BC Hydro Mock Interview
Practice 35 BC Hydro interview questions covering safety protocols, power systems, and public utility operations.
Question 11 of 35
Sometimes our customers do not understand their bill and they will reach us with questions. Tell me about your communication skills and how you would respond to an irate customer.
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Jessica is an experienced HR Business Partner with over 6 Years of experience in recruiting and interviewing for various industries including Oil & Gas, Aviation, Start-Up, Healthcare, and more.
Keeping a customer calm when they do not understand their bill can be a challenging task. Customer service is important at BC Hyrdo, so the interviewer wants to hear about a situation where you used your customer service skills to handle an irate customer and were successful in de-escalating the situation.
Ryan Brown created and launched MockQuestions in 2008.
"I had a customer call last week because her bill was twice the amount of what she was expecting. She was distraught because her bill had always consistently been the same. I listened and let her know I understood where she was coming from, ensuring her I would move as quickly as I could to find a solution. Listening and empathizing helped her to calm down and ease the tension during the call. My manager agreed that we would, one time only, discount her bill by half. She was happy, and we kept a customer complaint from blowing out of proportion."
Jessica is an experienced HR Business Partner with over 6 Years of experience in recruiting and interviewing for various industries including Oil & Gas, Aviation, Start-Up, Healthcare, and more.
"Irate customers are usually just wishing to be heard. If I were to come across a customer who is unhappy, I would ask them to tell me more about what was bothering them. Once I have a clear understanding of the true problem, I can research ways to bring a solution to them."
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