Estee Lauder Companies Mock Interview
Practice 30 Estee Lauder Companies interview questions covering beauty innovation, brand expertise, and retail excellence.
Question 7 of 30
We always want our customers to feel valued and welcome. If a customer broke a product in-store before purchasing it, what would you do?
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Jaymie Payne is passionate about talent acquistion and has nine years of experience in corporate and healthcare recruitment.
The interviewer would like to know that you can handle awkward or uncomfortable customer service situations in a professional manner. Share that you would familiarize yourself with the company policy for this type of situation. Also, focus on how you would address the customer, and use your interpersonal and communication skills to reassure them that accidents happen. The end goal is to make sure that they have a positive customer experience.
Jaymie Payne is passionate about talent acquistion and has nine years of experience in corporate and healthcare recruitment.
"If this happened, my first concern would be reinforcing Estee Lauder Companies' (and the particular brand's) customer service reputation and protecting the relationship with this customer. I would make sure the customer wasn't hurt, and I would comfort and assure the customer that no harm was done. If I can make him/her laugh and break the tension, that would be a win. I would then help him/her find the right product, and try to turn the situation into a sale and a happy Estee Lauder Companies customer who walks away feeling good about the brand."
"I would make sure to be familiar with Estee Lauder Companies' (and the particular brand's) policies for situations such as a customer breaking a product. Accidents are not uncommon in a retail environment, so I would ensure they are not injured and then safely clean up the mess. Particularly considering the high-touch nature of the Estee Lauder approach, the important thing here is to make sure the customer leaves the store feeling good about the customer service he/she received."
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