Big W Mock Interview
Practice 32 Big W interview questions covering retail operations, customer service, and team collaboration.
Question 4 of 32
At Big W we have a very clear return policy. How would you handle a customer who was arguing with you about a potential return?
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Example Answer
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Jordan Henry is a technical and creative writer with experience in career development and resume/cover letter building.
As a Big W employee, you will come across customers who want to argue with store policy. Assure the interviewer that you can handle situations like this with poise while making the customer happy and keeping the needs of the company in mind as well.
Jordan Henry is a technical and creative writer with experience in career development and resume/cover letter building.
"Return policies are meant to be followed; however, there may be some exceptions allowed from time to time. I feel that having a satisfied customer is most important and sometimes refusing a return is not worth the bad word of mouth or risk of negative online review. There is a fine balance between being accommodating and being a pushover. If I were unsure of the best decision, I would ask my supervisor for clarification."
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Anonymous Answer
Polite and calm tone and manner. SMILE.
Try to resolve this within company policy. If unable to satisfy the client call your manager for support.
Marcie's Feedback
It sounds like you already have an established process in place to handle a disgruntled customer, which the interviewer will appreciate. Remaining calm, polite, friendly, and professional is definitely a good idea. Consider mentioning that you will actively listen to the customer's issues, repeating statements back to clarify your understanding of the matter. Reiterate that you will aim to resolve the problem for the customer in a timely manner, and if you can't, you'll be sure to follow up with them. Good job!
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