透析外企如何回答客服职位面试问题

[外企面试是怎么进行的]不少的应届生都会把求职的方向转向了了外企，但是当你准备面试的时候，就会发现外企面试其实没那么简单的，都是采用英语的模式进行。很多外企在当面的面试之前会有一个电话英语面...+阅读

在招聘客户服务人员（下文简称“客服”）时，外企主考官通常会从以下三方面来考察应聘者是否胜任这一职位：①客服技能。主要考察应聘者是否具备较强的沟通能力、说服能力、分析和解决问题的能力等。②客服知识。主要考察应聘者是否具备与客服工作相关的各类知识，包括公司的产品与服务、电脑技术、数据处理等。③其他相关素质。

主要考察应聘者是否具有抗压能力、适应能力、团队精神、学习能力、工作动力、服务意识等。笔者就针对以上这三个方面进行一一分析，并提供相应的面试参考问题和回答。客服技能通常而言，客服人员的工作主要涉及如下内容：分析客户的需求和满意度，处理客户的投诉，提高客户忠诚度，管理客户信息等。其中，处理客户投诉和提高客户忠诚度是客服人员工作的核心内容，对客服人员的客服技能提出了较高要求。

应聘者在回答与客服技能相关的问题时，要尽量表现出自己具备良好的沟通能力、说服能力以及分析和解决问题的能力。下面来看一道与客服技能相关的面试题。 Q: How will you handle a customer complaint on the phone？应答思路：应聘者在回答这一问题时应把握一个重要思路：无论客户多么愤怒或无礼，客服人员都要保持和善的态度，耐心、专业地处理客户的投诉。

具体来说，应聘者在作答时可以强调如下四个方面：①在接听客户电话时保持微笑。②了解客户所反映的问题，向客户致歉，并向客户表明自己能够体会他（她）此刻的心情。③耐心倾听客户所抱怨问题的详情，做好记录，尽量不要让客户重述问题。④为客户提供具体的解决方案，并详细说明该问题会如何解决以及何时解决。⑤感谢客户致电，再次向客户道歉。

First of all, I will smile as I answer the phone. Our customers can't see my smile, but they can “hear” my smile. Then, once I'm told the problem, I will apologize and acknowledge their feelings, prepare to help, and convey my personal empathy. Next, I will listen carefully to the details of the complaint and take notes about them, and make sure that the customers won't have to repeat themselves. After that, I will either provide a resolution, or promise that I or a senior staff member will get back to them at a specific time with a solution to the problem. Finally, I will thank them for calling; apologizing again for any inconvenience they've experienced. 其他与客服技能相关的常见面试问题如下： ☆ Describe a situation where you had to calm down a very angry customer. ☆ Describe a situation where you had to change your approach because your first attempts to persuade a customer failed. ☆ Tell me about a time when it was particularly difficult for the caller to explain the problem to you. How did you reach an understanding of the issue？ ☆ What steps did you take when you found out that a problem was a result of inefficient service by your company or colleagues？ ☆ If given a chance to make or recommend a change in the company's operational practices (with respect to improving customer satisfaction), what would you suggest？客服知识客服人员由于需要应对客户提出的各类问题，因而除了具备如何与客户打交道的客服技能外，还需要掌握丰富的专业知识，包括公司的产品与服务、电脑软件应用、数据和信息处理、行政管理程序、客户管理程序等相关知识。

应聘者在参加面试之前，应尽可能多地了解上述各类知识。下面来看一道与客服知识相关的面试题。 Q: How much do you know about Customer Relationship Management (CRM)？应答思路：应聘者在回答这一问题之前，应首先对客户关系管理（CRM）的概念有所了解，然后可以结合自己对这一概念的理解来举例回答问题。CRM的核心内容是不断完善企业销售、营销、客户服务和支持等与客户关系有关的业务流程并提高各个环节的自动化程度，以便缩短销售周期，降低销售成本，扩大销售量，增加收入与盈利，抢占更多市场份额，寻求新的市场机会和销售渠道，最终从根本上提升企业的核心竞争力，使企业在激烈的竞争中立于不败之地，同时使企业最大程度地提高客户满意度及忠诚度，发掘并牢牢地把握住能给企业带来最大价值的客户群。

CRM, or Customer Relationship Management, is a company-wide business strategy designed to reduce costs and increase profitability by solidifying customer satisfaction, loyalty, and advocacy （拥护）. It also helps a company manage customer relationships in a more organized way. For example, a company might build a database about its customers that describes relationships in sufficient detail so that the management, salespeople and customer service staff of the company could directly access information, match customer needs with product plans and offerings, remind customers of service requirements, know what other products a customer purchased before, and so on. 其他与客服知识相关的常见面试问题...