How do you handle customer complaints?
The interviewer wants to understand how you would handle a challenging situation with a customer and how you react under pressure. Think about aspects like customer service skills, critical thinking, patience, communication skills, empathy, and the ability to resolve conflicts. Walk the interviewer through your process to handle customer complaints.
"I have several years of experience in retail, so I have handled a number of customer complaints. First, I remain calm and display a positive attitude and pleasant tone. I actively listen so that I can better understand why they are upset and I strive to get to the root cause of the complaint or frustration. If we are at fault, I apologize for the issue and assure the customer that I'm going to help them get it resolved. I never react emotionally or let the customer's tone dictate mine. If I feel unsafe, I will call for security or a manager, but normally I'm able to de-escalate the situation by remaining professional and assuring the customer that I'm there to help them."
"When a customer is upset, typically they just want to be heard. I actively listen and ask probing questions throughout the conversation to better understand the problem. I assure them I'm going to do all that I can to resolve the issue and I will self-help and use my resources available to find the answer or to help troubleshoot. If I'm unsure about something, I will ask a colleague or supervisor for help so that I can resolve the issue timely. I'm often able to de-escalate the situation by being helpful and understanding and not getting emotional in response to their anger or frustration."
