OPSM Pty Limited Mock Interview
Practice 32 OPSM interview questions covering customer care, optical knowledge, and retail skills.
Question 11 of 32
Working in a retail environment, you will sometimes come across rude customers. How would you handle a customer who is aggressive towards you or a co-worker?
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Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
Retail and customer service based roles will often require diplomacy when it comes to working with the public. Discuss with the interviewer how you would handle an aggressive customer.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"If I had a customer who was being aggressive and disrespectful, I would calmly but firmly ask them to calm down. If security needed to be called, I would do so. Everyone needs to remain respectful, and I would not hesitate to ask a customer to offer that respect, in return."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"Most places that I have worked have procedures in place for these kinds of scenarios, and I am happy to follow the procedures put in place by Opsm Pty Limited."
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Anonymous Answer
Every company has policies and procedures for these kinds of situations. I would try to calm the customer down and assure them I would help address their concerns. I would calmly ask them to calm down. If the situation got worse, I would call security and report the customer to my supervisor.
Rachelle's Feedback
You will not need to lead into your answer with a reference to their policies. I've provided a revision for you below :)
"If I encountered an aggressive customer, I would attempt to calm them by listening and reassuring. I would ask them to calm down and have a civil conversation with me. If the situation worsened, I would call security. I would also report the situation to my supervisor if they were not present at the time. Of course, I plan to follow Opsm policies for any situation related to customer dispute resolution."
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