QUESTION 9 OF 30

How do you handle upset or frustrated customers?

At Lidl, it's important that our customers feel heard and understood when they have a problem with our merchandise or experience an issue in one of our stores. Talk to the interviewer about how you approach an angry or upset customer and how you would turn a problem into an opportunity to create a satisfied customer.

"On my very first day at a new job a few years ago, an extremely irate customer came into the store. I was really taken off guard, but luckily my manager was right there. I got to see how she handled the situation: by being extremely understanding and sympathetic, acknowledging that the customer's frustrations were valid, and showing the customer that her satisfaction was our highest priority. Since then, I've had to deal with my fair share of upset customers, and I have a great base to work from because I got to see how my manager expertly handled that situation."

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

I think that it is very important to listen to the customer to understand why they are upset. Once the issue has been highlighted correctly, I will do my best to resolve the problem and communicate well with the customer. I feel like this is important, so they feel like they are valued and taken seriously.

Rachelle's Feedback

Your approach to customer service is fantastic and seems to align very nicely with the core values of Lidl. If you have any training in customer experience or dispute resolution, be sure to mention this.

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Lidl Mock Interview

How do you handle upset or frustrated customers?

What candidates said they were asked

30 Lidl Interview Questions & Answers