一般而言,外企在招聘客户服务人员时,会从以下三方面来考查应聘者是否胜任客户服务职位:①客服技能:考察应聘者是否具备较强的沟通能力、说服能力、分析和解决问题能力等;②客服知识:考察应聘者是否拥有与客户服务工作相关的各类知识,譬如公司产品或服务、电脑技术、数据处理等知识;③其他相关素质:考察应聘者是否具备抗压能力、工作动力、服务意识、耐心和细心、适应能力、团队合作能力、学习能力等。以下分别阐述这三方面的面试问题以及面试技巧:
参考问题:
· Why should we hire you for this Customer Service Role?.
How well do you work under pressure?.
How would you deal with an angry client/customer?
.Give me an example of when you went the extra mile for a customer?
· If you had to decline an urgent request from a client what would you do?
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