Tell me about a time when you provided information and resolved a customer's complaint.

Sample answer to the question

I had a customer who came in with a complaint about a product they purchased. I listened attentively to their concerns and empathized with their frustration. I provided them with information about our return policy and offered a solution that would resolve their issue. I calmly explained the process and assured them that we would do everything we could to rectify the situation. Ultimately, I was able to resolve their complaint to their satisfaction and they left the store feeling valued and heard.

A more solid answer

In a previous role, I had a customer who was upset about a faulty product they had purchased. I immediately acknowledged their frustration and asked them to walk me through the issue in detail. This allowed me to gather all the necessary information to assist them effectively. I then provided them with clear and accurate information about our return policy, explaining their options and any potential fees involved. I took the initiative to find a replacement product for them and expedited the process to minimize any inconvenience. Throughout the interaction, I maintained a calm and empathetic tone, actively listening and reassuring them that we would address their complaint. By the end of the conversation, the customer expressed gratitude for my assistance and left the store satisfied with the resolution.

Why this is a more solid answer:

The solid answer includes specific details about how the candidate listened to the customer's concerns, provided clear information about the return policy, and took the initiative to find a solution. It also highlights the candidate's problem-solving skills and their ability to communicate effectively.

An exceptional answer

I had a customer who came into the store extremely upset about a recent online purchase. It turned out that they had received the wrong item and were frustrated by the inconvenience. I immediately approached the customer with a warm greeting and apologized sincerely for the mistake. I listened attentively to their concerns and validated their emotions, understanding how important it was to restore their trust in our company. To resolve the issue, I provided them with comprehensive information about our return process and assured them that we would cover any additional costs for return shipping. Additionally, I offered them a gift card as a gesture of goodwill to compensate for the inconvenience they had experienced. Throughout the conversation, I maintained a calm and empathetic demeanor, actively engaging with the customer to assure them that we valued their satisfaction. By the end of our interaction, the customer expressed gratitude for the personalized attention and was delighted with the resolution we provided.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by providing additional details about the candidate's approach to handling an upset customer, including offering a gift card as a gesture of goodwill. It also emphasizes the candidate's ability to provide personalized attention and ensure customer satisfaction.

How to prepare for this question

Familiarize yourself with the company's return policies and procedures to effectively provide information to customers
Practice active listening skills to demonstrate empathy and understanding towards customers
Consider thinking of creative solutions or gestures of goodwill to resolve customer complaints
Highlight examples from past experiences where you successfully resolved customer complaints and communicate the outcomes effectively

What interviewers are evaluating

Customer Service
Problem-Solving
Communication