How do you handle customer complaints?
Addressing customer complaints will likely be a part of your role at Homesense, and the interviewer wants to hear that you can confidently talk through a customer's complaint. How would you create a great customer experience while also standing by company policy?
"Every situation is different -- just like every customer is different -- so I think it's important to use my intuition and deductive skills to understand what will make the customer feel most satisfied that their complaint has been heard and addressed. If company policy allows for it, I sometimes offer a really upset customer a small 'peace offering', like a small merchandise card or coupon."
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
Focus on the customer and what they are saying. This lets them know that I am really hearing them and that I want to resolve the issue for them. For a more serious issue, I would ask a manager to join in the conversation.
Rachelle's Feedback
These are great steps to take when it comes to customer complaints. Do you have any customer service or dispute resolution training that you could mention?
