问答

1. I'm so excited because my mom said she will pay for my thirteenth birthday party. So I want to plan something big and expensive. Can you help me?

2. My birthday is in the summer and I'm afraid it will be hot. How can you help to make my guests more comfortable?

3. And I'm not sure if my friend's parents will come. But if they do, what sitting options do you have to make them comfortable?

4. My friends love music too. What services related to music you can offer?

5. How affordable are the food options?

6. My mom will have to reserve everything because it's her money. How can she contact you?

“黄金三句”——“接！化！发！”

针对考官的每一个问题，要先根据提问，“接住”问题，给出一个大致的回答，然后用具体信息直接回答问题，化解疑问；最后补充一句善意的祝福、安慰、保证、期望、赞许等。即接住提问，化解问题，发挥回答，所谓“接！化！发！”是也。

第一句：

It's my great pleasure, sir/madam. How can I help you?

Yes, certainly, Sir. Here is the right place for you.

Yes, of course, Sir. We have what you're looking for here. （产品销售类）

Yes, of course, Madam. You have come to the right place.

Thank you for your question.  实在没办法，拖时间用。

第二句：

We're professional in providing ...（服务、产品）and have all kinds of ...（所问具体产品）(sizes, styles, programs)you can choose from.

第三句：

I'm sure you'll have an unforgettable experience. （服务类）

You'll be quite satisfied with our service.

I hope you will enjoy your stay. （酒店）

Our products are of top quality with reasonable price and enjoy a good reputation in the world. （产品类）

Our products will meet all of your needs with competitive price. You can count on us.

1、关于公司业务、产品、服务范围等大概提问

——I want to.../ I'm looking for ..., but I have no idea. Can you help me?

1)宴会、培训设计类 ——Of course, my great pleasure, sir. You've come to the right place. We're professional in planning all kinds of .... I'm sure you'll have an unforgettable experience. Do you have any other specific requirements?

I strongly recommend that you should have a try.

2)旅行社——Yes, certainly, sir. Our travel agency is professional in this field and enjoys a good reputation among our guests. We have a lot of travel plans for you to choose. Would you like to take a seat and discuss about the details?

3)酒店—— Of course, Madam. Here is the right hotel for you. We are professional in providing all kinds of rooms and suites.  I hope you will enjoy your stay. It will be totally unforgettable.

2、关于价格

——How much is it?/ How much do I have pay for ...?

——Thank you for asking.

       Thank you for your interest in our product\our company.

1) Well, it will cost you .... 

2) The price varies from class to class, and it starts from XXX.

3) It is $100 each. If you buy in large number, we can offer you a discount. I'm sure you'll be satisfied with that.

（对方嫌贵）

I know it seems like a little bit expensive, but we guarantee it will be worth every penny you pay.

Every single penny you spend deserves its value. It totally pays off.

3、产品故障维修

——What should I do if it doesn't work?

1) Usually it never happens. I can assure you of its quality. But if it unfortunately doesn't work, please don't hesitate to let us know. We'll take good care of it. You can get a new one or get your money back at once within the warranty. Anyway, customer satisfaction is our top priority. You really don't need to worry.

2) Generally speaking, It will be ok. But if it really doesn't work, we can send a technician to you and have a check at once. Please don't worry about that.

4、后期如何联系

—— How can I contact you?

1)Well, sir. There are several ways for you to contact us. Here is our telephone number. You can call us anytime; or you can visit our website or send us an e-mail; In addition, you can come to our office in person. If you have any question, please feel free to let us know. We are always ready to help you.

2)Well, you can just call us at the telephone number or send us an e-mail. For further information, please visit our website or scan the QR code. And if you like, you can come to our office directly. We are always looking forward to helping you.

1、关于某电视机的频道设定是否容易

Definitely sir, it cannot be easier. Setup is the last issue you need to concern. It's auto-scanning, by which I mean, all you have to do is just turn it on and hold on for seconds, it will automatically scan for the signals and get you free-to-view channels as well as analog television. Just super easy! 

2、客户想要在晚上6点亲自登门拜访，但却已过办公时间

6:00 PM? Ugh, I am terribly sorry sir. We work Monday to Friday from 9:00 AM to 5:00 PM.  So I am afraid you wouldn't make it if you drop by at 6:00 PM. Anyhow, you can still contact with us through email and phone call.

3、客户不想佩戴安全帽

Yes madam, your hair is gorgeous, and I know people love to keep their hair cool while skating. But I'm afraid you gotta wear a helmet. The rules are there for a reason.

4、客户不想共用卫生间

I don't want to share the bathroom with my son, because he is just too filthy. Is there any way to solve the problem?

Aha, now I see why my father always refuses to share his bathroom with me as well. Umm, I have to take care of my dirty pants and socks next time. Well, anyhow, you don't have to worry about it at all in our hotel, because there are two separate bathrooms in the suite.

1. What does good customer service mean to you?

According to me, good customer service means ensuring that my customer leaves my office (or ends the conversation over the phone) satisfied with my service, without escalating the problem to my seniors.

2. How would you deal with an extremely irate customer?

I understand that the customer is irate because we didn't live up to our promise, so I would be very polite and ensure that he/she understands that I empathize with him/her, along with finding a quick solution to the problem.

3. Why do you think you are suitable for a customer service position?

I am suitable for this post because I understand that at times we may go back on our word, either intentionally or unintentionally, leading to mass customer dissatisfaction. I have been a part of that crowd too, which is why I would like to deliver one hundred percent customer satisfaction to those who come with their woes.

4. What kind of customer would you like to approach? A satisfied customer, a doubtful customer, or an irate customer?

I would like to approach the irate customer, because of the challenge the situation presents. Attending to a satisfied customer will not give me the chance to understand how good (or bad), I am at my job.十

5. Under what circumstances would you escalate the customer's query or problem to your supervisor or boss?

I don't think there would be a need to escalate a matter, but considering dire straits, then it would be only in the case where the customer out-rightly refuses to speak to me, due to a prior bad experience while he/she was lodging a complaint with us.

6. If a customer shows up with a complicated problem five minutes before you are to leave for the day, what would you do?

I would politely tell the customer that we are closing for the day, and that he/she could visit/call us the next day. But if they insist on it being urgent, I would smile and say I am happy to help them, along with being firm with regard to the timings the next time they have a problem.十

7. If you are faced with a technical product query or difficulty that you aren't well-versed with or confident about, what would you do?

I would ask the customer if he/she would be kind enough to hold the line while I transfer their call to a technical expert, since they would be able to help the customer better.

8. Do you think you have the ability to maintain your cool during a call where the customer is firing you with abusive language?

A customer chooses to abuse only when his/her needs have not been met by us, even after continued efforts to seek help in resolving the matter. Hence, the problem is ours. So I would totally understand their plight.

9. If a customer provides you with severely negative feedback or stinging criticism about your service or product, how would you take it?

I would take it with a positive attitude so that I can better myself for my next customer. After all, I am here to provide one hundred percent customer satisfaction. If I am not doing a good job, someone has to tell me, and who better than a customer to help me understand my raw attributes? 

10. Do you believe in the statement that the 'Customer is the king'; what does it mean to you?

Yes, I do. If we don't derive feedback from our customers, there's no way we can analyze how good our product/company is doing. Our business would not evolve if we do not have customers catering to our field. In order to develop a good customer base, it would be my duty to give them all they want with regard to answers, services, and whatever else they would like to include in the list.