What are the interview skills of customer service specialists? Many job seekers fail in interviews with customer service specialists because of lack of experience or nervousness. The following are the interview skills of customer service specialists I have compiled for you, hoping to help you!
What are the interview skills of customer service specialists? 1 1. Pay attention to the instrument.
First of all, the customer service specialist should pay attention to his appearance and dress when interviewing. Generally speaking, customer service personnel represent the image of the company. No matter what kind of customers you face, you need staff to answer customers' questions patiently and enthusiastically. Wear some more formal clothes as far as possible. Ladies should wear light makeup, smile when speaking and answering questions, and don't have too many emotional fluctuations. If you feel nervous and anxious, take a deep breath and clear your mind. In addition, you can slow down your speech appropriately, enunciate as clearly as possible, and the language is easy to understand, which will leave a good impression on the interviewer. In addition, a low profile, as a customer service staff, is to solve the practical problems of customers and have a proper attitude to face the work.
2. Strong psychological quality
Secondly, when interviewing a customer service specialist, the interviewer may examine the job seeker through practical matters, or let the job seeker solve some difficult customer problems on the spot. At this time, when he seeks responsibility, he must show his strong psychological quality, have enough professional quality, and can't show any impatience or bad tone. Pay attention to your own way of speaking. Of course, we can't generalize. Without a center, you should be able to solve problems practically, instead of avoiding important problems. You must have your own unique method and ability to handle things, and you can convince people in the shortest time, so that you can get opportunities more easily.
3. Be familiar with the company's products and business.
Finally, before the customer service specialist interviews, job seekers must have a certain understanding of the company's products or business. Only when they know the company's products like the palm of their hand can they better introduce them to customers and solve problems effectively. Of course, they should also show their sincerity and attitude in the interview.
What are the interview skills of customer service specialists? 1. Common interview questions for customer service positions are 10.
1. What do you think is the most important thing for a qualified customer service?
Analysis: customers abuse me thousands of times, and I treat customers like first love. For customer service positions, buying hundreds of consultants every day is bound to have some wonderful things happen. Therefore, patience has become an essential element of customer service.
2. As Taobao customer service, how do you deal with the problem of after-sales return?
Analysis: This question depends on the operation process. Generally speaking, the answer is relatively fixed. You can answer this way: if it is for personal reasons, you can only apply for a return for seven days without reason, and it will not affect our store. If you apply for other reasons, you need to look at the chat record. Why do you want to apply for this refund? If it is inconsistent with the actual situation, you need to refuse. If the price is wrong, you need to refuse!
3. List one or two of the most difficult customers or after-sales situations you have encountered, and tell me how you solved them?
Analysis: Like the first question, the reason why the interviewer asks the job seeker this question is to understand the coping strategies of the candidate for tricky customers, so as to determine whether the candidate meets the recruitment needs of his position.
4. What was your probation salary in your last company? What is the official company? How long did it take from trial to official?
Analysis: There is a trap here. It is suggested that the salary during the probation period should not be too low, otherwise your salary in the new company will be similar to the original one. But be realistic and don't talk too high. Because high salary is directly proportional to your customer service ability.
5. As customer service will bring great pressure, how do you relieve the pressure?
Analysis: As a customer service staff, we should learn to transfer pressure quickly. Everyone has different ways to decompose stress. There are several commonly used methods: (1) Try to keep smiling (even if the customer can't see it), try to slow down your breathing, keep your tone steady, choose appropriate sentences, and let yourself focus on the solution to the problem rather than the attitude of the customer. (2) When the customer is rude, let yourself stand still for a few seconds and have a drink.
6. What do you think of the position of customer service in Taobao shop operation?
Analysis: When answering such questions, you can say: "Customer service is the core of a Taobao shop, including customer data collection, potential customer mining, service, product inspection and customer relationship maintenance."
7. If you are a customer service worker, what job do you think is good?
Analysis: Taobao customer service, like traditional industry customer service, requires practitioners to strictly abide by certain workflow. Therefore, when answering such questions, we can start with setting standards and training.
Second, the problems in the customer service interview.
(a) no work experience
1, introduce yourself.
2. Why did you choose to be Taobao customer service?
3. Be familiar with Taobao.
There are many people in our interview. How can you prove that you are the best, or how can you convince me that choosing you is right?
(2) Those with work experience.
1, when you encounter customer abuse and personal attacks, what kind of mentality will you face?
2. What is the difference between online shop customer service and other customer service?
3. What do you do when customers question the quality of goods?
Customers make many demands, such as counter-offer, asking for gifts, asking for postage, etc. And still pestering you to sell it to him. How did you solve it?
5. Why did you leave your previous company and why did you choose us?