Inexperienced customer service interview skills

The essential stage of job hunting is interview, which can be said to be the key to determine whether your job hunting is successful or not. So what interview skills do inexperienced customer service have?

Customer service interview skills 1. Pay attention to appearance and image.

The customer service specialist mainly answers the phone, so the image requirement is not particularly high, but as an interviewer, he should dress appropriately during the interview and leave a good impression on the interviewer.

Second, telephone communication skills

Customer service specialists communicate with customers by telephone in most cases, so they must understand telephone communication skills and precautions, including telephone communication etiquette and other matters. These knowledge points should be understood before the interview so that the interviewer can answer questions.

Third, be familiar with the customer complaint handling process.

Before the interview, the customer service specialist must master the routine customer complaint handling process and know how to handle customer complaints, which is also the job that the customer service specialist must know and the interviewer will definitely ask.

Fourth, customer service pre-sales consultation and answering skills

The customer service specialist must master the skills of how to turn the customer's consultation into the company's order, resume template, and answer the customer's questions. Every answer must be skillful and beneficial to the company. Don't talk nonsense Remember, the interviewer will ask questions in this regard.

Five, familiar with similar product knowledge

The customer service specialist should know the general product knowledge of similar products of the applicant company before the interview, so as to say that he has work experience in this field. Interviewers usually prefer to have work experience in similar products, which will give you extra points in the interview.

Customer service interview questions and standard answers 1. How will you deal with difficult customers?

Customer service is bound to meet different customers, especially difficult customers. When most difficult customers call the customer service at headquarters, they first ask to see the leader. At this time, they should show that they are the person in charge of this problem, establish a trust relationship with customers, and make customers willing to tell you about the unequal treatment they have encountered. At this time, it is necessary to show that we are standing in the position of customers and constantly use some communication skills to dispel the backlog of dissatisfaction in customers' hearts (such as listening to and recognizing customers)

In the process of communication, first understand the solutions that customers want, so that customers feel valued: for example, "What do you think is better to handle this matter?" Then put forward your solution, quickly and effectively solve the problem of customer complaints, and give a clear reply. Finally, I apologize on behalf of the company, thank customers for their support to our company, and will improve our work in the future.

This question is used to examine whether the interviewer can deal with customers' problems in an orderly and rational manner and effectively solve customers' problems, so as to turn complaining customers into loyal customers.

2. As customer service will bring great pressure, how to relieve the pressure so as not to affect your communication with customers?

As a customer service staff, you should learn to transfer pressure quickly. Everyone decomposes stress in a different way. There are several common methods:

During the call:

(1) Try to keep smiling (although 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 customer's attitude.

(2) When the customer makes rude remarks, you find yourself breathing thicker and speaking faster and louder. At this time, you should put your mobile phone in a "silent" state for a few seconds, take a sip of water, take a deep breath, adjust yourself to a normal state, and then start an active conversation.

End of call:

(1) Go to the window, have a look at the green outside, stretch, take a deep breath and drink some water.

(2) Learn to forget selectively, don't always play back some unpleasant processes in your mind, and drink some coffee properly. Coffee can free people from depression. After work: Reading, diet adjustment, exercise and sleep are all ways to relieve stress.