第四部分：努力与职业道德
问：假如事情不按你所计划的进步，你又怎么样重新部署呢？?
答：我开始想像大概出现的最坏结果，然后找出能防止那糟糕结果出现的预防手段。如此做之后，我一般都能获得和原定目的不相上下的结果。我前面叙述的那个培训例子就是证明。
描述过去出现的困难迫使你改变原来的计划，但你还是达到了预期的目的。你是不是得到其他人的帮助支持才能达成这个目的的？吃一堑，长一智，你将来又是怎么样预见困难的呢？??
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 scenario1.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.?
?问：在你现在的工作中，你是怎么样对工作任务的轻重缓急排序并用什么手段来处置的？?
答：我的方法就是天天一大早就第一处置两大顾客的事务。如此，假如有哪些问题出现的话，即便最挑剔的客户也被照顾得非常不错。说明你是怎么样采集资料、怎么样预见困难和怎么样应对重压的。叙述一下你的一些个人工作习惯，这类习惯能使你按轻重缓急的次序去安排工作且又能防止管理过细或运作停滞。几年来，有哪些办法使得你能愈加好地把握时间？??
Q:How have you prioritized or juggled3 your workload4 in your current job?
A:I juggle2 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.??
问：说说在近期的一份工作里，你是如何改进职业技能的。?
答：最令我骄傲的是我对数据库技术的应用。比如，在大家的邮寄服务里，过去对邮件进行人工分类需花费几天的时间，目前通过迅速的特点搜索法仅需五分钟就完成了。
描述一下为了提升工作效率而提升了工作技能。一些典型的例子大概包含：掌握一个新软件的应用、参与专业研讨会或者参加成年人学习班。
??Qescribe 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.??
问：为何服务是一个这样要紧的问题？?
答：服务是令买家认可的要紧原因。它和本钱一样要紧甚至比本钱更要紧。假如客户得不到他所期望的或更好的服务，他就不会是你企业的回头客了。除此之外，这个客户在你的企业的体验会干扰市场上大量客户对你企业的怎么看。
大家一定会相互交流信息。这不只影响效益，也影响以后的销售。在不少场所，服务能成为一个公司有别于其角逐者是什么原因之一。信誉差的服务会使一个公司在市场上的地位大优惠扣。?
面试官想判定这个人选是不是了解对客户的服务能在市场上树立积极形象的重要程度，与客户服务水平对新销售业务的影响。出色的客户服务能很大地帮助打造长期顾客关系及促进业务的运转，这是盈利企业的生命线。企业的顾客关系越长久，企业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,cosplayt.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.??
问：告诉我某次你遇上一个怒气冲冲的客人的情形。你是如何处置这种尴尬场面的？
答：我在电话企业的客户服务部时常常会接触到一些怒气冲冲的客户。发生这种事情时，我尽量心平气和地与客户交流，目的是为了让客户以公事公办的态度来处置事情，且重点是解决问题，大部分时候我能处置好问题，使客户认可。不过我印象特别深的是一次客户在电话里用脏话骂人，我尽力维持平静且不让我的感受融入这种情景，我不理会那些粗言秽语，我只不过对之作了一些记录，继续尽力地帮助他。可他仍是骂个不停，所以，我礼貌地叫他稍后再打电话来找大家的经理。由于在那种状况下，我了解我是无法解决这个问题了。
在很多状况下，当其他人发脾气或心烦意乱时，你怎么样反应是非常重要的，尤其是在服务业里你的反应非常重要。面试官在探寻能证明你有能力从事很多接触公众的工作的证据。举出一次你遇上的麻烦，而你又是怎么办问题的例子。你回答时应举例说明你的成熟态度、你的交际能力和洞察其他人的需要和感受的能力。??
Q:Tell me about a time when you had to deal with an irate5 customer.How did you handle the situation?
A:My customer service position at the telephone company involved dealing6 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 rectify7 the problem and pacify8 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.
