Tell me about a time when you had to address a customer complaint or issue. How did you handle it?

Business Account Manager Interview Questions

Sample answer to the question

One time, a customer contacted our company to complain about a product they purchased that was not working properly. I listened carefully to their concerns, empathized with their frustration, and assured them that I would do everything in my power to resolve the issue. I asked them to provide specific details about the problem and any relevant purchase information. After gathering all the necessary information, I escalated the complaint to our technical support team. I kept the customer updated throughout the process, ensuring that they felt valued and their issue was being prioritized. Ultimately, our technical team was able to diagnose and fix the problem, and I personally followed up with the customer to confirm that the issue had been resolved to their satisfaction.

A more solid answer

A few months ago, a key business client reached out to express their frustration regarding a delayed delivery of their order. I immediately scheduled a call with the client to empathize with their concerns and gather all the necessary details. After understanding the urgency of the situation, I worked closely with the logistics team to identify the cause of the delay and find a solution. I kept the client informed during the entire process, providing frequent updates and reassurances. In the end, we were able to expedite the delivery and fulfill the client's order on time. The client expressed their gratitude for my prompt and effective handling of the issue, which strengthened our relationship and led to additional sales opportunities.

Why this is a more solid answer:

The solid answer provides a specific example of a customer complaint and outlines the candidate's actions to address the issue. It also mentions the use of strategic account planning and sales skills, as the candidate worked to maintain and strengthen the relationship with the key business client. However, the answer could still benefit from more details and specific outcomes.

An exceptional answer

Last year, a business client contacted me urgently about a major problem they were facing with our software solution, which was impacting their operations. I immediately scheduled a meeting with the client to fully understand their challenges and the impact it had on their business. I assembled a cross-functional team consisting of technical experts, project managers, and senior executives to address the issue comprehensively. We worked around the clock, conducting root cause analyses, developing action plans, and executing them with precision. Throughout the entire process, I maintained constant communication with the client, providing daily updates and addressing any concerns they had. As a result of our collective efforts, we successfully resolved the issue within the agreed-upon timeframe, minimizing disruption to the client's business and ensuring their satisfaction. The client not only continued their partnership with us but also provided a glowing testimonial about our commitment to customer success.

Why this is an exceptional answer:

The exceptional answer goes above and beyond by illustrating a high-stakes customer complaint and the candidate's ability to handle it with urgency and professionalism. It highlights the candidate's strong problem-solving skills, project management abilities, and customer service orientation. The answer also showcases the candidate's strategic account planning and client relationship management skills by involving a cross-functional team and ensuring the client's satisfaction. Overall, it provides a comprehensive and impressive response to the question.

How to prepare for this question

Reflect on past experiences where you successfully resolved customer complaints or issues. Think about the specific steps you took and the outcomes achieved.
Familiarize yourself with the company's products or services, as well as any common customer complaints or issues that may arise. This knowledge will demonstrate your preparedness and ability to address customer concerns effectively.
Brush up on your communication skills, both verbal and written. Be prepared to actively listen to customer complaints, express empathy, and clearly communicate the steps you will take to resolve the issue.
Practice explaining complex technical issues in simple terms to ensure that customers understand the situation and solutions.
Consider studying project management principles and problem-solving techniques to enhance your ability to handle customer complaints and issues in a systematic and efficient manner.

What interviewers are evaluating

Customer service orientation
Communication abilities
Analytical and problem-solving skills