Learn English with Pearson Business Partner

Matt: So, Angela, can you tell me about your work experience?

Angela: Yes, well, I work as a team leader in customer services for a retail company. I started my working life as a shop assistant, and then I moved into customer services. I have a lot of experience dealing with customers.

Matt: And what are your main strengths?

Angela: I have excellent communication skills, both speaking and writing. But I think the most important skill is listening—really listening to your staff and customers.

Matt: Yes, that’s an important skill for customer services.

Angela: I think so too. I also have good problem-solving skills, as that’s part of my job every day. It’s essential to listen to customers and my team and help solve their problems.

Matt: What other skills do you have?

Angela: I have good IT skills because we deal with customers via many digital channels these days, and I have good people skills. I’m good at motivating my team to do their job well.

Matt: That’s essential when you manage customer service advisers. How have you helped to motivate staff?

Angela: Well, there are lots of ways to do that. I've always set goals with staff, and when they meet those goals, we celebrate. For example, it’s important to have a good team spirit—the job can sometimes be stressful when customers get angry.

Matt: Yes, you're right. And have you ever organized training sessions?

Angela: Yes, I’ve done a lot of staff training and given presentations.

Matt: What about staff—have you ever had any problems with difficult people in your teams?

Angela: Yes, there have sometimes been problems between team members. I usually try—

Matt: Yes, that’s true. Why do you want to work for our company, Angela?

Angela: I want to progress in my career, and your company has an excellent reputation for customer service.

Matt: Why do you want to leave your current job?

Angela: I enjoy my work, and I’ve learned a lot, but your organization has more opportunities.

Matt: Where do you see yourself in five years?

Angela: I’d like to develop my skills and do more staff training.

Matt: Do you have any questions for me?

Angela: Yes, I do. What training opportunities are there with this job?

Matt: Well, we have an excellent management training program. We’ll train you in all our products and processes, and we’ll also provide on-the-job training.

Angela: Sounds great! Another question I wanted to ask is about myself—