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面試題：職業(yè)技能改進(jìn)
問：如果事情不按你所計(jì)劃的發(fā)展，你又如何重新部署呢？
答：我開始想像有可能出現(xiàn)的最壞結(jié)果，然后找出能避免那糟糕結(jié)果出現(xiàn)的
預(yù)防措施。這樣做之后，我通常都能取得和原定目標(biāo)不相上下的結(jié)果。我前面敘
述的那個(gè)培訓(xùn)例子就是證明。
描述曾經(jīng)出現(xiàn)的困難迫使你改變?cè)瓉淼挠?jì)劃，但你還是達(dá)到了預(yù)期的目的。
你是否得到別人的協(xié)助支持才能實(shí)現(xiàn)這個(gè)目標(biāo)的？吃一塹，長(zhǎng)一智，你以后又是
如何預(yù)見困難的呢？
Q:How do you regroup when things haven't gone as planned?
A:I start by trying to imagine the worst possible outcome;then I back
up and identify precautions I can take to avoid that scenario.In this way
I usually end up with a result close to the original goal.The training
example I described earlier is proof of that skill.
問：在你目前的工作中，你是如何對(duì)工作任務(wù)的輕重緩急排序并用什么措施
來處理的？
答：我的辦法就是每天一大早就首先處理兩大客戶的事務(wù)。這樣，如果有什
么問題出現(xiàn)的話，即使最挑剔的顧客也被照顧得很好。說明你是如何收集資料、
如何預(yù)見困難和如何應(yīng)付壓力的。敘述一下你的一些個(gè)人工作習(xí)慣，這些習(xí)慣能
使你按輕重緩急的次序去安排工作且又能避免管理過細(xì)或運(yùn)作停滯。幾年來，有
什么方法使得你能越來越好地把握時(shí)間？
Q:How have you prioritized or juggled your workload in your current
job?
A:I juggle by working only on my two major accounts early in the
day.That way,if interruptions occur,my most critical customers are taken
care of.
問：說說在最近的一份工作里，你是怎樣改進(jìn)職業(yè)技能的。
答：最令我驕傲的是我對(duì)數(shù)據(jù)庫技術(shù)的應(yīng)用。例如，在我們的郵寄服務(wù)里，
過去對(duì)郵件進(jìn)行人工分類需花費(fèi)幾天的時(shí)間，現(xiàn)在通過快速的特征搜索法只需五
分鐘就完成了。
描述一下為了提高工作效率而提高了工作技能。一些典型的例子有可能包
括：學(xué)會(huì)一個(gè)新軟件的應(yīng)用、參與專業(yè)研討會(huì)或者參加成年人學(xué)習(xí)班。
Q:Describe a professional skill you ve developed in your most
recent job.
A:I'm most proud of my new skills in applying database technology，
for example,in our mailing services.What used to take us days of manual
sorting now takes five minutes through a quick search feature.
問：為什么服務(wù)是一個(gè)如此重要的問題？
答：服務(wù)是令消費(fèi)者滿意的重要因素。它和成本一樣重要甚至比成本更重要。
如果顧客得不到他所期望的或更好的服務(wù)，他就不會(huì)是你公司的回頭客了。此外，
這個(gè)顧客在你的公司的體驗(yàn)會(huì)影響市場(chǎng)上大批顧客對(duì)你公司的看法。
人們肯定會(huì)相互交流信息。這不僅影響效益，也影響將來的銷售。在很多場(chǎng)
合，服務(wù)能成為一個(gè)公司有別于其競(jìng)爭(zhēng)者的原因之一。信譽(yù)差的服務(wù)會(huì)使一個(gè)公
司在市場(chǎng)上的地位大打折扣。
面試官想斷定這個(gè)人選是否懂得對(duì)顧客的服務(wù)能在市場(chǎng)上樹立積極形象的
重要性，以及顧客服務(wù)質(zhì)量對(duì)新銷售業(yè)務(wù)的影響。出色的顧客服務(wù)能極大地幫助
建立長(zhǎng)期客戶關(guān)系及促進(jìn)業(yè)務(wù)的運(yùn)轉(zhuǎn)，這是盈利公司的生命線。公司的客戶關(guān)系
越長(zhǎng)久，公司的盈利可能性就越大�！ �
Q:Why is service such an important issue?
A:Service is a major contributor to customer satisfaction.Just as
important as,or maybe even more important than,cost.If a customer isn
t receiving a level of service that meets or exceeds his or her
expectations,that customer wouldn't be a customer for very long.In
addition,that customer s experience with your company may affect how
potential customers in the marketplace view your company.People do talk
and share information.This may affect not only profits but future sales
as well.In many instances service may be the one thing that distinguishes
a company from the competition.A bad reputation for service may compromise
a company s position in the marketplace.
問：告訴我某次你遇上一個(gè)怒氣沖沖的客人的情形。你是怎樣處理這種尷尬
場(chǎng)面的？
答：我在電話公司的顧客服務(wù)部時(shí)經(jīng)常會(huì)接觸到一些怒氣沖沖的顧客。發(fā)生
這種事情時(shí)，我盡可能心平氣和地與顧客交流，目的是為了讓顧客以公事公辦的
態(tài)度來處理事情，且重點(diǎn)是解決問題，大多數(shù)時(shí)候我能處理好問題，使顧客滿意。
不過我印象特別深的是一次顧客在電話里用臟話罵人，我盡力保持平靜且不讓我
個(gè)人的感受融入這種情景，我不理會(huì)那些粗言穢語，我只是對(duì)之作了一些記錄，
繼續(xù)盡力地幫助他�？伤允橇R個(gè)不停，所以，我禮貌地叫他稍后再打電話來找
我們的經(jīng)理。因?yàn)樵谀欠N情況下，我知道我是沒辦法解決這個(gè)問題了。
在許多情況下，當(dāng)別人發(fā)脾氣或心煩意亂時(shí)，你如何反應(yīng)是很重要的，特別
是在服務(wù)業(yè)里你的反應(yīng)尤為重要。面試官在尋找能證明你有能力從事大量接觸公
眾的工作的證據(jù)。舉出一次你遇上的麻煩，而你又是如何解決問題的例子。你回
答時(shí)應(yīng)舉例說明你的成熟態(tài)度、你的交際能力和洞察別人的需要和感受的能力。
Q:Tell me about a time when you had to deal with an irate customer.How
did you handle the situation?
A:My customer service position at the telephone company involved
dealing occasionally with irate customers.When that happened,I d try
to talk in a calm,even voice,in order to get the person to respond in a
businesslike manner and focus on trying to resolve the situation.Most
times I was able to rectify the problem and pacify the customer,but I
remember one incident in particular in which the caller became verbally
abusive.I tried to remain calm and professional and not to let my personal
feelings enter into the situation. I didn't respond to the abuse,I just
made a note of it and continued to help the customer as best I could.When
the abuse persisted,however,I politely asked him to call back and ask for
my manager,because at that point I knew I couldn't resolve the problem.
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