Homesense Mock Interview
Practice 31 Homesense interview questions covering home décor retail, visual merchandising, and customer service excellence.
Question 11 of 31
How do you handle customer complaints?
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Example Answer
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Jordan Henry is a technical and creative writer with experience in career development and resume/cover letter building.
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?
Jordan Henry is a technical and creative writer with experience in career development and resume/cover letter building.
"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."
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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?
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