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Describe a time when you had to handle a customer who was upset or dissatisfied with the company's policies or procedures. How did you address their concerns and find a solution?

Customer Service Representative Interview Questions
Describe a time when you had to handle a customer who was upset or dissatisfied with the company's policies or procedures. How did you address their concerns and find a solution?

Sample answer to the question

I once had a customer who was very upset with our company's return policy. She had purchased a product online and wanted to return it, but she had missed the return window by a few days. When she called our customer service line, she was frustrated and complained about the inconvenience and lack of flexibility in our policy. I listened attentively to her concerns and empathized with her frustration. I assured her that I understood her situation and apologized for any inconvenience caused. I then explained our return policy and the reasoning behind it, emphasizing that it was in place to ensure the best experience for all customers. However, I also wanted to find a solution that would satisfy her. After consulting with my supervisor, I was able to offer her a store credit for the full amount of the product, which she gladly accepted. She was grateful for the personalized attention and felt valued as a customer.

A more solid answer

I once had an experience with a customer who was extremely dissatisfied with our company's policies regarding cancellations. The customer had booked a vacation package and had to cancel due to unforeseen circumstances. However, our policy stated that cancellations had to be made at least 48 hours in advance to receive a refund. When the customer called to cancel, she was upset and felt that the policy was unfair. I remained calm and professional throughout our conversation, actively listening to her concerns. I assured her that I understood her frustration and apologized for any inconvenience caused. I explained the reasoning behind our policy and why it was necessary for the smooth operation of our business. However, I also wanted to find a solution that would satisfy her. After discussing the situation with my supervisor, we decided to make an exception and offer her a partial refund as a gesture of goodwill. I communicated this solution to the customer and she was delighted. She thanked me for my understanding and for going above and beyond to meet her needs.

Why this is a more solid answer:

The solid answer includes more details about the candidate's communication skills, customer service orientation, and problem-solving skills. It highlights how the candidate remained calm and professional, actively listened to the customer's concerns, and found a solution that satisfied the customer's needs. However, the candidate could provide additional examples or specific details to further strengthen the answer.

An exceptional answer

In my previous role as a Customer Service Representative, I encountered a challenging situation with a customer who was extremely dissatisfied with our company's shipping procedures. The customer had placed an order online and paid for express shipping, expecting to receive the package within two business days. However, due to an unforeseen delay in our warehouse, the package was not shipped on time. When the customer called to inquire about the delay, she was understandably upset and expressed her disappointment with our company's lack of reliability. I immediately apologized for the inconvenience and assured her that I would investigate the issue to find a solution. I proactively contacted the warehouse team to inquire about the delay and communicated with the carrier to expedite the shipment. I provided regular updates to the customer, keeping her informed about the progress of her order. Additionally, I offered her a discount on her next purchase as a gesture of goodwill. By taking quick and decisive action, I was able to resolve the issue and restore the customer's faith in our company. She expressed her gratitude for my prompt and effective handling of the situation and become a loyal customer.

Why this is an exceptional answer:

The exceptional answer provides a detailed account of the candidate's communication skills, customer service orientation, and problem-solving skills. It demonstrates how the candidate took immediate action to address the customer's concerns, communicated effectively with internal teams and the customer, and offered a solution that went above and beyond. The candidate also highlighted the outcome of the situation and how it resulted in a loyal customer. The answer could be further improved by providing specific metrics or examples to showcase the candidate's impact on customer satisfaction.

How to prepare for this question

  • Familiarize yourself with the company's policies and procedures, especially those that are frequently criticized by customers.
  • Practice active listening and empathy to effectively address customer concerns and frustrations.
  • Develop problem-solving skills by familiarizing yourself with different scenarios and potential solutions.
  • Role-play customer interactions to improve communication and customer service skills.
  • Stay updated on industry trends and best practices in customer service to provide the most relevant solutions to customers.

What interviewers are evaluating

  • Communication skills
  • Customer service orientation
  • Problem-solving skills

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