A: Service is a major contributor to customer satisfaction. It is just as important as, or maybe even more important than cost. If a customer isn’t receiving a level of service that meets or exceeds his or her expectations, that customer wouldnt be a customer for very long. In addition, that customers experience with your company may affect how potential customers in the marketplace view your company. People do talk and share information. This may affect not only profits but future sales as we
ll. In many instances service may be the one thing that distinguishes a company from the competition. A bad reputation for service may compromise a company’s position in the marketplace.
50问：告诉我某次你遇上一个怒气冲冲的客人的情形。你是怎样处理这种尴尬场面的？
答：我在电话公司的顾客服务部时经常会接触到一些怒气冲冲的顾客。发生这种事情时，我尽可能心平气和地与顾客交流，目的是为了让顾客以公事公办的态度来处理事情，且重点是解决问题，大多数时候我能处理好问题，使顾客满意。不过我印象特别深的是一次顾客在电话里用脏话骂人，我尽力保持平静且不让我个人的感受融入这种情景，我不理会那些粗言秽语，我只是对之作了一些记录，继续尽力地帮助他。可他仍是骂个不停，所以，我礼貌地叫他稍后再打电话来找我们的经理。因为在那种情况下，我知道我是没办法解决这个问题了。在许多情况下，当别人发脾气或心烦意乱时，你如何反应是很重要的，特别是在服务业里你的反应尤为重要。面试官在寻找能证明你有能力从事大量接触公众的工作的证据。举出一次你遇上的麻烦，而你又是如何解决问题的例子。你回答时应举例说明你的成熟态度、你的交际能力和洞察别人的需要和感受的能力。
Q: Tell me about a time when you had to deal with an irate customer. How did you handle the situation?
A: My customer service position at the telephone company involved dealing occasionally with irate customers. When that happened, I’d try to talk in calm, even voice, in order to get the person to respond in a businesslike manner and focus on trying to resolve the situation. Most times I was able to rectify the problem and pacify the customer, but I remember one incident in particular in which the caller became verbally abusive. I tried to remain calm and professional and not to let my personal feelings enter into the situation. I didnt respond to the abuse, I just made a note of it and continued to help the customer as best I could. When the abuse persisted, however, I politely asked him to call back and ask for my manager, because at that point I knew I couldnt resolve the problem.
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