How do you handle customer complaints?
If you are interviewing for a customer-facing role at Danone, you'll want to show off your ability to deal with conflict and nurture those professional relationships. You are a representative of their brands and need to maintain your customer's brand loyalty. This requires strong communication skills, active listening, and empathy. Give an example of a time you helped resolve a customer's issue. Break down your philosophy and approach to customer service. Use this opportunity to advertise your communication skills. A high-level communicator is a valuable asset.
"A customer called me very frustrated about a problem with a shipment. I listened and told them I would be happy to help. I asked more questions to understand the problem and then made a suggestion once I had a better idea of what might solve it. The customer was relieved and grateful that I took the time to listen and make sense of the issue."
"If I have a customer complaint, I have been trained to actively listen, not interrupt, and repeat back to the client in their own words. This technique prevents further misunderstanding and helps the client feel they are listened to and cared for."
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 take my internal customer complaints seriously. First, I listen then acknowledge their concern and commit to looking at the problem before getting back to them. I then investigate the root cause and solutions to find an acceptable solution whilst keeping them posted on my progress. Finally, I get back to them with the proposal and try to reach an agreement.
Rachelle's Feedback
Great job! It sounds as though you have a well-honed method for addressing internal customer complaints. Overall, is this approach highly successful for you? Be sure to complete your response with a statement in that regard.
"I take my internal customer complaints seriously. First, I listen, then acknowledge their concern and commit to looking at the problem before getting back to them. I then investigate the root cause and solutions to find an acceptable solution while keeping them posted on my progress. Finally, I get back to them with a proposal and try to reach an agreement. This approach has worked very well for me. The majority of the time, the issue is resolved quickly."
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