How would you handle a customer who is aggressive towards you or a co-worker?
In any customer-facing position in a retail environment, while acting as a representative of the brand, you may sometimes experience interactions with customers that don't go as well as you'd like. Share how your brand of diplomacy and nondefensive communication has diffused such situations in the past. Here are some statements IKEA makes concerning this: "Despite our best efforts, things that should never happen sometimes do. In the course of your daily work, you may face difficult situations. We must always use our sound judgment and our common sense. When we care about each other, we create a better everyday life together."
"If I had an aggressive and disrespectful customer, I would remain calm, remain respectful, listen to them, make sure they felt heard, empathize with them, and exhibit the patience required to give them time to communicate what they needed and deescalate the situation any way I could."
"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 IKEA."
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
Sometimes people get aggressive because there is a problem with their order or they don't understand something. I find that explaining the situation and making sure they understand is important. Apologizing for the situation and explaining how you plan to rectify it usually disarms them. If they continue to be aggressive, I will say to them that I cannot deal with them if they continue to be aggressive. If they cannot calm down I call a supervisor
Rachelle's Feedback
Very good action steps. Your answer shows that you have some customer dispute training. Try incorporating that training into your response.
"I understand that customers can become aggressive if there is a problem with their order or a misunderstanding of some kind. My customer service training has taught me that openly listening to their grievances usually disarms the customer. If the customer remained aggressive after my apology and willingness to offer solutions, I would escalate the situation to my supervisor."
Anonymous Answer
I would remain as calm as possible and listen to what the customer had to say. I would also follow company procedures for these types of situations.
Marcie's Feedback
Nice. Remaining calm and being an active listener so you can fully understand the perspective of the disgruntled customer is important. Following company procedures for this type of situation is also key. If you've ever successfully dealt with this type of customer before, mention it so the interviewer can rest assured that you're capable of handling this kind of interaction.
Anonymous Answer
I will be cool, calm, and collected. I will listen to his concern but I will be very firm on making sure he needs to calm down and treat me or my co-worker with respect.
Marcie's Feedback
It's great that you will be a good listener and will remain calm. It's also obviously important that you be treated with respect; however, the interviewer will want assurance that you will try your best to make sure the customer has a good experience. Talk about being empathetic and understanding. You might also say that you'll apologize for the trouble, offer potential solutions, and act quickly. Focus your answer on how you'll turn around the situation to satisfy the customer so the interviewer knows that you're customer-focused.
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