急问！大家如何回答申请以下客服工作的问题？

yrtogether. · 发表于 2014-6-11 19:45:59

1。Tell us about a customer you have dealt who was being unreasonable. Describe the situation.
2。Why was this unreasonable? What did you do and say to deal with this customer?
3。What was the outcome/result of this situation
4。Tell us about a time when you have negotiated with a customer or co-worker to reach a successful
outcome? Describe the situation
5。How did you approach this situation? Why was it necessary to negotiate?
6。What was the outcome？
有没有样本答案啊！谢谢！

夜游神. · 发表于 2014-6-11 20:37:36

楼上去搜索一下“福州电信客服小姐”的录音
然后下载下来听一下就知道怎么回答咧~~~~~

夜游神. · 发表于 2014-6-11 22:07:23

@Listen Attentively
Give customers your immediate and full attention "This can make he/she feels its issue had been treated as important one"
Use positive body language
Encourage customers to talk
@Project a willingness to help
Be polite
Convey care in your tone of voice
Focus on what you can do
@Convey respect
Ask permission or suggest
Aavoid discounting