Nestle Purina Mock Interview
Practice 35 Nestle Purina interview questions covering pet nutrition, brand stewardship, and consumer passion.
Question 18 of 35
How do you handle customer complaints?
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Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
If you are interviewing for a customer-facing role at Nestle Purina, 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.
Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
"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 made a few suggestions 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."
Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
"If I have a customer complaint, I have been trained to actively listen, 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."
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Anonymous Answer
Customer complaints are handled with upmost care. Customers are the ones keeping us in business, so we must take each complaint seriously. I go into files and dig out paperwork and records for the day, ensure all is in compliance, write a detailed report stating we believe that this could have came from us or not. The consumer complaint is fact and that is what is presented back to the customer.
Chad's Feedback
Your response is off to a good start, and it's evident you recognize the importance of providing exceptional customer service!. If possible, provide the interviewer with an example of a time in your career when you successfully resolved a customer's problem, rather than discussing a hypothetical situation. It is essential that you demonstrate your ability to deal with conflict if you are interviewing for a customer-facing role.
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