Describe your most difficult customer and how you handled it.
"There was a customer was upset that the product they received didn't seem like the photos online, and wanted a refund on the product and the shipping, and wanted the more expensive model shipped to them at the cost of the refunded item, and they also wanted the shipping cost waived. Looking at their history, it was clear they'd requested several refunds before for the same reason, and had made similar demands in the past. It seemed as if they'd gotten familiar with how to work the system. But on this occasion, when I looked at the photos, it did seem as if the more expensive models photos were representing the budget product. So, I refunded the product and the shipping, and gave them a credit for shipping the item back. I then told them once we got the returned it, I would offer free shipping on the more expensive model, and a coupon on an order of 50 or more. By actively listening, empathizing, and explaining the situation on my end with transparency, they felt heard and expressed gratitude for my generosity."
This evaluates how comfortable you are working in a customer centric environment, how well you handle upset customers, and whether your approach fits into the culture of their brand. This also assesses the strength of your communication skills and how far you go to address the needs of your customers. The assessment vendor will also evaluate how well you handle difficult or stressful situations, and if recalling this situation triggers a stress-memory response.
Your aim is to convey how well you work under pressure by showing that you are comfortable communicating with others, even when they are being challenging. Go deeper than 'the customer is always right'. Focus on Amazon's culture, branding, and while you aim to create genuine human connection. Looking at their leadership principles, "Customer Obsession: Leaders start with the customer and work backwards. They work vigorously to earn and keep customer trust. Although leaders pay attention to competitors, they obsess over customers."
Answer this question by describing the situation and what upset the customer to begin with. Explain how you identified an opportunity to satisfy a customer's needs, how you identified the steps needed to resolve the issue, and how that resulted in delivering a great customer experience. Exhibit positivity and an enthusiasm for working in a customer centric environment. Detail the logic behind your course of action, what separated this example from your daily routine, and how you exceeded their expectations.
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