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Lowes Mock Interview

Question 18 of 40 for our Lowes Mock Interview

Lowes was updated by on June 26th, 2023. Learn more here.

Question 18 of 40

How do you handle customer complaints?

"I handle customer complaints like an expert! I have some training in customer dispute resolution and have trained other retail sales reps. When a customer is upset, I find it's best to listen, repeat back to them for the sake of understanding, and then ask them what kind of resolution they would like to see. Apologizing also helps."

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How to Answer: How do you handle customer complaints?

Advice and answer examples written specifically for a Lowes job interview.

  • 18. How do you handle customer complaints?

      What You Need to Know

      Your interviewer needs to ensure that anyone they consider hiring would conduct themselves with integrity while preserving their reputation when engaging with their customers. So, break down your approach to engaging with a dissatisfied customer. Showcase your customer service skills and how you possess the communication skills necessary to turn their customer experience around. Share with them the hard work you would put into every interaction and your commitment to doing the right thing.

      Written by Kevin Downey on June 23rd, 2023

      Focus Your Answer On

      Marvin R. Ellison, the president and CEO of Lowe's said, "Lowe's reputation is a priceless asset which has been earned through years of our associates' hard work, and through our dedication to being a responsible company and a good corporate citizen. We are proud of our reputation, and believe that every associate, officer and director shares Lowe's commitment to doing the right thing. Our business goals are important to our success, but it's just as important to achieve these goals in a culture of compliance and integrity. I, along with Lowe's stakeholders and all our fellow associates, trust and expect that we can deliver results ethically and in ways that can make us all proud."

      Written by Kevin Downey on June 23rd, 2023

      Answer Example

      "I handle customer complaints like an expert! I have some training in customer dispute resolution and have trained other retail sales reps. When a customer is upset, I find it's best to listen, repeat back to them for the sake of understanding, and then ask them what kind of resolution they would like to see. Apologizing also helps."

      Written by Ryan Brown

  • About the Author

    My first job was working for a contractor at twelve years old. We tore up the old vinyl flooring in a kitchen, scraped the concrete substrate, and then laid down the terra cotta tile. It was dirty, physical labor, but it was fun. Later, I worked several food service and retail jobs to support myself through high school and college. In retail, I learned how to multi-task, keeping track of my progress while repeatedly having to drop everything for our demanding customers. This was the most difficult, and often the most frustrating, part of those jobs. Yet, those retail environments didn’t feel like a good fit for me at the time. The truth is, everyone I worked with in those jobs didn’t want to be there either. We weren’t having a good time, and neither were our customers.

    After college, I put retail behind me and landed in the office sector as a graphics designer and administrative assistant. I enjoyed the nature of the work, but it lacked variety and was far from physically challenging. During a recession, I experienced a couple of layoffs and realized I was tired of working in a cubicle. So, I decided to get my hands dirty again and found a physically demanding job outdoors that I enjoyed but which lacked social interaction. That eventually led to me returning to working in a physically demanding retail environment.

    I found measurable success when I landed a new job in a great city with a diverse demographic. Unlike the others, this retail job felt like the right fit for me. Our customers were always happy to be there, and the social aspect of the job was vibrant. I worked hard, had a great attitude, and felt gratitude, enthusiasm, and passion for what I was doing. I was having fun. It was such a good fit, and I enjoyed myself so much that I caught the attention of management and was recruited into a leadership position. My management career suddenly took off. When I entered the leadership realm, I was transferred to the toughest store in our region and was working for a boss who was an infamous tyrant. But I got along with him well enough for my part and enjoyed every challenge thrown my way.

    The growth that came over me during those years endured and eventually led me to greener pastures. When I had taken that career as far as I could, risen as high as I could, I said my thanks to all the company had given me, and took my management skills to the high-end art world. This eventually led to managing my own business as a writer, finally putting the combination of my degree and my work experience to use. It took some time to find my footing on my career path, and it certainly wasn’t linear. I had no idea where my degree would lead me, nor had I imagined my working experience would lead me where it did.

    Now, looking back on my journey, I realized what I enjoyed most along the way was finding like-minded individuals who found their path. I discovered a passion for recruiting those I knew belonged, coaching and training them, helping them along their way, and even offering career coaching at career fairs. Today, writing for mockquestions.com, I am still enthusiastically doing what I love and looking forward to seeing where my path leads me next.

    Learn more about Kevin Downey