How to Answer: How would you handle an upset customer?
Advice and answer examples written specifically for a Louis Vuitton job interview.
22. How would you handle an upset customer?
How to Answer
The interviewer wants to know your experience with angry customers and what processes you follow if the situation occurs. Employees in customer service must remain professional and calm under stress. Take this opportunity to demonstrate how you de-escalate and give specific examples when possible.
Written by Jaymie Payne on October 15th, 2022
1st Answer Example
"I would stop what I was doing and give the customer my full attention. I try to de-escalate first by listening without interrupting. I remain calm, and as long as I do not feel that my safety is threatened, I try to resolve the matter by speaking to them with kindness and compassion; I apologize for the problem and assure them I will assist them with resolving it. If a situation continues to escalate or is a problem I cannot fix, I immediately page my manager for assistance."
Written by Jaymie Payne on October 15th, 2022
2nd Answer Example
"I once had a customer come into my store yelling about how she had just purchased an item the day before, and the leather ripped already. I remained calm and kept my tone pleasant and positive. I apologized for the problem and the inconvenience of having to come back to the store and asked her for her receipt. She did not have it and continued to be upset about the quality of the item and her wasted time having to come back. I again apologized and offered to look the information up in our system for her. I was able to locate her receipt, and we replaced her item. My manager also approved a discount on another item in the store for her trouble. I was able to de-escalate the situation by being helpful and understanding and not getting emotional in response to her anger."
Written by Jaymie Payne on October 15th, 2022