How to Answer: What is the first thing you would do to put a customer at ease if they were upset about their cable service?
Advice and answer examples written specifically for a Cox Communications job interview.
2. What is the first thing you would do to put a customer at ease if they were upset about their cable service?
How to Answer
If you work in a customer facing role, chances are you have received training on how to best handle an upset customer. Discuss any formal customer dispute training you have received, and give an example of what you would do in this situation. It's vital that you exude confidence and empathy, showing the interviewer that you would professionally represent Cox Communications, through any customer dispute or complaint.
Written by Rachelle Enns on May 21st, 2019
1st Answer Example
"I believe that customers need to be treated with care and kindness, at all stages, even if they are upset or being rude. If a customer were to be upset about their cable service, I would let them know that I was there to listen. I would ask them to tell me everything that is upsetting them so that I could get a full picture. From there, it is much easier for me to solve the situation because I have already spent time 'troubleshooting.' I learned this first step during some call-center customer training that I received at Dish Network."
Written by Rachelle Enns on May 21st, 2019
2nd Answer Example
"The first step that I would take to ease a customer dispute is to begin repeating the customers' pain point, in their own words, back to them. This action shows that I am actively listening. My dispute resolution training has taught me that when customers feel heard, they are more likely to be put to ease, making it easier to come to a resolution."
Written by Rachelle Enns on May 21st, 2019