【正文】 扮演著重要的角色 .因為它是一個公司的核心 ,包括客戶數(shù)據(jù)收集 ,潛在客戶挖掘 ,服務 ,產(chǎn)品監(jiān)查 ,客戶關系的維系都是客戶服務的工作 . (1) 切實可行的工作流程； (2) 嚴格的服務質(zhì)量標準； (3) 完善培訓制度 , 客服人員專業(yè)的業(yè)務水平； (4) 全面有效的服務管理體系 , 將客戶服務工作深入到公司業(yè)務流程的各個環(huán)節(jié) , 最大限度地降低客戶問題的發(fā)生率。 某企業(yè)副總經(jīng)理面試題 1 儀表 儀容 2 談吐 3 你了解我們企業(yè)嗎 ?為什么選擇我們 ? 4 你對現(xiàn)代洗浴知道多少 ? 5 做酒店 和洗浴最大的區(qū)別在 哪 ? 6 你怎樣看待企業(yè)文化 ? 7 實施你采取怎樣的步驟 ? 8 針對我們企業(yè)你怎樣進行管理 ? 9 財務控制你有何建議 ? 10 怎樣進行定制化服務 ? 11 怎樣處理員工賓客的投訴 ? 12 對企業(yè)廉政建設你有何措施 ? 13 營銷策略你準備怎樣開展 ? 14 經(jīng)營不利削價是出路嗎 ? 15 你的月薪要求 ? 如果低于你的要求怎樣 ? 16 后勤管理如何保障企業(yè)的良好運行 ? 17 怎樣開展企業(yè)的公共關系 ? 18 怎樣看待員工和降低員 工的流動率 ? 招聘面試題 一 、 中文版 主要由 8 個核心問題組成： 第一，請你舉 1 個具體的例子，說明你是如何設定 1 個目標然后達到它。 第二，請舉例說明你在 1 項團隊活動中如何采取主動性，并且起到領導者的作用，最終獲得你所希望的結(jié)果。 第三，請你描述 1 種情形，在這種情形中你必須去尋找相關的信息，發(fā)現(xiàn)關鍵的問題并且自己決定依照一些步驟來獲得期望的結(jié)果。 第四，請你舉 1 個例子說明你是怎樣通過事實來履行你對他人的承諾的。 第五，請你舉 1 個例子，說明在完成 1 項重要任務時，你 是怎樣和他人進行有效合作的。 第六，請你舉 1 個例子，說明你的 1 個有創(chuàng)意的建議曾經(jīng)對 1 項計劃的成功起到了重要的作用。 第七，請你舉 1 個具體的例子，說明你是怎樣對你所處的環(huán)境進行 1 個評估，并且能將注意力集中于最重要的事情上以便獲得你所期望的結(jié)果。 第八，請你舉 1個具體的例子，說明你是怎樣學習 1 門技術并且怎樣將它用于實際工作中。 二、英文版 Please provide concise examples that will help us better understand your capabilities. １、 Describe an instance where you set your sights on a high/demanding goal and saw it though pletion. Demanding Goal: To design a musical and dramatic show to celebrate the centennial Anniversary of Tianjin University. The person who reach this goal: Chairman of Tianjin University Student Union What I learned from this observation: It is not necessary for a true leader to be an expert in such or such field of his career. But he must possess the charismatic and the capacity to drive different people, who have diverging opinions, or even conflicting interests, to proceed together to the same anizational goal. ２、 Summarize a situation where you took the initiative to get others on an important task or issue, and played a leading role to achieve the results you wanted. The activity I initiated: To anize a group to sing English anthems on Charismas’ Eve, visit all dormitories in university and send Christmas gifts on behalf of our English Association The desired result: To broaden the students’ horizons about Western culture. My leading role: Combine the representatitives’ suggestions with my idea and draw the decision on: *What songs to play? *Who could attend the choir? *Which spots we performed on? The result: Many students said that they felt the warmness we sent to them and they hoped we would hold such activities next Christmas. ３、 Describe a situation where you had seek out relevant information, define key issues, and decide on which steps to take to get the desired results. Background: I anized the first activity after the establishment of the Management School English Association. The desired result: To help the freshmen and the sophomores with their English while publicizing our group. Key issue: *What aspect of the students’ English abilities needed refining? Relevant Information: *What kind of entertainment was popular among students and also offered chances for them to learn English most effectively? *Which foreign teacher was suitable for this position? *When was our member free? *Which place was convenient for most attendances? *Other related factors, such as the availability of facilities and the layout of the spots. ４、 Describe an instance where you made effective use of facts to secure the agreement of others. Background: I advanced a plan to found an English Garden in collaboration with fraternal association in neighboring university. The disagreement: *The authority of our school may dissent. *The cost was expensive, and we had no enough human resources to carry on this project. *There were too many English corners. Another one was unneccessaty. The facts I made use: *Our dean approved this proposal. *Our partner was willing to provide financial assistantship. And our members volunteered to design the details of the plan and implement it. *The poll showed that the current English corners did not meet the students’ requirement and lacked uniqueness. The result: Others were convinced and we founded the English Garden successfully. ５、 Give an example of how you worked effectively with people to acplish an important result. Background: In the military training, we hold a Military Songs Competition. Working procedure: Design: I cooperated with my colleagues to figure out the climax of the performance, the musical acpaniment of the songs and the whole arrangement of the narrative poem. Rehearsal: I worked together with those who were in charge of the lights, sounds and scenes to create the perfect artistic effect. On stage: I reminded my fellows with gestures and eye expressions. Also, we coped with an emergency coherently. The result: Our military team won the second prize in this petition. ６、 Describe a creative/innovative idea that you produced which led to a significant contribution to the success of an activity or project. Activity: To hold the Perspective Entrepreneur Contest. The innovative idea I produced: To simulate a board meeting of a pany, in which our candidates debated the feasibility of selling modern fitness equipment according to the market information they collected. The result: The contest was hold based on my proposal. ７、 Provide an example of how you assessed a situation and achieved good results by focusing on the most important priorities. Background: On one morning when our promotion month first began, I found that the inventories in some department stores were not adequate. My assessment of the situation: The four promoting stores were not very far from each other, and the time they opened was not t