Interview skills of customer service specialist

The service industry is a position to help others. First of all, you should be caring and sympathetic and willing to help others. Secondly, we must have a certain ability to resist pressure and know how to control our emotions. There is also the ability to deal with emergencies effectively and not to take them by surprise. The following small series has compiled the interview skills of the customer service specialist, welcome to refer!

1. Understand the work of customer service specialists.

This point is often mentioned by the examiner in the interview. If you don't even explain your basic job responsibilities clearly, it will be difficult to gain the trust of the examiner.

Customer service, in short, is customer service work (accepting customer consultation and helping customers solve their doubts), or refers to the organization that undertakes customer service work. Customer service can be divided into pre-sales service and after-sales service.

Pre-sales customer service specialist: mainly engaged in customer search, including telephone marketing, including network marketing, including family marketing and other actions that can create customers for enterprises.

After-sales customer service specialist: mainly deals with the problems reflected by your customers' users on the products provided by your company, including quality problems, including gift feedback from old customers, including product satisfaction and so on.

2, improve personal professional ability

Generally speaking, it is an examination of attitude and tone, and a summary of skills:

1, once you are nervous when answering interview questions, you may stutter or speak faster and faster, and your nervousness will increase. At this time, the best way is to deliberately slow down and let the words come out of your mouth one by one. Slow down and feel less nervous. You can also emphasize the ending pronunciation, speak slowly and loudly to relieve tension.

2. Do not harm the company's interests, but also stand in the customer's point of view to smooth the customer's dissatisfaction, because as a customer service staff, when you communicate with customers, you represent the company's image. One thing in general, speak kindly more, and the tone must be calm.

3, how to become an excellent customer service staff, first of all, you must be sure of yourself, you can do it, and then you will be recognized by customers, you are an excellent customer service staff.

4. It is your job to have a correct understanding of customer service. You should know that customer dissatisfaction and emotions are not aimed at you, but at your company and unit. If you can deal with customers' problems in a timely, effective and reasonable manner, customers will thank you and you will have a sense of accomplishment.

5. Be familiar with your own products and services, so as to know more clearly the causes of customers' problems. It can also help you find a solution to the problem faster.

3. Interview mentality is very important.

Some people think that customer service specialist is an outrageous job. Some interviewers will ask you your understanding of customer service during the interview to examine your attitude towards customer service. Interview mentality is very important, but your attitude towards work is more important. If you are really interested in the position of customer service specialist, let the interviewer know that you are interested in doing this job well, rather than choosing it at random.

First, when interviewing, let the interviewer know your interest in customer service, and you can explain your previous work experience or social practice.

Second, explain to the interviewer that you have a long-term plan to do this job, because the customer service position is relatively mobile.

Third, the customer first mentality. Because you will encounter many unreasonable demands and complaints from customers at work, you are required to have a customer-oriented mentality.

4. Possible interview questions

In customer service, you will often meet all kinds of customers, deliberately embarrass you, make things difficult for you, and even make your work impossible. The interviewer may ask you: How would you handle five customer complaints at the same time? Or: What will you do when you meet a difficult customer? This is not only to examine your ability to withstand pressure, but also to examine your ability to deal with emergencies.