How do you handle customer complaints?
If you are interviewing for a customer facing role at Mondelez International, you want to show off your ability to deal with conflict and nurture those professional relationships. Give an example of a time you helped resolve a customer's issue, identifying their pain points, while exhibiting empathy, communicating effectively and ultimately delivering a wow customer service experience.
"A customer called me very frustrated about a problem with a shipment. I listened and told them I would be happy to help. I asked more questions to understand the problem and then suggested once I had a better idea of what might solve it. The customer was very relieved and grateful that I took the time to listen and make sense of the issue."
"If I have a customer complaint, I have been trained to actively listen, do not interrupt, and repeat back to the client in their own words. This technique prevents further misunderstanding and helps the client to feel they are listened to and cared for."
