How would you respond to a customer complaint?
The interviewer aims to evaluate your customer service skills and ensure you can professionally handle delicate customer-centric issues. This question also aims to evaluate your EQ (emotional intelligence) and communication skills. Provide your philosophy and approach to customer service, and offer an example of a time you helped resolve a customer's issue with excellence.
"A customer called me very frustrated about an issue with their bank account. 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 knew what might solve it. The customer was relieved and grateful that I took the time to listen and make sense of the issue. I plan to provide consistent customer service in the same way when I work for PNC Bank."
"Each customer complaint is unique; however, I have been trained to handle each customer with the same method - listen, be empathetic, and use phrases such as 'If I understand your concern...' and repeat their words back to them. This method has always worked for me."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
The key to responding to a customer complaint is allowing them to share their complaint without interrupting them. Paraphrase the complaint to make sure you have understood them clearly and assure them you will get things resolved. If you can resolve it immediately, do so. If it will take some time, check back with them periodically to let them know the progress towards a resolution.
Amanda's Feedback
Great answer! You've hit each of the important steps to handling an upset customer and resolving a complaint. Make your answer stronger by relating a specific scenario in which you used your conflict resolution skills to resolve an issue and achieve a positive outcome.
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