Nama : Nahda Sulistiyani Rizki

NPM : 2022217003
Mata Kuliah: Bahasa Inggris
1. Costumer Service Interview Questions:
a. What is customer service?
b. How can you improve a dissatisfied customer's experience?
c. Describe a time you collaborated with a peer to solve a problem?
d. What would you do if you didn't know how to help a customer?
e. How would past colleagues or classmates describe you?
f. How you would handle a customer who was upset about a known problem with
your product or service?
g. Are you proficient in the use of any customer service software?
h. Why do you want to work in customer service?
i. What do you think of our company's products and services?
j. What skills should a great customer service representative have?
k. What's your process for de-escalating a customer argument?
l. What are you hoping to do in five years?
m. What role does empathy play in customer service?
n. Describe a mistake you made handling a customer service problem and how you
would handle it now?
o. How would you handle a customer you know is wrong?
2. Questions for each type listed on pages 207–211
a. Open-Ended Questions
i. What did you like best about your experience?
ii. How did you hear about our company?
b. Hypothetical Open Questions
i. What would you do if you were put into a situation where you were
required to put in additional effort to complete a task?
ii. What if I instructed you to make a change to your schedule that warranted
you to prioritize a separate obligation over finishing a task at work?
c. Direct (or Specific) Questions
 i. Do you expect this role to evolve in the near future?
ii. What are the most important skills for this job?
d. Closed Questions
i. How many years of experience do you have?
ii. How long did you work for your previous employer?
e. Loaded Questions
i. Why do you want to leave your old job?
ii. How do you deal with stress?
f. Leading Questions
i. Do you agree that attention to detail is an important quality at work?
ii. Is this the job you're most interested in?
g. Third-Person Questions
i. Do the employees from your old company feel the same like you do?
ii. What do your division thinks about you quiting yor job?
h. Verbal and Nonverbal Probes
i. Tell me more ‘bout your last job?
ii. What happened next?
3. After working and being dedicated to the company for years, it opens the door to hope for
employees to get a salary increase. However, most people feel doubtful and afraid to
imagine how to ask their boss for a salary increase. Not to mention thoughts, such as
"What if the request is rejected later?" What should be done in the future? If you believe
you have great potential and should be paid more for the work you currently do, then
don't hesitate to express your desire to ask for a salary increase.
When is the Right Time to Ask for a Salary Increase?
Before discussing the main point, namely how to ask your boss or boss for a salary
increase, it is mandatory for you to know first when is the right time to ask for a salary
increase. So, when is the right time to ask for a salary increase? Of course, you can try to
ask for a salary increase at a “good” time and avoid asking for a salary increase at a
“sensitive” time. For example, don't ask for a salary increase when the company has low
numbers or profits, the company is laying off employees, and so on.
Consider asking for a raise at the following times:
 i. At the beginning of the year or one year/more since your last salary increase
ii. After a good work review, it has even completed large projects
iii. When a company has a good financial quarter
iv. After being promoted or taking on new responsibilities
v. When receiving a new job offer
vi. When your boss or boss is in a good mood

How to Ask Your Boss for a Salary Increase:

(1) Be confident and keep positive thinking

Come on, let's start discussing the first method! Be confident and remain positive
thinking are the keys that you must have before asking for a salary increase. Even though
you also have to be prepared for rejection that the answer could be "no", self-confidence
and positive thinking can at least give you the courage to start negotiating for a salary
increase. Prove confidently to your boss that you deserve a raise.

(2) Research Current Salary Trends

The next way to ask for a salary increase is to research current salary trends. At this stage,
you may be wondering, approximately how much salary increase should you ask for?
Don't be careless in deciding the salary you ask for, because every job has an appropriate
market value. You can look at national salary trends for your position or you can also ask
colleagues who have the same position as you, then compare your current salary with the
trends you have seen. Apart from that, you also need to ensure whether the salary
includes take home pay or whether it will be deducted again for other costs, for example
BPJS, employee contributions and others.

(3) Make an appointment with your boss

Set a meeting! Make an appointment with your boss! It is an ideal step to ask for a raise
privately with your boss. If your manager or superior is not in the same location as you,
you can have a conversation via video teleconference. Schedule meetings in their free
time. Don't forget before inviting a meeting either in person or via video call, tell them
that you plan to discuss compensation in this meeting. You can start the conversation with
this sentence, “(greeting/greeting) I would like to have a short meeting to discuss my
compensation. Please let me know if you have a suitable time this week.

(4) Negotiate Directly

How to negotiate a good salary? The first thing you have to do is discuss it directly. Then
pay attention to the words or language you use. Avoid things that could interfere with the
conversation. Also make sure you speak clearly and avoid speaking in a high tone.

(5) Prepare What You Will Say

Before asking for a salary increase, you must first know why there is a need for a salary
increase? Why do you need that? So, prepare what you will say to get a raise. Preparing
what you want to say later will minimize the level of nervousness. You will also look
more professional when you ask for a salary increase. Don't forget to start with an
opening conversation, such as "Thank you for taking the time...". Next, you can start to
say specific things about the salary increase figure you want, salary trends that you have
researched, and so on.

(6) Explain your achievements and plus points

Explain your qualifications, achievements and plus points when discussing a salary
increase. Consider the education you have, years of experience, work ethic, and the
loyalty you give to the company. Don't forget to make a list of your achievements so far,
especially those that have benefited the company the most. For example, the promotion or
marketing strategy that you propose is always successful and shows high numbers every
month.

(7) Don't forget to say thank you

Whatever the outcome of the discussion regarding your request for a salary increase, still
say thank you at the end of the discussion session. If the results you receive are good,
then of course this is in line with your expectations. However, if the results you receive
are not suitable, then you can express your thanks as well as other profitable alternatives,
such as asking for new colleagues if you feel your work load is too heavy.