Customer's First Flashcards
Core behaviors of Customer’s first?
1.We amaze our customers with an exceptional, memorable, and reliable experience, every time.
2.We deeply understand and anticipate customer needs, and we are relentless about fulfilling them.
3.We believe an outstanding customer experience is a differentiator that creates long-term competitive advantage.
Tell me about a time when you went above and beyond to WOW a customer
Situation: In my role as a Fraud Specialist at Chewy, I encountered a customer who had fallen victim to a PayPal phishing scam, resulting in unauthorized transactions on her chewy account.
As we worked to secure her account, she mentioned that she had unauthorized charges from several other retailers, They were draining her bank account, and she didn’t know they were getting her information.
Action: In plain terms, I mentioned to her that it seemed like someone was able to gain access to her email account, and explained that she needed to secure that account in order to help prevent any further fraudulent activity, and walked her through the process, as she was a little older and found technology to be a bit challenging. I explained general password and internet safety protocols and I also advised her to contact PayPal as well as her bank just in case.
Result: Through my efforts I was able to alleviate the customer’s anxieties and establish trust between her the company.
Tell me a time you worked with a difficult customer (internal or external) and your approach to resolve the situation at hand.
Situation: As a Customer Service Fraud Specialist, I called a customer regarding what I believed to be an unauthorized charge on their account. The customer immediately became hostile, shouting accusations that we were stealing money from her and expressing anger towards my call.
Task: Recognizing the need to de-escalate the situation, I focused on empathizing with the customer’s concerns and understanding that her reaction was likely based on fear and frustration, which established a level of trust.
Action: I emphasized that my intention was to help resolve the issue and protect her from potential fraudulent activity.
Result: By actively listening to the customer’s concerns and providing a clear explanation of my purpose for calling, I was able to gradually establish trust. We were able to have a productive conversation and She expressed gratitude for addressing her concerns and appreciated the steps we were taking to protect her account.
Tell me about a time you intervened on behalf of a customer (internal or external) in a way that was risky or outside of scope for your normal job.
Situation: During my time as a Customer Service Representative, there was a situation where a customer’s order was repeatedly delayed by FedEx, which left her without food for her dog. She was extremely frustrated and in a complete panic.
Task: I was tasked with making sure this cusomer’s pups got fed that nigh and most importantly making sure that she didn’t loose trust in the company.
Action:
So I empathized with her situation, understanding the urgency of her pets’ needs.
And offered her a refund to cover the cost of a bag of dog food from a local store until a replacement order could get there. She then mentioned that she was unable to drive and had no one available to pick up the food for her.
Action: at this point I was ready to go hand deliver a bag to her myself. But, I thought about it for a moment and suggested the use of Instacart.
Action: I guided the customer through the setup process over the phone, Calculated the amount required to cover the cost of the dog food, delivery charges, and a tip for the driver and sent her that amount in the form of a refund.
Result: The customer was grateful for the solution I provided and expressed her relief.
In this situation, My focus was on ensuring the customer’s satisfaction and the well-being of her pets, even though it involved stepping outside the typical scope of my role.
Tell me about a time you connected the dots between metrics and process, identifying an instance where you were disappointing the customer. What did you find and what actions did you take to resolve the issue?
Situation: As a CS fraud Specialist I observed a surge in customer complaints about canceled orders. Understanding the impact on customer satisfaction, I investigated and realized that there was a process flaw causing orders to be canceled before our team had a chance to review them.
Task: I decided to discuss the problem with leadership to try and mitigate and further friction.
Action: the system settings were eventually adjusted to allow for a longer review period before auto-cancelation, giving the team enough time to address each order in the queue.
Result: This ensured that every customer received the necessary attention, improving customer satisfaction and preventing future frustrations.
Please give me an example on how you prioritized your teammates or internal business owners as customers.
One example of prioritizing my teammates as customers occurred when I was working on a project with a tight deadline. I noticed that one of my teammates was struggling with their part of the project and was falling behind. I knew that this could have a negative impact on the overall project and the team’s success, so I offered to help out.
I offered to work with them to complete their tasks and provided additional resources to help them get up to speed. This not only helped my teammate, but it also benefited the entire team and the project as a whole.
In this situation, I recognized that my teammate was struggling and that it was my responsibility as their team member to support them. I prioritized their needs as a customer of my support, and in doing so, I helped to ensure the success of the entire team.
Please describe a time you applied insights that came from talking to the customer.
Situation: As a Customer Service Fraud Specialist, I came across an order that appeared to be fraudulent, and needed I to call a customer to verify the order. The customer was immediately confused by my call because she was under the impression that she had ordered the items from Amazon.
So I needed to address the customers concerns, clarify the situation, and provide a resolution that would not only satisfy her but also protect the integrity of Chewy’s platform.
Action: I explained that the Amazon seller purchased the items from us to be shipped directly to her. I let her know that while we don’t work with third-party sellers at this time I would be happy to place and order for her and confirmed that our price was cheaper than what she paid with Amazon.
Result: The customer agreed to let me place the order on her behalf. And After taking care of the customer, I asked if she would mind telling me the name of the Amazon store she purchased from,
After the call I used the store name she provided to identify the reseller’s Chewy account, enabling us to take appropriate measures to shut it down and prevent orders from being placed. By prioritizing the customer’s experience and actively addressing the issue, I not only resolved her immediate concern but also protected the needs and integrity of the company.
Describe a time when you did not know how to help a customer and what actions you took to address the situation.
It’s hard for me to think of a specific instance of this happening, but in general, if I’m faced with a situation where I’m unsure of how to help,
I would first tell the customer that I’m unsure about their question but assure them that I would look for an answer.
After consulting my resources if I still couldn’t come up with the answer I would consult a colleague or a member of leadership for guidance on the matter and follow up with the customer as needed.
Tell me about a time when you had to say ‘NO’ to a customer request? How did the customer react and how were you able to win their trust?
Situation: I was working as a Customer Service Representative when a customer asked for a discount, even though they had already received several one-time discount in the past.
I politely declined the customer’s request. But I assured the customer that we could explore other avenues.
Action:
I understood where the customer was coming from and their desire to save more money.
So Rather than just saying “no,” I wanted to help the customer in another way. So, I told them about our Autoship program, which would offer them ongoing savings on their future orders As well as a larger discount on the first shipment.
to make the process as smooth as possible and earn the customer’s trust, I offered to set up the Autoship so I could address any questions or concerns they had along the way.
Result:
At first, the customer might have been a bit disappointed But by truly understanding their situation, and offering a viable solution, I was able to gain the customer’s trust and leave them satisfied with the outcome. It’s all about finding the right balance between meeting customer expectations and adhering to company guidelines.
Tell me about a time where you sacrificed results to keep a customer first experience. What was the trade-off? What was the outcome?
During my time as a CSR A customer called in, concerned that his FedEx tracking status showed as pending all day. I empathized with his frustration and told him that it was n’t uncommon for tracking to update within 24-48 hours.
The customer explained that in his previous experiences even with other retailers, every time the tracking showed as pending, his package ended up being lost by FedEx.
The customer was cool as a cucumber the entire time. He really spoke highly of Chewy and expressed his trust in our company, even mentioning that he had purchased stock in the company because of our excellent reputation and his experiences.
As I listened to his story and reviewed his return history, I noticed a pattern of shipping issues with his previous orders. I wanted to make sure the customer felt valued and appreciated, so I made the decision to replace the the order that same day.
Before I could say anything, The customer said “Okay. How about this. I’ve got a quarter sitting right in front of me. If I flip it and it’s heads, we replace the order today. If it’s tails, I’ll give it another 24 hours.” I agreed to his game. I heard the coin flip and land in his hands. He said “It’s heads. Do you want to play best 2 out of 3?” I said no, it would be my pleasure to and send this replacement order out to you today.
Furthermore, I assured the customer that we would investigate the recurring shipping issues with FedEx and take steps to solve the underlying problem which demonstrated our dedication to customer satisfaction and strengthened his trust in our company.
This experience taught me the importance of taking calculated risks and making decisions that prioritize the customer’s experience, even if it meant deviating from standard protocols. By doing so, I not only resolved the customer’s immediate concern but also solidified our relationship and showcased Chewy’s commitment to going above and beyond for valued customers.
