Câu l c b Giám đ c nhân sạ ộ ố ự
- Tr s :ụ ở CT4.1001, Đô th Sông Đà - M Đình, T Liêm, Hà N iị ỹ ừ ộ
- Đi n tho i:ệ ạ 04. 7855518 - Fax: 04. 7855518
- Website: www.cpoclub.net - Email: contact@cpoclub.net
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Ph ng v n vi trí chăm sóc khác hàng ỏ ấ Customer Service
Stt English VietNamese
1What 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.
2What does good customer service involve?
3Tell us about how you have handled a dissatisfied
customer in the past.
4Tell 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.
5A citizen becomes irate because his permit
application cannot be found. How will you handle
the citizen?
6A salesperson comes in to talk to your boss
without an appointment. How will you handle the
salesperson?
7What do you think your customers would say
about your work?
8Give us an example of a situation you handled
exemplifying superior customer service.
9Tell 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
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/
Câu l c b Giám đ c nhân sạ ộ ố ự
- Tr s :ụ ở CT4.1001, Đô th Sông Đà - M Đình, T Liêm, Hà N iị ỹ ừ ộ
- Đi n tho i:ệ ạ 04. 7855518 - Fax: 04. 7855518
- Website: www.cpoclub.net - Email: contact@cpoclub.net
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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?