任何企業都會遇到需要處理客戶抱怨的情況，因此老闆會想了解應徵者在面對難纏客戶時的處理態度和應變能力。回答時應真實地描述所遇到的狀況，並說明後續處理的解決方式。

有力簡答

I receive phone calls from angry customers from time to time. To deal with these customers' problems, I focus on providing workable solutions and show my willingness to help them get their problems solved properly.我不時會接到在氣頭上的客戶打來的電話。為了要處理這些客戶的問題，我會將重點放在提供客戶可行的解決方案上，並讓客戶了解我很願意協助他們圓滿地解決問題。

深入詳答

As a customer-care representative, I need to deal with angry customers from time to time. One time I received a call from a furious customer complaining about a wrong delivery, and he was so angry and kept shouting that I didn't have a chance to talk. I understood that losing my temper wasn't the best way to get him to collaborate with me, so I kept calm, talked to him nicely, and gradually started getting his attention. Then instead of focusing on the situation I couldn't change, I focused on the workable actions I could take. I proposed some possible solutions for the customer and told him I was willing to work closely with him to get the problem resolved. Eventually the angry customer calmed down and collaborated with me to deal with the issue.身為客服代表，我不時要面對一些氣憤的客戶。有一次我接到一個暴怒的客戶來電抱怨送錯貨品，他相當地生氣還不斷大聲吼叫，讓我毫無機會插話。我了解發脾氣無助於讓他跟我合作，因此我保持鎮定，跟他好好地說話，漸漸地取得了他的注意力。接下來，我並沒有把焦點放在無法改變的問題上，而是轉移到可採取的行動上。我提了幾個可能的解決方案讓客戶選擇，然後跟他說我很願意和他密切配合以解決問題。最後，那個氣憤的客戶終於平靜下來，跟我合作一起處理問題。

1. Instead of focusing [something], I focused on [something].
   我並沒有把焦點放在〔某事〕上，而是把它轉到〔某事〕上。