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[学习培训] 急问！大家如何回答申请以下客服工作的问题？ [复制链接]

yrtogether

草鞋族

发表于 2008-12-30 17:00 |显示全部楼层

此文章由 yrtogether 原创或转贴，不代表本站立场和观点，版权归 oursteps.com.au 和作者 yrtogether 所有！转贴必须注明作者、出处和本声明，并保持内容完整

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

铜靴族

发表于 2008-12-30 17:20 |显示全部楼层

此文章由夜游神原创或转贴，不代表本站立场和观点，版权归 oursteps.com.au 和作者夜游神所有！转贴必须注明作者、出处和本声明，并保持内容完整

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

铜靴族

发表于 2008-12-30 17:27 |显示全部楼层

回复 1# 的帖子

此文章由夜游神原创或转贴，不代表本站立场和观点，版权归 oursteps.com.au 和作者夜游神所有！转贴必须注明作者、出处和本声明，并保持内容完整

@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

Do My Best!! 把梦实现走到海的最遥远!!!!!