2-2難題這樣答！
“這種情況,你會怎么做??”——讓面試官看到你的服務(wù)精神

翻開就用!對方可能會這樣問:

What would you do?你會怎么做?
服務(wù)業(yè)的工作者最重要的就是要喜歡與人溝通往來,并避免與顧客發(fā)生糾紛,所以在服務(wù)業(yè)的面試中,最常問到的問題是當(dāng)顧客抱怨時,應(yīng)聘者會怎么應(yīng)付。這種問題的形式通常是:What would you do?(你會怎么做?)

開口就說!你可以這樣回答
遇到這種問題怎么辦呢?你必須讓面試官看到,你在這種假設(shè)狀況下會盡可能簡易地向顧客說明情況,并且顯露出同感(empathy)。如果顧客之間即將產(chǎn)生沖突,則該扮演緩沖(buffer)或者仲裁人(arbitrator)的角色。

另外,同時有不同顧客提出要求時,先后順序的決定方法也是常見的考題。這種問題怎么回答呢?一定要記得,如果遇到兩個不同國籍的人在爭吵,本地員工并非只對本地顧客服務(wù)就好,也得服務(wù)外國人士才行,所以可別偏心地回答說要先服務(wù)本地顧客。反過來,也別說會先服務(wù)外國顧客,說出個兩邊都能兼顧的方法最為完美。

遇到 What would you do? 這種假設(shè)性的問題,要用 would 來回答。would這個詞在和“假設(shè)”有關(guān)的情境中非常好用,面試的時候很適合拿來說“假設(shè)自己”順利錄取,會怎么做。

開口就能說的面試實戰(zhàn)應(yīng)用句
下頁起有許多讓你在面試時可以對答如流的參考例句。記得〔〕內(nèi)的詞句要隨著你自己的狀況更換,別傻傻全部都照著念了。
1. I like to interact with all kinds of different people.我喜歡與各種不同的人互動。
2. I believe that pleasing people comes naturally to me.我相信讓人們快樂滿足是我的天職。
3. I would show empathy.我會表現(xiàn)出同感。
4. I would listen to their complaints carefully and sympathetically. 我會細(xì)心地、同情地齡聽他們的抱怨。
5. I would explain the situation as clearly as possible.我會盡可能地清楚講清狀況。
6. Showing empathy is one of the most important things when you are trying to comfort others.表現(xiàn)出同感是安撫別人心情的主要方法之一。
7. I would apologize sincerely.我會誠摯地道歉。
8. I would apologize as politely as I can.我會盡可能有禮貌地道歉。
9. I would explain the regulations as gently as I could and help the customers understand the situation in a professional way.我會盡可能溫和地講解規(guī)定，并專業(yè)地幫助顧客了解情況。
10. I would do my best to keep the two parties from arguing.我會盡我所能避免兩者產(chǎn)生沖突。
11. I would offer drinks to both parties so theywould calm down a bit.我會向兩方提供飲料，讓他們冷靜一下。
12. I would be the bridge between foreign [attendants] and Chinese [passengers].我會在外籍[服務(wù)員]和中國[旅客]間擔(dān)任溝通橋梁。
13. I would always greet customers with a big smile. 我會一直面帶笑容迎接顧客。
14. I am very interested in interculturalcommunication, and hope to gain more experience as [a flight attendant].我對文化交流非常有興趣，希望能獲得更多擔(dān)任[空服員]的經(jīng)驗。
15. I believe that my customer service experiencewould help me to work well in your company.我相信我在服務(wù)業(yè)的經(jīng)驗?zāi)茏屛以谀銈児竟ぷ鞯煤芎谩?script type="text/javascript" src="https://res.hjfile.cn/pt/vendor/hjplayer.js">

開口請別這樣說!NG回答小專欄?
NG-1 If two of my customers started fighting, I would report to my supervisor immediately. 如果我有兩個顧客開始打起來,我會趕快去向我的主管報告。

顧客打架確實是要和主管報告,但必須自己先稍微安撫雙方,確認(rèn)一切安全無虞后再去找主管。若一出事就找主管,不能展現(xiàn)你的臨場反應(yīng)能力,不要讓面試官覺得你沒有處理事情的能力。

NG-2 If a foreign customer had problems, I would direct them to another colleague. 如果遇到外國顧客有問題,我會叫他去找別的同事。
遇到無法回答的問題,的確是要請別的同事幫忙沒錯,但在面試中直接說出來,面試官只會覺得: 事情都要同事解決,那我們雇你干嘛?

NG-3 If an argument started between a foreign customer and a local customer, I would naturally side with the local customer. 如果外國顧客和本地顧客吵起來,我自然會站在本地顧客那一邊。
既然是服務(wù)業(yè),外國人也要服務(wù)到才行,別讓他們對我們留下不好的印象。

NG-4 If an argument started between a foreign customer and a local customer, I would try to help the foreign customer. 如果外國顧客和本地顧客吵起來,我會試著幫助那個外國顧客。

你不想被面試官認(rèn)為崇洋媚外吧!遇到這種情況,應(yīng)該是要出面調(diào)停, 而不是幫助任何一邊。
你可以改說：
I will try to understand the problems and the situation, and put the reputation of the company in my foremost considerations.我會先理清問題與狀況,以維護(hù)公司形象為最優(yōu)先考慮。

NG-5 If a customer were angry with me, I would argue with him for the company’s sake. 如果有顧客對我生氣,我會為了公司和他爭論。

能維護(hù)公司的利益不是壞事,但 argue 這個詞是爭吵的意思,而非據(jù)理力爭 ,建議避免這個詞,更委婉一點。
你可以改說：
If a customer were angry with me, I would try to understand where his dissatisfaction came from in a calm and rational way without compromising the company’s interests. 如果有顧客對我生氣,我會平靜而理性地試著了解他的不滿是 從何而來,且不損害公司的利益。