2-2难题这样答!
“这种情况,你会怎么做?
”——让面试官看到你的服务精神

翻开就用!对方可能会这样问:

What would you do?你会怎么做?
服务业的工作者最重要的就是要喜欢与人沟通往来,并避免与顾客发生纠纷,所以在服务业的面试中,最常问到的问题是当顾客抱怨时,应聘者会怎么应付。这种问题的形式通常是:What would you do?(你会怎么做?)

这些情境,都可能会变成面试官拿来考你的问题!别忘了,不只是英文面试,中文面试也可能会遇到。
If two passengers asked you something at the same time, what would you do?
如果有两名乘客同时问你问题,你会怎么做?
If a customer started complaining about our products in the store in front of everyone, what would you do?
如果有个客人在店里大庭广众之下抱怨我们的产品,你会怎么做?
If two customers were about to get into a fight, what would you do?
如果有两个客人快打起来了,你会怎么做?

开口就说!你可以这样回答
遇到这种问题怎么办呢?你必须让面试官看到,你在这种假设状况下会尽可能简易地向顾客说明情况,并且显露出同感(empathy)。如果顾客之间即将产生冲突,则该扮演缓冲(buffer)或者仲裁人(arbitrator)的角色。

另外,同时有不同顾客提出要求时,先后顺序的决定方法也是常见的考题。这种问题怎么回答呢?一定要记得,如果遇到两个不同国籍的人在争吵,本地员工并非只对本地顾客服务就好,也得服务外国人士才行,所以可别偏心地回答说要先服务本地顾客。反过来,也别说会先服务外国顾客,说出个两边都能兼顾的方法最为完美。

遇到 What would you do? 这种假设性的问题,要用 would 来回答。would这个词在和“假设”有关的情境中非常好用,面试的时候很适合拿来说“假设自己”顺利录取,会怎么做。

开口就能说的面试实战应用句
下页起有许多让你在面试时可以对答如流的参考例句。记得〔〕内的词句要随着你自己的状况更换,别傻傻全部都照着念了。
1. I like to interact with all kinds of different people.我喜欢与各种不同的人互动。
2. I believe that pleasing people comes naturally to me.我相信让人们快乐满足是我的天职。
3. I would show empathy.我会表现出同感。
4. I would listen to their complaints carefully and sympathetically. 我会细心地、同情地龄听他们的抱怨。
5. I would explain the situation as clearly as possible.我会尽可能地清楚讲清状况。
6. Showing empathy is one of the most important things when you are trying to comfort others.表现出同感是安抚别人心情的主要方法之一。
7. I would apologize sincerely.我会诚挚地道歉。
8. I would apologize as politely as I can.我会尽可能有礼貌地道歉。
9. I would explain the regulations as gently as I could and help the customers understand the situation in a professional way.我会尽可能温和地讲解规定,并专业地帮助顾客了解情况。
10. I would do my best to keep the two parties from arguing.我会尽我所能避免两者产生冲突。
11. I would offer drinks to both parties so theywould calm down a bit.我会向两方提供饮料,让他们冷静一下。
12. I would be the bridge between foreign [attendants] and Chinese [passengers].我会在外籍[服务员]和中国[旅客]间担任沟通桥梁。
13. I would always greet customers with a big smile. 我会一直面带笑容迎接顾客。
14. I am very interested in interculturalcommunication, and hope to gain more experience as [a flight attendant].我对文化交流非常有兴趣,希望能获得更多担任[空服员]的经验。
15. I believe that my customer service experiencewould help me to work well in your company.我相信我在服务业的经验能让我在你们公司工作得很好。

开口请别这样说!NG回答小专栏

NG-1 If two of my customers started fighting, I would report to my supervisor immediately. 如果我有两个顾客开始打起来,我会赶快去向我的主管报告。

顾客打架确实是要和主管报告,但必须自己先稍微安抚双方,确认一切安全无虞后再去找主管。若一出事就找主管,不能展现你的临场反应能力,不要让面试官觉得你没有处理事情的能力。

NG-2 If a foreign customer had problems, I would direct them to another colleague. 如果遇到外国顾客有问题,我会叫他去找别的同事。
遇到无法回答的问题,的确是要请别的同事帮忙没错,但在面试中直接说出来,面试官只会觉得: 事情都要同事解决,那我们雇你干嘛?

NG-3 If an argument started between a foreign customer and a local customer, I would naturally side with the local customer. 如果外国顾客和本地顾客吵起来,我自然会站在本地顾客那一边。
既然是服务业,外国人也要服务到才行,别让他们对我们留下不好的印象。

NG-4 If an argument started between a foreign customer and a local customer, I would try to help the foreign customer. 如果外国顾客和本地顾客吵起来,我会试着帮助那个外国顾客。

你不想被面试官认为崇洋媚外吧!遇到这种情况,应该是要出面调停, 而不是帮助任何一边。
你可以改说:
I will try to understand the problems and the situation, and put the reputation of the company in my foremost considerations.我会先理清问题与状况,以维护公司形象为最优先考虑。

NG-5 If a customer were angry with me, I would argue with him for the company’s sake. 如果有顾客对我生气,我会为了公司和他争论。

能维护公司的利益不是坏事,但 argue 这个词是争吵的意思,而非据理力争 ,建议避免这个词,更委婉一点。
你可以改说:
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. 如果有顾客对我生气,我会平静而理性地试着了解他的不满是 从何而来,且不损害公司的利益。