Customer Representative Mock Interview
Practice 26 Customer Representative interview questions covering conflict resolution, communication skills, and service scenarios.
Question 4 of 26
Describe a situation when you had a negative customer reaction?
How to Answer
Example Answer
Community Answers
Let the recruiter know that despite the negative reaction, you had worked the situation around. Everybody has bad days, what's important is the way you react to the problem.
"There was a time that I had to refuse a customer's unreasonable request due to company policy. In order to appease the customer, I empathized with their situation and communicated a willingness to help them find an alternative."
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Anonymous Answer
While working as a guest attendant in the lodges, a lady who I had already checked in walked in angrily claiming that I gave her a room that she had not booked. She claimed that she had booked a room with a full view. After confirming the website where the booking was made, our partners had changed the profile of the room to full view instead of the partial view. After apologizing for the mistake, I informed her that since we are in a heritage park, we were not allowed to cut down trees and hence all the rooms have a partial view of the lake. However, with a consultation with the, I upgrade her to a new place which she likes. I had excellent feedback when she checked out after five days.
Mary's Feedback
Excellent example- great job typing in the result/outcome. I have reformatted for brevity.
While working as a lodge guest attendant, I had a dissatisfied customer who believe I had booked her in an incorrect "partial-view" room instead of a "full-view" room. I apologized for the misunderstanding and showed empathy for her frustration. I explained to her the lodge policy of only having "partial view" rooms because the historic park the lodge was located on prevented tree-cutting. I offered to upgrade her room (which were within the company guidelines). She was very pleased with the outcome and even provided excellent feedback on my service when she checked out.
Anonymous Answer
I was unable to accommodate a customer request for fee refunds, due to system limitations on the account and guidelines. They had already had several refunds. I explained to them that I do understand it's frustrating throwing money away on fees. I started a check register for them and showed them how to use it "” also offered options for overdraft protection to ensure no more fees. Being proactive and offering solutions usually diffuses negativity.
Rachelle's Feedback
Was the negativity diffused in this specific situation? This is a good example because you showcase your ability to think of a variety of solutions that will help the customer. You also show an ability to think ahead by assisting the customer in avoiding the situation from happening again.
Anonymous Answer
While working at the travel insurance desk, a Client sent a request was sent in for a month's coverage, I immediately issued the cover, but unknowingly to me, the Customer had called earlier that he would prefer an annual multiple coverages that will serve him through the year being a frequent flyer and the difference was paid. The customer called and was furious that his instruction was not carried out. I apologized and confirmed the payment, and the updated travel insurance certificate was immediately forwarded to the client.
Stephanie's Feedback
It sounds like you handled a tough customer gracefully! To take your response from good to great, you should add a closing sentence that shows the positive impact that your actions had on the client. Was the client pleased with the outcome? Did they express satisfaction? If so, include that as a clinching sentence. It's great to show that your exceptional customer service skills had an impact!
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