, satisfaction and long-term loyalty.
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The aim of great customer service is to build long-term loyalty
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so customers come back to the business time and time again
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and that saves the company money on having to advertise for new customers.
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Number two, what's the first thing you should say to a customer who enters a store?
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C. Hello.
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Welcome to Say the Store's Name.
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That's important.
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How can I help you today?
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Question number three.
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What is the best way to respond if a customer is rude to you at the start of an interaction?
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Never take anything a customer says to you personally.
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Always be calm and professional and friendly.
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Turn the situation around.
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So you should say A.
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I'm very sorry you're having a frustrating experience.
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How can I help you today?
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Question number four, how quickly should customer service emails be responded to?
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Now, there is only one correct answer, D, as quickly as possible, but certainly never any longer than 24 hours.
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Have you ever sent an organization or company an email and you don't get a response for maybe two to three days?
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That is really poor customer service.
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Respond to them as quickly as possible or customers will go elsewhere.
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Question number five.
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When dealing with a customer complaint, what is the first thing you should do?
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The correct answer is listen carefully to the customer's concerns.
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That is very important.
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You don't get your manager.
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You listen to the customer's concerns.
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Use active listening skills, nodding to show you are paying attention and then ask questions.
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So the best structure to use, and this is great for your interview, by the way, is called the last structure for dealing with customer complaints.
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L-A-S-T.
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L stands for listen to the customer.
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A stands for ask questions.
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S stands for solve the complaint for the customer to their satisfaction.
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And T stands for thank the customer for being a customer and for being patient while you deal with the complaint.
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Question number six.
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A customer asks you a question about a product, but you are unsure of the answer.
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What should you do?
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A. Tell the customer you will find the correct information and get back to them with an accurate answer.
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now someone has said to me before
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when i've asked a question about a product in a store
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that i can look up the information myself online
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that is not the thing to say choose a all the
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time question seven a customer calls to say they haven't heard back about a complaint they submitted
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because the colleague handling it is on leave what should you
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do only one of these is correct d you must take ownership of the issue,
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apologize for the delay, review the complaint and ensure it is resolved to their satisfaction.
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You do not say to the customer, can you call again when your colleague returns?
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Do not say that.
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Eight, once you have successfully resolved a customer complaint, what should you do next?
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This is very important.
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This question features all the time during customer service interviews.
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B, share any lessons learned with your team to help prevent similar issues in the future.
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That is very important.
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Question nine.
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What is the most important skill for someone working in customer service?
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Now, lots of people will get this incorrect, but the correct answer is C, communication and active listening.
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You must be a good listener to customers.
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Ask them questions.
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Be a positive, friendly communicator.
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It's the best skill you can have.
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Question 10.
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What is the best way to build customer trust?
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Be honest, reliable, professional, and always keep your promises.
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If you say to a customer, I will call you back with an answer to your question, make sure you call them back as soon as possible.
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Don't leave them waiting or ignore them.
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And offering discounts can be a good way to build customer trust, but it generally does not lead to long-term loyalty.
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If you are honest, reliable, professional, and you keep your promises, customers will come back all the time.
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So tell me in the comment section how many you scored correct out of 10, and then you need to get this resource.
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You can have this in your inbox within two minutes from now.
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Here's what you will get when you download this package.
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You will get my full set of 50 customer service mock interview questions and answers.
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We have only covered a fifth of what's contained in this brilliant package.
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You will get another 40 sample questions that will help you prepare for your customer service interview.
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You will also get my unique 21 best answers to tough customer service interview questions.
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I will also give you the customer service interview scoring sheet.
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I will tell you how you will be assessed during your customer service interview.
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I will also give you a fantastic answer to the first question, tell me about yourself, that is easy to remember.
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So I will give you an answer for experienced candidates and inexperienced candidates who are applying for their first ever job role.
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And you will also get my 17 best questions to ask at the end of your customer service interview.
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I recommend you choose three questions from the list of 17.
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These questions, all of them, will impress the interviewer.
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And this pack comes with my get hired guarantee.
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That means if you use it and you don't get offered the job, I will refund your payment.
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There is no risk whatsoever.
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my name is Richard McMunn it's been an absolute pleasure teaching you don't forget to subscribe hit the like button
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and you can also connect with me on LinkedIn I have
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put my LinkedIn link in the description below the video thank you very much for watching
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and for listening don't forget to get
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that pack it is formidable it will help you get hired thank you for watching have a wonderful day
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Лексика и советы по произношению к этому уроку
Этот урок разговорной практики уровня B1 построен на видео «CUSTOMER SERVICE MOCK INTERVIEW QUESTIONS & ANSWERS». Чаще всего повторяются слова: customer, answer, interview, correct, complaint. В этом видео 257 предложений и 2687 слов для шедоуинга. Речь длится 18:18. Говорящий держит ровный темп — около 147 слов в минуту, удобный для шедоуинга. 87% слов входят в 3000 самых частых слов английского языка, поэтому лексика простая. Вопросов здесь 43 из 257 предложений, так что это хорошая тренировка вопросительной интонации и коротких ответов.
Ключевая лексика этого видео
Самые сложные слова из видео (15), с произношением и значением:
| Слово | Произношение | Значение |
|---|---|---|
| complaint существительное | /kəmˈpleɪnt/ | жа́лоба, недово́льство |
| timer существительное | /ˈtaɪmɚ/ | та́ймер, реле́ вре́мени |
| satisfaction существительное | /sætɪsˈfækʃən/ | удовлетворе́ние |
| mock глагол | /mɑk/ | подража́ть, имити́ровать |
| colleague существительное | /ˈkɒliːɡ/ | колле́га, сослужи́вец |
| resolve глагол | /ɹɪˈzɑlv/ | реша́ть, реши́ть |
| reliable прилагательное | /ɹɪˈlaɪəbl̩/ | надёжный |
| loyalty существительное | /ˈlɔɪəlti/ | ве́рность, лоя́льность |
| submit глагол | /səbˈmɪt/ | подчиня́ться, подчини́ться |
| apologize глагол | /əˈpɑləˌd͡ʒaɪz/ | извиня́ться, извини́ться |
| rude прилагательное | /ɹuːd/ | гру́бый, неве́жливый |
| frustrate глагол | /ˈfɹʌsˌtɹeɪt/ | разочаровывать, обламывать |
| pleasurable прилагательное | /ˈplɛʒəɹəbəl/ | прия́тный |
| unsure прилагательное | неуве́ренный | |
| exceed глагол | /ɪkˈsiːd/ | превосходи́ть |
Фразовые глаголы, которые вы услышите
| Слово | Произношение | Значение |
|---|---|---|
| look up глагол | /ˌlʊk ˈʌp/ | улучша́ться |
| come back глагол | возвраща́ться, возврати́ться |
Фразы, которые стоит повторять
Короткие законченные фразы из видео, которые пригодятся в повседневном разговоре:
- Which one would you choose for your answer?
- What's the definition of great customer service?
- Which answer will you choose?
- What are you looking for today?
- How can I help you today?
Грамматика в этом видео
Конструкции, которые говорящий использует чаще всего, с точными словами из видео:
| Конструкция | В видео |
|---|---|
| Условные предложения if + предложение, will/would + глагол — условие и его результат | If you get this correct, I will be |
| Present Perfect have/has + причастие прошедшего времени — прошлое действие, важное сейчас | has been proven · have worked · have been |
| Пассивный залог be + причастие прошедшего времени — важно, что происходит, а не кто это делает | has been proven · will be asked · be responded |
| Совет с «should» should + глагол — сказать, что стоит сделать | should say · should customer · should do |
Произношение, на которое стоит обратить внимание
Говорящий использует 18 сокращённых и редуцированных форм, например don't, haven't, I'm. Произносите их коротко, так, как слышите.
- Звуки «sh» и «zh»: satisfaction /sætɪsˈfækʃən/, pleasurable /ˈplɛʒəɹəbəl/, expectation /ˌɛk.spɛkˈteɪ.ʃən/, interaction /ˌɪn.təˈɹæk.ʃən/, preparation /ˌpɹɛpəˈɹeɪʃ(ə)n/
- Длинные слова — следите за ударением: satisfaction /sætɪsˈfækʃən/, apologize /əˈpɑləˌd͡ʒaɪz/, pleasurable /ˈplɛʒəɹəbəl/, expectation /ˌɛk.spɛkˈteɪ.ʃən/, consistently /kənˈsɪstəntli/
Звуки, трудные для русскоязычных:
- /w/ — губы округлены, это не /v/: query /ˈkwɪɹ.i/, whatsoever /ˌ(h)wʌtsoʊˈɛvɚ/, workplace /ˈwɝkˌpleɪs/, inquiry /ɪnˈkwaɪ(ə)ɹi/
- Звонкие согласные в конце слова — не оглушайте их: colleague /ˈkɒliːɡ/, resolve /ɹɪˈzɑlv/, apologize /əˈpɑləˌd͡ʒaɪz/, rude /ɹuːd/, responsive /ɹɪˈspɑn.sɪv/
Как заниматься с этим видео
- Прослушайте всё видео один раз молча и выпишите незнакомые слова.
- Повторяйте предложение за предложением на обычной скорости, пока ваш ритм не совпадёт с ритмом говорящего.
- Запишите себя и сравните с оригиналом, обращая внимание на такие слова, как complaint, timer, satisfaction.
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.