At LiveCareer, we live and breathe the belief that we can help people transform their work lives, and so do our contributors. Customer service refers to the part of a business which attends to the needs of its customers. Reiterate the customer's primary points and concerns back to them and make sure you apologize for the issue. Example: “I actively readjust my attitude during a conflict situation. You might say you’d grab a supervisor for assistance. Show us that you know what to expect in your job, that bad customer behavior will not discourage you, that you will try your best to satisfy every client with your service. From journalists with years of experience covering workforce topics, to academics who study the theory behind employment and staffing, to certified resume writers whose expertise in the creation of application documents offers our readers insights into how to best wow recruiters and hiring managers, LiveCareer’s stable of expert writers are among the best in the business. So, don’t take anything they say personally. You might explain that you’re somebody who can handle being yelled at when you recognize that the anger isn’t directed at you and can empathize with the customer’s complaints. Avoid Putting the Caller on Hold. How would you handle it? Third, re-state the main points so both of you are clear about the situation. Giving the Right Answer Don’t generalize the topic. Customer Service Scenario 1: Angry customer An angry customer is something just about every seasoned business owner has witnessed. Try to provide concrete examples of how you’ve responded to angry clients in the past. It's the name of the customer service game, unfortunately. A great sample response to this type of question would be: I know sometimes customers may be upset or unhappy with their experience with a particular product or service and will contact the company to let them know. Our experts come from a variety of backgrounds but have one thing in common: they are authorities on the job market. You could share that you’d allow frustrated customers to vent for a few minutes so they feel heard—and so that you and they both know you fully understand the situation—before you try to solve their problem. Active listening means concentrating … How well do you work under high pressure/in high stress situations? Put yourself in their shoes and remember that their anger is ultimately at the problem they are encountering, not you. I would then repeat back the information they’ve shared so that they’d know I’ve understood their concern and am eager to help resolve it. Tags: See More, See Less 8. If they are abusive, tell them you're willing to listen, but only if they stop using profanities. It is important that the response you give to the job interview question is truthful, relevant to the position, and shows value to the school district. How to deal with an angry customer - - Stay calm, do not raise voice - Do not use defensive or aggressive body language like having your arms crossed or hands on hips - Listen to the customer completely, whether you agree or not. Imagine being on the job and a man comes into the store a second time to complain that he was double charged for a bag of chips. Jobs Present yourself as someone who is eager to address client concerns through active listening, product or service education, analytical problem-solving, and conflict resolution. Your interviewer is asking you this question to really get a feel on how you handle frustration and to see how much you value customers. I always approach a customer’s complaint assuming positive intent, as most complaints I've dealt with were totally justified. Tell the interviewer that you’re willing to resolve the problem as much as possible. Keep your hand gestures and body language to a minimum and strictly professional. How would you build rapport with a customer. Then you would tell the customer you apologize for the inconvenience and you understand they are upset. C) It tests intellectual capacity. Interview question for Part Time Fashion Consultant in Houston, TX.How would you handle an angry customer? This Site Might Help You. Do not talk about any situations where you failed to answer the customer, respond fast enough, respond appropriately or made a mistake. I would get to the bottom of the customer’s complaint and assess the most efficient, direct, and swift way to make things right again. Here are a few different types of angry customers and how to deal with them as a customer … It is not what you answer with , it is how you answer the question. For the sake of clarity and efficiency, I would first ask the customer to explain the problem to ensure I’m the right person to assist them. 1. The reason there is a trick component to this type of behavioral interview question is because: You don’t want to accidentally talk about a problem you … Click here to read more. Be mindful of your tone, emotions, enthusiasm and body language. Interview question for Energy Advisor in Victorville, CA.1.How would you handle a customer that wants to talk to a manager. Customer Care Professional Interview Brighton, England. I would acknowledge their feelings and concerns, and inform them that I would be more than happy to assist them with resolving the problem. Listen. Here’s how to make sure you ace your answer to “Tell me how you handled a difficult situation” in your next interview. Build a relationship with that customer to gain their loyalty. However, your job in this situation is to stay cool and collected. Avoid using clichés and canned responses. As a result, your interviewer wants to know if you’ll be able to … It can be very easy to become flustered while answering this type of question. Take a deep breath, and as you do, feel compassion for yourself, smiling inwardly. Employers ask this question not only to see if you are knowledgeable about effective customer service and conflict resolution strategies, but also to gauge the level of your enthusiasm for what can often be a stressful occupation. Which is true of the interview question: "How would you handle an angry customer?" 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