跟讀練習: TOP 3 CUSTOMER SERVICE INTERVIEW QUESTIONS & ANSWERS! - 通過影片學習英語口語
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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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interview 3
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為什麼要通過這個影片練習口語？
本影片提供了三個非常重要的客戶服務面試問題及其答案，非常適合英語學習者進行口語練習。在準備面試的過程中，瞭解如何回答這些問題可以幫助你提升自信，改善你的英語口語能力。通過模仿和練習影片中的對話，你不僅可以增強表達能力，還可以提高與客戶溝通時的應變能力。這種英語口語練習的方法特別適合那些準備雅思口語的學習者，因為它涵蓋了實用的專業術語和表達方式。
語法與表達在情境中的運用
- 使用條件句：在回答如何處理困難客戶時，面試者提到會“假如客戶有問題會詢問他們”，這展現了使用條件句的方法，幫助加強邏輯性。
- 有效聽力技巧：表達中提到的“我會傾聽客戶”，展示了重要的傾聽技巧，這對在客戶服務中的溝通至關重要。
- 道歉技巧：提到“如果公司有錯，我會毫不保留地道歉”，這種表達讓面試者能表現出專業度和責任感。
- STAR技巧：在談論超越客戶期望的經歷時，提到使用了STAR技巧，這幫助組織了回答的結構，提高了表達的清晰度。
常見發音陷阱
在影片中，有一些單詞和短語可能對英語學習者來說發音較為困難。例如，“customer service”與“complaint”的發音要特別注意，可以通過英語影子跟讀的方式去模仿。在練習時，務必關注不同的重音和語調，這樣才能在真實交流中更加自然。此外，對於某些常用的服務類詞彙，進行反覆練習可以幫助你更自信地表達自己，避免由於發音錯誤而導致的誤解。
結合這些內容，利用shadowing site進行跟讀練習，將極大地提升你的口語流利度。通過反覆練習上述示例，你將在客戶服務領域的面試中脫穎而出。快來試試這些實用的技巧吧！
什麼是跟讀法？
跟讀法 (Shadowing) 是一種有科學依據的語言學習技巧，最初開發用於專業口譯員的培訓，並由多語言者Alexander Arguelles博士普及。這個方法簡單而強大：您在聽英語母語原聲的同時立即大聲重複——就像是一個延遲1-2秒緊跟說話者的影子。與被動聽力或語法練習不同，跟讀法強迫您的大腦和口腔肌肉同時處理並模模擬實的講話模式。研究表明它能顯著提高發音準確性，語調，節奏，連讀，聽力理解和口語流利度——使其成為雅思口語備考和真實英語交流最有效的方法之一。