Tell us about a time when you had to resolve a dispute with a customer regarding a transaction.

Sample answer to the question

There was a time when a customer came to the register with an item that was marked at a higher price than they expected. The customer was frustrated and demanded that I adjust the price. I calmly apologized to the customer for the inconvenience and assured them that I would resolve the issue. I quickly checked the item's price in the system and confirmed that it had been incorrectly labeled. I politely explained the situation to the customer and offered to adjust the price to the correct amount. The customer appreciated my prompt response and professional demeanor and thanked me for resolving the dispute.

A more solid answer

I encountered a situation where a customer was upset because they believed they had been overcharged for an item. The customer expressed their frustration at the register, and I immediately empathized with their concerns. I calmly apologized to the customer and assured them that I would investigate the issue. I carefully reviewed the item's price in the system and compared it to the shelf tag. Upon discovering that the shelf tag was incorrect, I promptly took action to resolve the dispute. I politely explained the situation to the customer, acknowledged their frustration, and offered to adjust the price to the correct amount. I also assured them that I would notify the relevant department to fix the pricing discrepancy. The customer appreciated my swift response, attention to detail, and commitment to resolving the issue. They thanked me for my professionalism and left the store satisfied with the outcome of the dispute.

Why this is a more solid answer:

The solid answer provides more specific details about the actions taken to resolve the dispute. It demonstrates effective communication, problem-solving, and customer service skills. However, it can be further improved by including examples of leadership and team-building abilities, as specified in the job description.

An exceptional answer

During my time as a cashier, I encountered a challenging dispute with a customer regarding a transaction. The customer came to the register with several items but claimed that they had been charged incorrectly for multiple products. The customer was visibly frustrated and demanded an immediate resolution. I remained calm and empathetic while listening to the customer's concerns. I took charge of the situation by providing assurance that I would investigate the issue thoroughly. I reviewed each item's price and compared it to the customer's receipt, meticulously checking for any discrepancies. After identifying a few instances where the prices did not match the customer's expectations, I explained the findings to the customer in a clear and concise manner. I offered a solution by adjusting the prices accordingly and even provided a discount as a gesture of goodwill for their inconvenience. Additionally, I reassured the customer that I would address the issue with the relevant department to prevent similar incidents in the future. By actively listening, taking ownership, and providing a fair resolution, I successfully resolved the dispute and restored the customer's faith in our service. The customer expressed their gratitude for my professionalism, attention to detail, and dedication to ensuring customer satisfaction.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by providing more extensive details about the situation, the actions taken, and the outcome. It showcases exceptional customer service, problem-solving, and communication skills. The answer also demonstrates leadership and the ability to handle stressful situations calmly, as specified in the job description.

How to prepare for this question

Familiarize yourself with the store's point-of-sale systems and cash handling procedures.
Practice active listening and empathy to effectively address customer concerns.
Develop strong problem-solving skills to resolve disputes with customers.
Be prepared to provide examples of situations where you dealt with difficult customers and successfully resolved conflicts.
Highlight your attention to detail and ability to handle stressful situations calmly.
Demonstrate your ability to prioritize and manage time effectively to handle multiple transactions efficiently.

What interviewers are evaluating

customer service
problem-solving
communication