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.

"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."

"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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