PG&E Mock Interview
Practice 30 PG&E interview questions covering safety protocols, utility operations, and California's energy challenges.
Question 11 of 30
Sometimes our customers have trouble understanding their bill and reach out to us with questions. Tell me about your communication skills and how you would respond to an irate customer.
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Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
Communicating effectively with a customer who is having trouble understanding something, having difficulty controlling their emotions, and having trouble communicating is a challenging task. The interviewer wants to hear about a situation where you used your customer service and communication skills while effectively managing your emotions. Highlight your ability to maintain a relaxed demeanor, de-escalate, and communicate non-defensively while finding a solution that works for both parties.
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 last week because her bill was twice the amount she expected. She was distraught because her bill had always consistently been the same. I listened, let her know I understood where she was coming from, and ensured her I would move as quickly as I could to find a solution. Listening and empathizing helped her calm down and eased the tension during the call. My manager agreed that we would discount her bill by half one time. She was happy, and we kept a customer complaint from blowing out of proportion."
Kimberly is a freelance writer and editor with a decade of experience in the education field, including her time as a pre-kindergarten teacher.
"Irate customers usually just want to be heard. If I came across an unhappy customer, I would ask them to tell me more about what was bothering them. Once I have a clear understanding of the problem, I can then ask the customer to tell me what a viable solution would be for them."
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Anonymous Answer
My previous position as a season ticket holder rep was always dealing with questions that ticket holders had. They often wanted to know why their account was charged on the date that it was and when these calls came in the customers usually weren't happy. I would hear their questions first and let them get out what they want to say and then I would just explain how the payment and billing worked and eventually once they understood, it wasn't a problem. It was all about being relaxed with the customer and hearing them out, then given them the correct information so they understand.
Stephanie's Feedback
Great response! You provide a specific example, which illustrates your ability to provide exceptional customer service.
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