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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]

发表于 2008-12-30 16:00 |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!
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发表于 2008-12-30 16:20 |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~~~~~

发表于 2008-12-30 16:27 |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!!!!!

发表于 2008-12-30 16:30 |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
楼主估计有了面试机会来着吧~~~加油,加油~~~成败与否,都记得上来发布战果哦~~

退役斑竹

发表于 2008-12-30 16:38 |显示全部楼层
此文章由 kingkongfei 原创或转贴,不代表本站立场和观点,版权归 oursteps.com.au 和作者 kingkongfei 所有!转贴必须注明作者、出处和本声明,并保持内容完整
这种没有样本答案的,每个人的经历不同。有样本答案就不叫behavioural question了。

发表于 2008-12-30 17:14 |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
谢谢大家 积极的响应,大家一起加油!
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