How would you deal with an angry customer while you were busy completing tasks?
At Aldi, you will likely have tasks to complete each day and you may perform those tasks in an area where customers are shopping. The interviewer wants to hear that customers are your top priority. Explain that you would stop what you were doing and give the customer your full attention, then focus on how you would address and assist the customer resolve their issue. Be sure to mention that most challenging customers do not take much time, and they just want to know that their opinion is being heard. If you have any training in customer dispute resolution, this is a great time to bring this up as well.
"I would stop what I was working on and give them my full attention. If they needed help finding an item, I would escort them to where it was located. If they had a question about a price or sale, I would make sure I found the correct information to assist them. Whatever the issue, I would resolve it to its fullest, before returning to my assigned task."
"I have received some training in customer dispute resolution and am more than comfortable dealing with angry customers. I know that most people who are upset, need to be heard. I would stop what I was doing and actively listen while showing that I understood the hardship or predicament. I would repeat back what they said to me, and then ask them how I can help. If it were an issue I couldn't assist with, I would get my supervisor right away."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
I would stop what I was doing and address the issue so the customer knows they have my attention.
Rachelle's Feedback
Perfect!
Anonymous Answer
I would immediately stop what I was doing and listen to the customer first and foremost. I would then apologize to the customer. I notice that angry customers don't take much time; they just want their opinions to be heard.
Rachelle's Feedback
A listening ear is always helpful when you're working with customer complaints or grievances. It's a nice addition to mention that you would immediately stop rather than helping the customer when it's most convenient for you.
Anonymous Answer
I find that most people that are angry simply want someone to listen. Letting someone communicate their issues completely goes a long way in solving their problem. Many people wait to talk. I prefer to listen and respond with a solution if I can.
Chad's Feedback
Taking the time to listen to the customer and allowing them space to communicate is always a smart approach when you are dealing with an angry customer. If possible, demonstrate your customer service skills by including a personal example of a time in your career when you were able to use this strategy to successfully satisfy a customer complaint or grievance.
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