When would it be appropriate to request your supervisor’s help while dealing with an angry customer?
"Well, I'd first approach the customer, introduce myself with warm and open body language, and inform them that I will help them any way I can. I'd then ask why they were upset and I'd actively listen, giving clues along the way to inform them I was paying attention. Once they'd finish, I'd ask some clarifying questions, and ask them if there was more they like to say or add. I would then mirror what they were saying, to assure them I was listening. Then I would empathize with them, express to them my view of the situation as if I were in their shoes. This is to make sure they felt that they were heard, which is different from being listened to. Once they felt listened to and heard, I would tell them I want to help them, and inform them of aspects of their situation which they may not have been aware of. This helps them to meet you halfway, by including them in the big-picture. I would continue in this manner, trying to engage, de-escalate, mediate, and negotiate. If every step of this didn't help, at that point I would recruit a supervisor, but I would work with and support my supervisor the rest of the way. I don't believe in passing the buck and wiping my hands clean. That's just playing a game of hot-potato, and that's a game no one wins."
This question is designed to gauge how well you are able to deal with difficult situations when dealing with the public. If you are an emotionally intelligent individual who can effectively navigate such scenarios, then it will take some time before you decide to recruit the assistance of your team leader. However, someone who is frequently governed by their stress or allows their behavior to be dictated by their emotions. These individuals may not be the most effective communicators. Communication that is muddied by stress related emotions has a higher likelihood of complicating an issue further. Unskilled communicators are more likely to recruit their supervisors for help. When this is the case, that team member is creating more work for those around them rather than focussing on developing their own skills. They are curious to see whether you truly explore every avenue when dealing with a challenging person.
Walk your interviewer through the steps you'd take to de-escalate the situation. Take advantage of this opportunity to showcase your advanced communication skills while displaying your high EQ. Acknowledge your big-picture scope of the responsibilities your team leaders carry, and how you take full responsibility for how you perform your job. You want to convey that you take every effort to resolve any such situation on your own before escalating it to your supervisor.
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
I will do everything I can to de-escalate the situation by being polite, calm, and considerate. I will make it clear to the customer that I will do everything I can to help. I'm going to use the active listening technique to listen carefully to everything he has to complain about. I will empathize and put myself in his shoes to understand his frustration. I'm going to ask a few questions to clarify the issue and show that I'm aware of what's going on. I will explain the reasons that made us take the actions. If none of this resolves, I'll ask if he wants to talk to the supervisor to have the case finalized. I will stay with the supervisor at all times to support whatever the supervisor needs.
Marcie's Feedback
Great! It sounds like you would do all you can and then involve the supervisor if the situation still hadn't been resolved. Perfect! You might also mention that if the customer got physical or put you in a threatening position, you would request your supervisor's help.
