Tài liệu Chăm sóc khách hàng ( Customer Service ) doc

Câu lạc bộ Giám đốc nhân sự
- Trụ sở: CT4.1001, Đô thị Sông Đà - Mỹ Đình, Từ Liêm, Hà Nội
- Điện thoại: 04. 7855518 - Fax: 04. 7855518
- Website: www.cpoclub.net - Email:

Phỏng vấn vi trí chăm sóc khác hàng Customer Service
Stt English VietNamese
1
What are the steps involved in successfully
handling an irate customer?
Your steps should include listening to the
customer, letting the customer vent,
identifying the problem, trying to solve the
problem, and following-up with the
customer.
2
What does good customer service involve?
3
Tell us about how you have handled a
dissatisfied customer in the past.
4
Tell us about your experience in dealing
with the public.
The more public or customer contact the
better. Include a situation where you
provided exemplary service.
5
A citizen becomes irate because his permit
application cannot be found. How will you
handle the citizen?
6

A salesperson comes in to talk to your boss
without an appointment. How will you
handle the salesperson?
7
What do you think your customers would
say about your work?
8
Give us an example of a situation you
handled exemplifying superior customer
service.
9
Tell us about a situation in which you dealt
with a customer and what you would have
done differently.
10
How would you handle a customer who
used abusive language?
11
Tell us about your experience in working a
public service counter.
12
A citizen calls in and states that one of your
Câu lạc bộ Giám đốc nhân sự
- Trụ sở: CT4.1001, Đô thị Sông Đà - Mỹ Đình, Từ Liêm, Hà Nội
- Điện thoại: 04. 7855518 - Fax: 04. 7855518
- Website: www.cpoclub.net - Email:

company's trucks ran over her mailbox.
How will you handle the citizen?
13

Name five criteria essential to establishing
effective service standards.
14
Name some of the criteria that may be
included in a citizen satisfaction survey.
15
What are some of the ways to measure
customer/user satisfaction?
16
What steps can you take to establish a
"customer first" attitude in the
organization?
17
In what ways can an organization transfer
a "customer first" attitude to the Internet?
18
Tell us about the customer service training
programs that you have implemented.
19
In what manner can business processes
reinforce customer service training?