How to Answer: How would you handle a customer who is aggressive towards you or a co-worker?
Advice and answer examples written specifically for a Barnes and Noble job interview.
19. How would you handle a customer who is aggressive towards you or a co-worker?
How to Answer
Employees in customer-facing roles regularly encounter angry or upset customers, and sometimes those customers can become aggressive and rude. Barnes and Noble expects their employees to be professional and diplomatic when handling such customers. Tell the interviewer how you would deal with an aggressive customer. This might include taking deep breaths to keep your composure, acknowledging the customer's feelings, or involving a supervisor to defuse the situation. If you have experience dealing with aggressive customers, draw on that experience in your response.
Written by Kimberly Hallman on April 10th, 2023
1st Answer Example
"If I had an aggressive and disrespectful customer, I would calmly but firmly ask them to calm down. I would do my best to work with the customer and solve their problem, but if they were a threat to my coworkers, the other customers, or me, I wouldn't hesitate to call a manager or security if necessary."
Written by Kimberly Hallman on April 10th, 2023
2nd Answer Example
"I know that customers are just people like the rest of us; we all have bad days! If a customer was upset, I would make them feel heard and understood, and then I would let them know I would do everything I could to address their concerns. Sometimes, people just need to know that their problems are important to someone else. I would maintain my calm disposition and positive attitude."
Written by Kimberly Hallman on April 10th, 2023