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What do you do if your customer service skills are tested in a franchise interview?

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If you are applying for a franchise opportunity, you may face some challenging questions during the interview process. Franchisors want to make sure that you have the right skills, attitude, and personality to run a successful business under their brand. One of the most important skills they will look for is customer service. How can you demonstrate that you can handle different types of customers, situations, and feedback in a professional and courteous manner? Here are some tips on what to do if your customer service skills are tested in a franchise interview.

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Elis Almeida

Top Voice Comunnity Mentoria, Franchising e Treinamento e Desenvolvimento | Sócia e COO na rede RHF Talentos |…
Matheus Lorran

Gestor de Expans?o | Especialista em Franquias

1 Prepare some examples

Before the interview, think of some specific examples of how you have delivered excellent customer service in your previous or current roles. These could be from any industry or sector, as long as they are relevant and recent. Try to use the STAR method to structure your answers: Situation, Task, Action, and Result. Explain what the situation was, what you had to do, what you did, and what the outcome was. Be concise and clear, and focus on the positive aspects of your customer service.

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2 Show empathy and understanding

During the interview, you may be asked some hypothetical or situational questions that test your customer service skills. For example, you may be asked how you would deal with a dissatisfied or angry customer, or how you would handle a complaint or a refund request. In these cases, you should show empathy and understanding for the customer's perspective and emotions. Acknowledge their feelings, apologize for any inconvenience, and express your willingness to help. Avoid being defensive, argumentative, or dismissive.

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Matheus Lorran

Gestor de Expans?o | Especialista em Franquias
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Ao seguir esses tópicos, você estará demonstrando habilidades de atendimento ao cliente, enfatizando a empatia, a compreens?o e a busca por solu??es que satisfa?am as necessidades do cliente. 1. Demonstrar empatia e compreens?o: Reconhe?a os sentimentos do cliente e pe?a desculpas por qualquer inconveniente. 2. Ouvir atentamente: Permita que o cliente expresse suas preocupa??es sem interrup??es, mostrando interesse genuíno em resolver a situa??o. 3. Explorar solu??es: Busque alternativas que possam satisfazer as necessidades do cliente, dentro das suas capacidades e diretrizes. 4. Oferecer resolu??o adequada: Se possível, ofere?a uma solu??o satisfatória ao cliente. Caso contrário, explique as limita??es e busque alternativas razoáveis.

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Hanane O.

Hanane ourehou
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une fois aux travail j ai re?u l "appel d'un client faché et insatisfait tout d'abord je devais le calmer en se mettant à sa place et essayer d'abord de comprendre le problème et essayer de le résoudre avec l'aide du manager .

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3 Highlight your communication skills

Another key aspect of customer service is communication. You need to be able to communicate effectively with different types of customers, as well as with your staff, suppliers, and franchisor. During the interview, you should highlight your communication skills by using clear and polite language, listening actively, asking open-ended questions, and confirming understanding. You should also demonstrate your non-verbal communication skills by maintaining eye contact, smiling, nodding, and using appropriate gestures.

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Matheus Lorran

Gestor de Expans?o | Especialista em Franquias
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Ao destacar esses aspectos durante a entrevista, você demonstrará suas habilidades de comunica??o efetiva, essenciais para o atendimento ao cliente e o trabalho em equipe. 1. Linguagem clara e educada: Use uma linguagem clara e respeitosa, evitando termos técnicos e jarg?es confusos. 2. Habilidades de escuta ativa: Demonstre interesse genuíno, fa?a perguntas relevantes e ou?a atentamente para compreender as necessidades dos clientes e colegas. 3. Adapta??o ao público: Ajuste seu estilo de comunica??o de acordo com as necessidades e o estilo de cada pessoa com quem interage. 4. Clareza na resolu??o de problemas: Explique solu??es de maneira clara, utilizando exemplos e orienta??es passo a passo, se necessário.

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4 Emphasize your problem-solving skills

Customer service often involves solving problems and finding solutions that satisfy both the customer and the business. During the interview, you should emphasize your problem-solving skills by showing how you can think creatively, analytically, and logically. You should also show how you can follow the franchise's policies and procedures, as well as the relevant laws and regulations. You should be able to explain how you would resolve different scenarios in a timely and efficient manner, and how you would follow up with the customer to ensure their satisfaction.

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Elis Almeida

Top Voice Comunnity Mentoria, Franchising e Treinamento e Desenvolvimento | Sócia e COO na rede RHF Talentos | Psicóloga | Mentora de Negócios | Gest?o de Equipe | Lideran?a | T&D | Avalia??o Psicológica | RH | Franquia
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Para se tornar um franqueado da RHF Talentos, por exemplo, uma das competências bem avaliadas é a capacidade de resolver problemas. Nossa franquia é da área de RH e sabemos que trabalhar com pessoas requer essa habilidade. Possuir inteligência emocional para conduzir o cliente à melhor solu??o faz parte do sucesso em nosso empreendimento.

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5 Demonstrate your learning attitude

Customer service is not a static skill. It requires constant learning and improvement. During the interview, you should demonstrate your learning attitude by showing how you seek feedback, learn from mistakes, and adapt to changing customer needs and expectations. You should also show how you keep up with the latest trends, best practices, and innovations in customer service. You should be able to express your enthusiasm and passion for delivering exceptional customer service to the franchise's customers.

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Matheus Lorran

Gestor de Expans?o | Especialista em Franquias
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Aqui está os pontos-chave sobre a atitude de aprendizado no atendimento ao cliente: 1. Busca de feedback: Demonstre como você busca feedback para melhorar suas habilidades de atendimento ao cliente. 3. Adapta??o às mudan?as: Mostre sua disposi??o em se adaptar às mudan?as nas necessidades e expectativas dos clientes. 4. Acompanhamento de tendências: Demonstre seu interesse em se manter atualizado com as últimas tendências e melhores práticas no atendimento ao cliente. 5. Entusiasmo e paix?o: Expresse seu entusiasmo e paix?o por oferecer um atendimento excepcional aos clientes. Você demonstrará sua atitude de aprendizado contínuo, sua capacidade de se adaptar e sua paix?o pelo atendimento excepcional aos clientes da franquia.

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6 Here’s what else to consider

This is a space to share examples, stories, or insights that don’t fit into any of the previous sections. What else would you like to add?

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What do you do if your customer service skills are tested in a franchise interview?

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2

3

4

5

6

1 Prepare some examples

2 Show empathy and understanding

3 Highlight your communication skills

4 Emphasize your problem-solving skills

5 Demonstrate your learning attitude

6 Here’s what else to consider

Franchising

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What do you do if your customer service skills are tested in a franchise interview?

1

2

3

4

5

6

1 Prepare some examples

2 Show empathy and understanding

3 Highlight your communication skills

4 Emphasize your problem-solving skills

5 Demonstrate your learning attitude

6 Here’s what else to consider

Franchising

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