问：为什么服务是一个如此重要的问题？

答：服务是令消费者满意的重要因素。它和成本一样重要甚至比成本更重要。如果顾客得

不到他所期望的或更好的服务，他就不会是你公司的回头客了。此外，这个顾客在你的公司

的体验会影响市场上大批顾客对你公司的看法。

人们肯定会相互交流信息。这不仅影响效益，也影响将来的销售。在很多场合，服务能成为

一个公司有别于其竞争者的原因之一。信誉差的服务会使一个公司在市场上的地位大打折扣。

面试官想断定这个人选是否懂得对顾客的服务能在市场上树立积极形象的重要性，以及顾客

服务质量对新销售业务的影响。出色的顾客服务能极大地帮助建立长期客户关系及促进业务

的运转，这是盈利公司的生命线。公司的客户关系越长久，公司的盈利可能性就越大。 オ

〓〓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 isnt receiving a level of service that meets or exceeds his or her expectations,that customer wont be a customer for very long.In addition,that customers 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 companys 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。你是怎样处理这种尴尬场面的？

答：我在电话公司的顾客服务部时经常会接触到一些怒气冲冲的顾客。发生这种事情时，我尽可能心平气和地与顾客交流，目的是为了让顾客以公事公办的态度来处理事情，且重点是解决问题，大多数时候我能处理好问题，使顾客满意。不过我印象特别深的是一次顾客在电话里用脏话骂人，我尽力保持平静且不让我个人的感受融入这种情景，我不理会那些粗言秽语，我只是对之作了一些记录，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过来找我们的经理。因为在那种情况下，我知道我是没办法解决这个问题了。

在许多情况下，当别人发脾气或心烦意乱时，你如何反应是很重要的，特别是在服务业里你

的反应尤为重要。面试官在寻找能证明你有能力从事大量接触公众的工作的证据。举出一次

你遇上的麻烦，而你又是如何解决问题的例子。你回答时应举例说明你的成熟态度、你

的交际能力和洞察别人的需要和感受的能力。オ

〓〓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 occasio

nally with irate customers.When that happened,Id 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 didnt 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 couldnt resolve the problem.オ

问：你的私人生活是否存在对你的职业造成影响的问题？

答：我总是很注意把自己的私人生活与职业生活分开。我认为在给病人治病时，重要的是保持客观。一个临床医生应该能够控制自己的感情而不带偏见地给病人看病。假如你把个人的问题或感受发泄到病人的身上，那只能对病人造成伤害。

这个问题对于在医疗服务领域工作的人尤为重要。面试官想知道作为一个独立个体，你是如

何完善你的人格的。假如你有不能克服的个人问题，这些问题就会影响你和你病人的关系，

也有可能影响你对病人的诊断，同时影响你的治疗方案和治疗建议。使面试官深信你能把私

人的感受和职业行为分开来。例如，假如你不能积极处理好危急关头的事情，你就不可能真

正帮助你的病人面对创伤问题，因为那会引发你太多个人的强烈情绪。 オ

〓〓Q:Are there any issues from your personal life that might potentially have an impact on your professional career?

A:Im always careful to separate my personal life from my professional life.I believe its important to remain objective when treating patients.A therapist should always be able to take an emotional step back in order to make an unbiased assessment of a patient.It only hurts the patient when you try to project your own issues and feelings onto that patient.お

问：什么时候你的交往能力受到了考验？

答：一次一个顾客要求退还那件她明显已穿过的晚装的钱。她抱怨说衣服干洗后变了另一种颜色，而洗衣服的人告诉她是布料不好。虽然我认为她是不诚实的，但我马上就退还她的钱。我认为不让别的顾客听到她的话而怀疑我们的高质量产品更为重要。 叙述你客观地解决和顾客或伙伴的一个矛盾的实例。你是怎样表现你的同情心及如何建立和谐气氛的？オ

〓〓Q:When have your skills in diplomacy been put to the test?

A:A customer came in once and demanded money back for an evening dress that had

apparently been worn.She claimed it was a different color after dry cleaning and that the cleaner said the fabric was faulty.I quickly told her wed happily return her money,even though I didnt think she was being honest.I decided it was more important to keep other customers from hearing her and maybe doubting our high quality merchandise.オ

问：告诉我某次你不得不延长工作期限的情形。

答：一次工作已经进行两周了，可是在工作进行当中，很明显地顾客又要求我们多加几项特性。我重新和顾客商谈，记下他的目的和要求，给他一张像菜单一样的价格表，那上面他可以有更多的选择，但必须付更多的钱和等待更长的时间。他选择了一个他认为改变要作出3个星期相应调整的中间档次。为了使一项工程的全部目标圆满地实现，描述一下你的责任感和自觉性。假如你不调整工作期限的话，将会使什么目标大打┱劭郏开オ

〓〓Q:Tell me about a time you had to extend a deadline.

A:Two weeks into a job,it was clear that our client expected us to add more feat

ures as we went along.I renegotiated with the client,outlined his goals,and showed him a price structure similar to a menu,from which he could choose more features at a higher cost and in a longer time frame.He opted for something in the middle that he understood would cause a threeweek adjustment to the schedule.