How to Answer: How do you handle difficult customers? Give us an example.
Advice and answer examples written specifically for a Ford Motor Company job interview.
21. How do you handle difficult customers? Give us an example.
What You Need to Know
If you have dealt with angry customers before, you know that upset people need to feel heard and validated. Demonstrating patience, a willingness to listen, empathy and validation will help resolve even some of the most challenging customer situations.
Written by Kevin Downey on June 28th, 2022
Answer Example
"Whenever I speak to an angry customer, I am careful to lower my voice and listen to their needs. Sometimes they need to vent. I empathize by letting them know I hear what they are saying and understand. If there is anything I can do to resolve it, I act on it. Otherwise, I ask them how I can help them and do my best to meet whatever needs I can."
Written by Elisabeth Walter
Anonymous Interview Answers with Professional Feedback
Anonymous Answer
"There are different types of customers. We need to stay calm and try to give them the right advice and good service when required. if there is anything I can resolve for the customer, I will take the initiative to do it."
Rachelle's Feedback
This is a good start. Rather than jumping into 'we' and 'what we should do' type of advice, I recommend giving details and a specific story. This is a behavioral-based question, and an example would be necessary to answer successfully.