Customer service interview skills 1 customer service interview skills experience

What is customer service? What does customer service mainly do? Customer service is an industry with professional knowledge and good attitude, which is mainly based on telephone or door-to-door service. If you want the interviewer to be satisfied and recognized, you should pay attention to the following questions when applying for customer service to introduce yourself. If you understand the truth, you will be comfortable in the customer service interview.

The main job of customer service is to be scolded, accept and answer some questions that consumers have in product use or service. Most consumers come to customer service with emotions, so customer service has to bear language and even mental damage. Therefore, customer service should learn to adjust their mentality and know their own industry very well, so that you can solve customers' troubles and customers will apologize and thank them.

To be a customer service staff, you should be articulate, thoughtful, calm, gentle, practical, patient, helpful, strong in pressure resistance, good in psychological quality, confident and insightful.

Don't panic or get angry when customers complain. The first thing customer service should do is to understand the customer's problems. You can classify and summarize the problems in a table, so that you can clearly know where the problems are. And see if we can work it out. If you can't report to the leader, remember not to fool the customer by pretending to know. You represent the image of the company.

As we all know, administrative clerk is the hottest job, with low threshold and no pressure. Generally, college students who have just left school prefer administrative clerical work. What questions do you ask when applying for an administrative clerk? The following is a collection of questions and answers that administrative clerks must ask in the interview.

Interview questions and answering skills of administrative clerks

1. What are the basic qualities of a clerk? What are the daily expressions?

A: I think the basic qualities of administrative clerks are hard-working, flexible, meticulous and self-motivated. Daily expressions are:

When meeting: "Hello! Nice to meet you! " "What can I do for you? Is this your first time here? The road is hard to walk. "

When leaving: "Goodbye! See you tomorrow ","Have a nice trip, please give our regards to your family "and so on. "Please give us your valuable comments on our work." "Just a moment, please. I'll help you right away."

2. How to classify files? What is the standard?

There are three commonly used file classifications, which can be combined according to the actual situation in reality.

Annual classification: classification is based on the year when documents are formed and processed.

Organization classification: classified by internal organization.

Problem classification: classify according to the problems reflected in the document.

3. What is the specific job of a clerk?

The specific work of the administrative clerk includes reception, filing, document drafting, meeting organization, information work, office daily affairs, coordination and so on.

4. How to deal with the relationship with superiors and subordinates at work?

This belongs to the coordination part of the administrative clerk's work.

For superiors: administrative clerks should maintain the prestige and image of leading members in their work, respect leaders and actively cooperate with them; To maintain internal unity of the leading group, the work of asking for instructions or reporting should be carried out in strict accordance with the division of responsibilities of leading members, and no words, gossip or angry words that are not conducive to unity should be asked.

For subordinates: you can talk to each other; Express opinions on an equal footing, through consultation and in an exploratory tone, solicit each other's views and seek the best solution to the problem; Pass on your opinions to each other with a suggested attitude and humble language in order to achieve the purpose of coordination.

5. Talk about your personal work experience.

In the process of being an administrative clerk, I feel that the position of administrative clerk plays an important role in the operation of the company. As an administrative clerk, you should love your job, be conscientious, have the spirit of not being afraid of hardship and fatigue, and be willing to be an unsung hero. Be fair, be loyal to your duties, and strive to master all kinds of skills at work.

Interview questions of other administrative clerks

1. Please write down the departmental functions of the Administration Department.

2. How do you think to be a qualified administrator?

3. What do you think is the key to good communication?

Tell me about the time when you did extra work. Why do you have to take on so much extra work?

5. What is the main job of an administrative assistant?

6. Tell an experience that your boss assigned you a task that had nothing to do with your work. So you can't finish your work. How did you do that?

7. Do you think you are honest? Please give an example.

8. Can managers let employees do a certain job without any explanation? why

Customer service interview skills 3 1, dress. Telephone call-back specialists often communicate with customers and often represent the image of the enterprise. Therefore, professionalism should be reflected in the dress. Therefore, during the interview, job seekers can choose professional clothes. First, the position of customer service specialist gives people an image of customer first and harmony first, but it needs to avoid being too aloof and lacking in affinity. Shaoguan Jiayuan Recruitment Network advises female job seekers to avoid pink, because it will give people a feeling of vanity and frivolity.

2. Communication skills. When interviewing a customer service specialist, the last thing that can't appear is unclear speech and unsmooth expression. Once this happens, you may lose your job immediately. The responsibility of the customer service specialist is to communicate with customers. If you don't think clearly, it's hard to be qualified for this job. Therefore, in the process of communicating with the interviewer, try to show your communication skills, listen carefully to every question of the interviewer, and then clearly express it to the interviewer after thinking clearly. This is the most important point in the interview skills of telephone call-back specialists.

3. mentality. During the interview, some interviewers will ask you about your understanding of telephone call-back work, so as to examine your attitude towards customer service. Interview mentality is very important, but your attitude towards work is more important. If you are really interested in the position of customer service specialist, let the interviewer know that you are interested in doing this job well, rather than choosing it at random.

During the interview, job seekers should also show the interviewer the following points: First, your ability to withstand pressure. In customer service, you will often meet all kinds of customers, deliberately make things difficult for you, and even make your work impossible.

We should treat the interview correctly with a normal heart and be prepared for setbacks. Even if you fail in the interview, don't judge a hero by one failure. Have a correct evaluation of the employer and yourself, and believe that you are fully qualified for this job. "When you feel stressed, you might as well use the gap to find the shortcomings of the recruiter, such as clothes, speech and posture, so as to improve your psychological advantage. This will consciously or unconsciously enhance your self-confidence and make you feel much more comfortable when answering questions. Interview Skills 100 10 Interview Skills for Customer Service Positions.

Customer service alliance

Customer service is a special service post. Don't be impatient when there is a gap in the conversation with the other party. On the contrary, you will leave yourself room to think, be clear-headed, and let the other party feel that you are a calm person. Once you are nervous about answering questions, you may stutter or speak faster and faster, and your nervousness will increase. At this time, the best way is to deliberately slow down your speech and let the words spit out clearly one by one. Slow down and feel relaxed. You can also emphasize the ending pronunciation, speak slowly and loudly to relieve tension.

Customer service alliance

It can neither harm the company's interests, but also smooth the customer's dissatisfaction from the customer's point of view, because as a customer service staff, when you communicate with customers, you represent the image of the company. One thing in general, speak kindly more, and the tone must be calm.

If you have a book, do it> introduces relevant experience. How to become an excellent customer service staff, first of all, you must be sure that you can do it, and then you will be recognized by customers. You are an excellent customer service staff.

Customer service alliance

"Sometimes the customer's questions are very strange, and they all change during the meeting." This shows that you are inexperienced. Don't panic when things happen. You have to find out what the customer means first. Even if you can't solve the customer's problem now, you just need to find out what the customer means and help him solve the problem. If you can't solve it yourself, you can teach the supervisor. But don't talk about yourself, draw yourself, and don't give customers an ambiguous promise.

The so-called customer service staff is to make corresponding answers to the problems encountered by customers in the process of using products or receiving services. Maintain the normal sales of products or services. But most customers only call customer service when they encounter problems or get emotional. Customer service has become a punching bag and a place for customers to vent. Probably hurt by words. Even mental injury. The solution is:

Customer service alliance

1, you should have good psychological adjustment ability and adjust your emotions in time.

2. It is your job to correctly understand customer service. You should know that customer dissatisfaction and emotions are not aimed at you, but at your company and unit. If you can deal with customers' problems in a timely, effective and reasonable manner, customers will thank you and you will have a sense of accomplishment.

3. Be familiar with your own products and services, so as to know more clearly the reasons for customers' problems. It can also help you find a solution to the problem faster.

Mastering some customer service interview skills is particularly important for this position. After all, this is a special service industry, and everything you say represents the company. After reading the above customer service interview skills, are you more enlightened?

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Interview skills of customer service. Treat the interview correctly with a normal heart and be prepared for setbacks. Even if the interview fails for a while, don't use a failure to talk about heroes. Have a correct evaluation of the employer and yourself, and believe that you are fully qualified for this job. "When you feel stressed, you might as well use the gap to find the shortcomings of the recruiter, such as clothes, conversation, posture, etc., so as to improve your psychological advantage, which will enhance your self-confidence consciously or unconsciously.

Customer service is a special service post. You can't wait when there is a pause in talking to the other person. Instead, you will leave yourself room to think, clear your mind, and let the other person feel that you are a calm person. Once you are nervous about answering questions, you may stutter or speak faster and faster, and your sense of tension will increase. At this time, the best way is to deliberately slow down the speed of speaking and let the words come out of your mouth one by one, so as to slow down.

It can neither harm the company's interests, but also smooth the customer's dissatisfaction from the customer's point of view, because as a customer service staff, when you communicate with customers, you represent the image of the company. In a word, speak kindly and calmly.

If you have a book, do it> This article introduces relevant experience. How to become an excellent customer service staff, first of all, you must be sure that you can do it, and then you will be recognized by customers. You are an excellent customer service staff.

"Sometimes the customer's questions are very strange, and they all become hesitant when meeting." This shows that you are inexperienced. Don't panic when things happen. You must first understand the customer's meaning. Even if you can't solve the customer's problem now, you can teach the supervisor what you can't solve as long as you understand the customer's meaning and help him solve the problem. But don't talk about yourself, and you can't give your customers an ambiguous promise.

The so-called customer service staff is to make corresponding answers to the problems encountered by customers in the process of using products or receiving services, so as to maintain the normal sales of products or services. However, most customers only look for customer service when they encounter problems or are emotional. Customer service will first become a punching bag and a place for customers to vent. It is likely to be hurt by words or even mental injury. The solution is:

1, you should have good psychological adjustment ability and adjust your emotions in time.

2. It is your job to have a correct understanding of customer service. You should know that customers' dissatisfaction and emotions are not aimed at you, but at your company and unit. If you can deal with customers' problems in a timely, effective and reasonable manner, customers will thank you and you will have a sense of accomplishment.

3. Be familiar with your own products and services, so that you can know the causes of customers' problems more clearly and help you find a solution to the problem faster.

Customer service interview skills

Mastering some customer service interview skills is particularly important for this position. After all, this is a special service industry, and everything you say represents the company. After reading the above customer service interview skills, are you more enlightened?

Customer Service Interview Skills Question 5 1: How do you balance the relationship between customer needs and company goals?

Problem analysis: this question mainly examines the applicant's understanding of customer service work and whether he knows how to maintain the balance between customer needs and company goals. When answering this question, the applicant should understand one thing: find a balance between the company and its customers on the premise of ensuring the interests of the company.

Answer for example: I don't think there is obvious contradiction between customer needs and company goals. Customer service staff should be responsible for both the company's goals and the customers' needs, so I will give an answer after fully considering the requirements of customers beyond the company's goals. When I need to make a decision, I usually ask my superiors, while maintaining a high degree of professional integrity to my clients.

Question 2: I'm afraid your honest personality is not suitable for this position, because this job is dealing with difficult customers.

Question analysis: This question mainly examines the psychological endurance of candidates. Customer service receives a large number of customer complaints every day, and the attitude of customers is often not very polite. At this time, the mentality and self-discipline of customer service personnel are very important. There is no standard answer to this question, but your answer must meet the requirements of the position.

Answer for example: I am introverted because I am good at listening, just like I have been listening to your questions just now. I think listening is the only way to calm the anger of unruly customers. Besides, just because I'm good at listening doesn't mean I'm not good at words. When the customer's first wave of anger is exhausted, I will patiently explain to the customer, strive for his forgiveness and try my best to solve the problem for him.

Question 3: What would you do if you met a customer who kept complaining about your poor after-sales service?

Question analysis: This question mainly examines the applicant's understanding of "customer is God" and whether he will stick to his own principles. In the face of some difficult customers, although we should try our best to maintain the company's image, when necessary, customer employees should also adhere to their own principles and safeguard their dignity.

For example, I will explain to customers that our enterprise wants to be proud of product quality and excellent service. Then I will assure my clients that I will make every effort to improve this situation. Next, I will listen to his complaints, find out the root of the problem, and make necessary improvements to satisfy customers.

Customer service interview skills 6 self-introduction

About two minutes is appropriate, including but not limited to: name, education, campus activity experience, internship experience and feelings, hobbies, future work and development direction, understanding and views on the company you are applying for, and reasons for wanting to come to the company.

Frequently asked questions and answers of customer service positions

Why choose a customer service position?

Answer ideas: cheerful personality, good at listening. Customer service is a job to solve problems for customers, and you will have a sense of accomplishment after helping others solve problems.

What do you think of the customer service position?

What qualities do you think customer service needs?

Answer train of thought: Service industry is a job to help others. First of all, you should be caring and sympathetic and willing to help others. Secondly, we must have a certain ability to resist pressure and know how to control our emotions. There is also the ability to deal with emergencies effectively and not to take them by surprise.

What is your career plan in recent years?

Answer train of thought: start from the grassroots level and understand the specific business of the company. If the business is proficient and the performance is good, I believe the company will have development arrangements.

Would you please tell me your own advantages and disadvantages?

Answer ideas: advantages according to their own situation, it is best to cite small examples in life as evidence. Shortcomings can be said to be some unremarkable faults that most people have, or they can be said to be advantages in some jobs, such as obsessive-compulsive disorder, which can be made up.

Scene simulation:

How to solve the problem of XXX in customer consultation?

Answer train of thought: listen to the customer's questions-appease-tell the solution or the progress being solved-tell the estimated time of solution-apologize.

Do you have any questions about this position?

Answer: Be sure to ask questions, including but not limited to the company's business, work content or process, salary and benefits, etc. Suggest asking 1-2 questions.

Skills of overcoming stage fright in interview;

1, treat the interview correctly with a normal heart and be prepared for setbacks. Even if you fail in the interview, don't judge a hero by one failure.

2. Have a correct evaluation of the employer and yourself, and believe that you are fully qualified for this job. Confidence does not necessarily win, but no confidence will definitely lose.

3. Appropriately improve the clothing grade and dress neatly and generously, so as to change your image and enhance your self-confidence.

Take a few deep breaths before the interview, and your mood will definitely be much calmer and your courage will multiply.

5. When you meet the examiner, you should take the initiative to make friendly eye contact with each other to eliminate the tension. Try to establish an equal relationship with the recruiter in your mind. If you are scared and feel overwhelmed by the other person's momentum, you should summon up the courage to make eye contact with the other person, and then express your job search proposition after the tension is eliminated.

6. When you are nervous, you might as well laugh at yourself and tell your feelings, which will make you easier.

7. When you feel stressed, you might as well use the gap to find the shortcomings of the recruiter, such as clothes, conversation, posture, etc., so as to improve your psychological advantage, which will consciously or unconsciously enhance your self-confidence and make you more comfortable in answering questions.

8. Don't be impatient when talking to each other intermittently. On the contrary, you will leave yourself room to think, be clear-headed, and let the other party feel that you are a calm person.

9. Once you are nervous about answering questions, you may stutter or speak faster and faster, and your nervousness will increase. At this time, the best way is to deliberately slow down and let the words come out of your mouth one by one. Slow down and feel less nervous. You can also emphasize the ending pronunciation, speak slowly and loudly to relieve tension.

10. When you enter the examination room and meet the examiner, you may wish to say a few polite words loudly, and the tension will naturally disappear.

Customer service interview skills 7 customer service interview skills: interview mentality is very important.

Some people think that customer service specialist is an outrageous job. Some interviewers will ask you your understanding of customer service during the interview to examine your attitude towards customer service. Interview mentality is very important, but your attitude towards work is more important. If you are really interested in the position of customer service specialist, let the interviewer know that you are interested in doing this job well, rather than choosing it at random.

First, when interviewing, let the interviewer know your interest in customer service, and you can explain your previous work experience or social practice.

Second, explain to the interviewer that you have a long-term plan to do this job, because the customer service position is relatively mobile.

Third, the customer first mentality. Because you will encounter many unreasonable demands and complaints from customers at work, you are required to have a customer-oriented mentality.

Interview skills for customer service: possible interview questions

1, please introduce yourself?

Answer Tip: Most people answer this question too many times and only say their name, age, hobbies and work experience, which are all on their resumes. In fact, what enterprises want to know most is whether job seekers are competent, including: the strongest skills, the deepest knowledge field, the most positive part of personality, the most successful things they have done, the main achievements and so on. These can have nothing to do with learning, or they can be related to learning, but only by highlighting positive personality and ability to do things will enterprises believe it. Enterprises attach great importance to a person's manners. Job seekers should respect the examiner and say "thank you" after answering every question. Enterprises like polite job seekers.

2. What do you think is the greatest strength of your personality?

Answer prompt: calm, clear-cut, firm, tenacious, helpful and caring, adaptable, humorous, optimistic and friendly. After one or two years' training and practical project of Beida Jade Bird, plus internship, I am suitable for this job.

3. Tell me about your greatest weakness?

Answer tip: This question is likely to be asked by enterprises, and they usually don't want to hear what are the shortcomings of direct answers. If the job seeker says that he is narrow-minded, jealous, lazy, bad-tempered and inefficient, the company will definitely not hire you. Never be smart enough to answer "My greatest weakness is to pursue perfection too much". Some people think this answer will make them look better, but in fact they are already in jeopardy. Enterprises like job seekers to talk about their own advantages, add some minor shortcomings in the middle, and finally turn the problem back to advantages and highlight advantages. Enterprises like smart job seekers.

4. What do you think of overtime?

Answer tip: In fact, many companies ask this question, not to prove that you must work overtime, but to test whether you are willing to contribute to the company.

Answer sample: I will work overtime voluntarily if my job requires it. I am single now, I have no family burden, and I can devote myself to my work. But at the same time, I will also improve work efficiency and reduce unnecessary overtime.

Interview skills for applying for customer service: know what the customer service specialist does.

This point is often mentioned by the examiner in the interview. If you don't even explain your basic job responsibilities clearly, it will be difficult to gain the trust of the examiner.

Customer service, in short, is customer service work (accepting customer consultation and helping customers solve their doubts), or refers to the organization that undertakes customer service work. Customer service can be divided into pre-sales service and after-sales service.

Pre-sales customer service specialist: mainly engaged in customer search, including telephone marketing, including network marketing, including family marketing and other actions that can create customers for enterprises.

After-sales customer service specialist: mainly deals with the problems reflected by your customers' users on the products provided by your company, including quality problems, including gift feedback from old customers, including product satisfaction and so on.

Interview skills of applying for customer service: improving personal professional ability

Generally speaking, the interview skills of customer service specialists are a test of attitude and tone, and the skills are summarized as follows:

1. Once you are nervous about answering interview questions, you may stutter or speak faster and faster, and your nervousness will increase. At this time, the best way is to deliberately slow down your speech and let the words spit out clearly one by one. Slow down and feel relaxed. You can also emphasize the ending pronunciation, speak slowly and loudly to relieve tension.

2. Do not harm the company's interests, but also smooth the customer's dissatisfaction from the customer's point of view, because as a customer service staff, when you communicate with customers, you represent the image of the company. One thing in general, speak kindly more, and the tone must be calm.

How to become an excellent customer service staff, first of all, you must be sure that you can do it, and then you will be recognized by customers. You are an excellent customer service staff.

4. Understand customer service correctly. This is your job. You should know that the customer's dissatisfaction and emotions are not directed at you, but at your company and unit. If you can deal with customers' problems in a timely, effective and reasonable manner, customers will thank you and you will have a sense of accomplishment.

Be familiar with your own products and services, so as to know more clearly the reasons for customers' problems. It can also help you find a solution to the problem faster.

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