Questions About Dealing With Difficult Customers Flashcards
How Do You Deal With Difficult Customers?
At my previous job, once a customer came yelling due to some trouble with her order. I knew she was frustrated, and instead of taking her words personally, I tried to ensure her that the issues will be processed by the team. I listened to all her problems patiently and apologized. She was basically making efforts to return an item without any receipt for the same.
I explained to her that we could not process the cash refund without getting the original receipt, but it is possible to give store credit of an equivalent amount. In this way, the problem ended in a win-win situation. After this, she became a loyal customer of the brand, and we also received a positive review from her online.’
What Does Great Customer Service Mean To You?
‘To me, great customer service means going above and beyond in order to meet and exceed customer expectations. It starts with identifying the issues of a customer through active listening and using in-depth knowledge of a company’s products or services to find effective and efficient solutions.
Excellent customer service is a top priority for any company, and it is essential to create loyal and returning customers. The ultimate goal is to give customers the best possible user experience with a product or service and build a positive reputation for the company.’
Tell Me About A Time When You Turned An Unsatisfied Customer Into A Happy One
‘In my previous position, where I worked as a customer service representative, I had to solve a situation with an angry customer. The customer wanted to return an item bought in the store without a receipt. He demanded a full return but company policy only allowed me to offer him store credit or let him exchange the product.
The first important step I took in this situation was staying calm and making sure that he felt heard. I listened carefully to the customer and apologized for the inconvenience. Through empathizing and reassuring that I was there to support him and resolve the matter the tensions calmed. I assisted him in the store in finding a similar product which he really appreciated. He told me he understood my position and was happy with the new product.’
a strong answer:
demonstrates your creativity and conflict resolution skills to help solve an issue with a customer.
Also, the answer shows that you abide by the policies as set by the company, which is very important in such situations.
The answer has a positive outcome, which is great to make a good impression on an interviewer.
