面试英语客服试题及答案.docxVIP

面试英语客服试题及答案

一、单选题（每题1分，共10分）

1.Whenacustomercomplainsaboutaproduct,whichofthefollowingisthefirststepyoushouldtake?（1分）

A.Immediatelyofferadiscount

B.Listentothecustomerscomplaint

C.Transferthecalltoamanager

D.Askforthecustomerscreditcardinformation

【答案】B

【解析】Listeningtothecustomerscomplaintisthefirststeptounderstandtheirissueproperly.

2.Howshouldyouaddressacustomerwhoisspeakingveryslowly?（1分）

A.Speaklouderandfastertothem

B.Politelyaskiftheyneedassistancewiththeirphone

C.Ignoretheirslowspeechandcontinuewiththescript

D.Endthecallimmediately

【答案】B

【解析】Beingpoliteandofferingassistancecanhelpthecus