If you noticed a pattern of similar customer complaints, what would you do?
L'Oreal has thirty-six brands and millions of consumers globally, so naturally they offer many avenues for consumers to contact the company (phone, email, chat). Consumers could contact you with any number of issues including account or billing concerns, technical problems, product concerns, or just general feedback. This question is designed to gain insight into your attention to detail, critical thinking, problem-solving skills, and ability to take action. Speak about the process you would follow in this scenario.
"I'm very data-driven and have an analytical mind, so I often pick up on patterns like this. I have used software to track the types of customer calls I handle, and if I notice a pattern of complaints or feedback, I immediately notify my supervisor. I once had nearly fifty calls come in one day from customers who reported product malfunctions, so I immediately called my supervisor so we could get to the root cause. In this situation, when speaking with customers I gathered as much information as I could to help identify additional patterns like perhaps where the geographic area impacted was or which stores might have received defective products. It's important to take swift action if there is an influx of complaints so that the issue can quickly be addressed, especially if consumer health and safety is at risk."
"If I noticed a pattern of similar complaints, I would quickly try to determine the root cause of the issue to see if it was something I could fix or address. If it was not, I would immediately notify my supervisor and provide as much data as I had gathered about the complaints. I love to collaborate and work together to solve problems, so if I could help gather more data, research information, or file reports on the issues, I would do whatever necessary to help determine the problem and rectify the situation with customers."
Unlock all 40 L'Oreal SA questions
Prepare for L'Oreal's rigorous behavioral and product-focused interview approach.
Get Started