Dollar Tree Mock Interview
Practice 32 Dollar Tree interview questions covering customer service, merchandising, and retail operations.
Question 11 of 32
Working in a retail environment, you will sometimes come across rude customers. How would you handle a customer who is aggressive towards you or a co-worker?
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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
Retail and customer service based roles will often require diplomacy when it comes to working with the public. Discuss with the interviewer how you would handle an aggressive customer.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"If I had a customer who was being aggressive and disrespectful, I would calmly but firmly ask them to calm down. If security needed to be called, I would do so. Everyone needs to remain respectful, and I would not hesitate to ask a customer to offer that respect, in return."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"Most places that I have worked have procedures in place for these kinds of scenarios, and I am happy to follow the procedures put in place by Dollar Tree."
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Anonymous Answer
If I have a customer that is being disrespectful, and aggressive, I would calmly but firmly ask him or her to please calm down. If I needed to call security, I would if need be. Everyone needs to remain respectful, and I would not hesitate to ask the customer to offer that respect, in return.
Lauren's Feedback
Good start. In times when people are escalated, a person may become more agitated if told to "calm down." You want to refrain from an answer that could create an adverse effect. I suggest using broader language such as "de-escalation techniques" versus what you would say in the moment.
I have dealt with agitated customers in the past. When faced with those situations, I am chiefly concerned with everyone's safety and well-being in the altercation as well as the atmosphere of the store as a whole. My de-escalation style is calm, direct, and firm. I rely on security if necessary, and respond quickly as not to disrupt the entire store. I lead with respect, and if a customer must leave to maintain peace in the store, I can ensure that outcome.
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