Agilent Technologies Mock Interview
Practice 27 Agilent Technologies interview questions covering life sciences, diagnostics, and analytical instrumentation.
Question 16 of 27
We value our customers at Agilent Technologies. How do you respond to customer or client complaints?
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Amanda is a Senior TA Analyst passionate about improving the candidate hiring experience across the IT and Hospitality Markets.
If you are interviewing for a customer or client facing role, you want to show off your ability to deal with conflict and nurture client relationships. Give an example of a time you successfully helped resolve a customer's issue.
Amanda is a Senior TA Analyst passionate about improving the candidate hiring experience across the IT and Hospitality Markets.
"A customer called me very frustrated about a problem with one of our software products. I listened and told them I would be happy to help. I asked more questions to understand the problem and then suggested once I had a better idea of what might solve it. The customer was very relieved and grateful that I took the time to listen and make sense of the issue."
Amanda is a Senior TA Analyst passionate about improving the candidate hiring experience across the IT and Hospitality Markets.
"I recently completed a course on customer service and dispute resolution, so I am confident in my ability to handle client related issues. Active listening and genuine empathy is always the backbone of my approach with customers."
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By listening carefully first and evaluate the situation. I rather not give an immediate answer without having a careful plan to address the complaint. Though I will promise to get back to them with a specific date/time.
I make an action plan keeping in mind achievable targets and avoid overpromising.
Return back to the customer before the promised time and present my plan or actions taken to defuse the situation.
Monitor the action plan progress and results, adjust or tweak as needed.
Most importantly I have to return to the customer discussing the results and their feedback. And how we are going to work to prevent such reoccurrence.
Marcie's Feedback
Great answer! You clearly spell out all the steps you would take to handle customer complaints in a friendly, professional, and timely manner. You might consider mentioning that if a solution comes to you while you're listening to the client's complaint, that you will immediately implement it so the customer receives a quick and satisfactory response. But if you're not able to do this, then you will come up with an action plan and contact the client about it before the date/time you've promised. Do you ever talk to a manager when devising the action plan? If so, you may want to add that step into your answer as well. Ultimately, your answer makes you sound knowledgeable and efficient when handling customer complaints, which is great.
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