Aldi Mock Interview
Practice 39 Aldi interview questions covering efficiency, customer service, and their fast-paced retail environment.
Question 9 of 39
How well do you handle customer complaints?
Why the Interviewer Asks This Question
First Job
Experienced
Community Answers
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
Addressing customer complaints is an essential part of customer service, and the interviewer wants to hear that you are okay talking through a customer's complaint. Start off by telling the interviewer that you do not mind addressing customer complaints, and you recognize that most customers have good intentions when coming forth with a claim. Tell the interviewer that you take time to listen to everything the customer has to say first to ensure you truly understand what they are upset about. Next, share that you make eye contact with the customer and sincerely apologize to them. Finally, be sure to mention that you offer to correct any mistakes that were made or take the appropriate action to rectify the situation.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"As a volunteer receptionist for a local charity, I sometimes encountered complaints via phone. I was always comfortable in these situations and would first gather their contact information in case we got disconnected. Then I would listen to their concern or complaint to better understand where to route their complaint to if it was not something I could handle. I think with proper resources and training, I would be able to handle customer complaints at Aldi well."
Jaymie Payne is passionate about talent acquistion and has nine years of experience in corporate and healthcare recruitment.
"I feel like I do an excellent job dealing with customer complaints. I've had some corporate training on conflict resolution and customer service that addressed how to handle customer complaints. I always remain professional and polite, never defensive while the customer voices their complaint or concern. Even if they are angry, I'm careful not to match their tone or escalate the situation. I'm always enthusiastic about helping resolve customer issues where possible, and if I'm unable, I reach out to my supervisor to provide that next level of support."
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Anonymous Answer
I handle them on a case by case basis, always letting the customer know we are here to satisfy their needs.
Rachelle's Feedback
The interviewer would like to know your level of comfort when it comes to handling customer complaints. I have offered a revised sample below.
"I handle customer complaints well and am comfortable dealing with customer-related issues. I always let the customer know I am here to serve, and handle each dispute professionally."
Anonymous Answer
I do not mind addressing customer complaints as I know most customers have good intentions when coming with a claim. I would make sure to listen to the customer, make sure to keep eye contact, and apologize. Offer any help to rectify the situation.
Rachelle's Feedback
Good approach! If you have experience with customer dispute resolution, this would be a great time to offer up a story of a time when you turned a customer around.
Anonymous Answer
I've worked in customer service in one way or another for decades. I think I have a knack for listening to people. Starting with an apology is always a good place to begin. Even if you can't fully resolve the issue, giving the customer the feeling that you empathize and want to help is a step in the right direction.
Chad's Feedback
This is an excellent approach to handling customer complaints. You can make your response more impactful by including a story example of a time in your career when you were able to use your customer service skills to successfully resolve a customer complaint.
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