How well do you handle customer complaints?

Why the Interviewer Asks This Question
Focus Your Answer On
What to Avoid
Entry Level Example
Experienced Example

Research Walgreens' unique brand of customer service so you know in advance how to align your approach with theirs. They define their customer experience as engaging "customers and patients by greeting them and offering assistance with products and services. Resolves customer issues and answers questions to ensure a positive customer experience. Models and shares customer service best practices with all team members to deliver a distinctive and delightful customer experience, including interpersonal habits (e.g., greeting, eye contact, courtesy, etc.) and Walgreens service traits (e.g., offering help proactively, identifying needs, servicing until satisfied, etc.)."

Focus on describing how you remain calm and professional when handling a customer's complaint. Explain how you listen to the customer, communicate how you want to help them, and involve management when the issue is above your training or experience.

Avoid saying you get angry with the customer, ignore them, or immediately call a supervisor. While it is good to involve your supervisor when needed, the interviewer wants to gain insight into your conflict resolution and problem-solving skills. If you cannot remain calm and professional and handle the matter, the interviewer may pass you over for another candidate.

"I see addressing customer complaints as an essential part of customer service. I recognize most customers don't have ill intentions. They just want what they paid for and to feel valued for their brand loyalty. I'm okay with listening and talking through their grievance. I'll always take time to listen to everything the customer has to say first to ensure I truly understand what they are upset about. I'll maintain eye contact with the customer and empathize with sincerity. I'll offer to correct any mistakes or take the appropriate action to rectify the situation. I have training in customer dispute management and am always diplomatic in my approach."

"I have some training in customer resolution management and professionally handling customer complaints. I would rate my skills in this area a 9/10. I am confident in my ability to create a resolution for a customer who is not happy with their product or service."