Voici comment vous pouvez démontrer vos compétences en matière de résolution de conflits lors d’un entretien d’assistance à la clientèle.

I was working as a loss stock control at fhchamberlain then a customer bought 5 bags of river sand and he was in the hurry with all loaders busy at the werehouse,he approached the gate where i was stationed very angry,i calmly greeted him with because he was angry he never greeted back he started complaining and how useless loaders are by not helping him because in a hurry,i quickly alerted my colleague and tell him let me load the river sand because is only 5 bags i will be fast and he agrees I quickly loaded the whole 5x 50kg o f river sand in his bakkie for him to go,he thank me and wanted to give me a R50 tip but i deny it and and thank him for being patient i even apologize on behalf of our busy loaders not to help on time

Showcase your empathy and understanding by acknowledging the customer's emotions and demonstrating genuine concern for their needs. Highlight instances where you effectively diffused tense situations by showing empathy and compassion.

Empathy is a very vital skill needed to be a customer support representative. Empathy towards customer's concerns helps to show customers that you genuinely care about their concerns and you're ever ready to be at their service. Explaining with emotions to an interviewer about the times you've spoken calmly to a customer especially an irate one and how the customer was happy at the end helps you score good points. To further buttress your point of the importance of empathy, you can tell them about how you felt when a customer support person didn't treat you with empathy and how you'd have done better if you were in their shoes

In a customer support interview, demonstrate your conflict resolution skills by emphasizing your ability to stay calm and empathetic when addressing customer concerns. Highlight instances where you successfully resolved challenging situations by actively listening, acknowledging concerns, and offering appropriate solutions. Showcase your communication skills by explaining how you effectively de-escalated tense situations and ensured customer satisfaction. Use specific examples to illustrate your problem-solving abilities and show how you turn challenging interactions into positive outcomes, showcasing readiness for customer support roles.

Describing to your interviewer how you pay meticulous attention to customer's orders, tickets and all scores you good point. Attention to details in customer service cannot be overemphasized as it allows you log the right ticket and respond appropriately to customer's concerns. Telling an interviewer that you pay close attention to details because you don't want a customer to repeat himself is one way to sell yourself during an interview.

Demonstrate active listening skills by attentively listening to the interviewer's questions and responding thoughtfully. Emphasize the importance of listening to customers' concerns and empathizing with their perspectives before proposing solutions.

Tous les points cités précédemment sont très bien. Mais il ne faut pas oublier que chaque personne est différente. En ce sens je ne saurais que conseiller de pratiquer la PNL et adapter sa posture en fonction de la posture de l’autre et enfin la CNV. Pour ce qui est de la structure d la résolution d’un conflit tout dépend du degrés. Mais sur un conflit ouvert et problématique le mieux de concerter chaque partie prenante individuellement avant de faire un point commun guidé par nos soins.