Barnes and Noble Mock Interview
Practice 35 Barnes and Noble interview questions covering bookselling, customer service, and literary passion.
Question 4 of 35
What would you do if a customer argued with you about a potential return?
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Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
Barnes and Noble's return policy is clearly stated on their website. They expect their employees to follow it closely. However, staff must also interact with customers respectfully and courteously. Describe how you would handle an argumentative customer professionally. Remember, as a Barnes and Noble associate, your job would be to act in the best interest of the company.
Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
"Argumentative customers can be stressful, but I have experience handling them professionally. If a customer argued with me about the company's return policy, I would respectfully explain the policy again, assuring the customer that I have done everything within my power to help them. If they still did not accept my answer, I would call for a manager. A manager may choose to override a policy if the situation calls for it, but as an associate, that wouldn't be my place. My job is to provide the best customer service possible within the company's express guidelines."
Jordan Henry is a technical and creative writer with experience in career development and resume/cover letter building.
"I know that return policies are set for a reason, and being a good team-member means abiding by all of the rules and policies of the company. I've been in situations in the past where customers were angry with me about policies I had no control over. When this happens, I just have to listen patiently, not take their criticism personally, and work with them to find a solution to their problem that aligns with the company's policies."
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Anonymous Answer
The first thing I would do in a situation like this is to remain as calm as possible and listen to what the customer has to say. I would also follow company procedures for these types of situations.
Marcie's Feedback
Great! Actively listening to the customer, remaining calm, and following company procedures are all important in this type of situation. You might also tell the interviewer that you'll repeat the complaint back to the customer to make sure you heard them correctly and thank them for bringing it to your attention. In addition, you might also explain the steps that you plan to use to solve the problem and set up a time to follow up with them if necessary. Also, being sincere and emphasizing that this is a priority for you might also be helpful as well.
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