Tell me about a time when you had to address an angry customer. What was the problem and how did you resolve it?
Behavioral questions like this are a likely candidate for any role that will interface directly with customers of Raytheon. While they are mostly known for US government contract work and their aerospace and defense solutions, Raytheon's customers represent a variety of industries including shipping, boating, auto, truck, packaging, and electronics.
The interviewer wants to know that you can professionally handle stressful or uncomfortable customer-related situations. Raytheon wants assurance you can de-escalate customer issues and deliver professional service on their behalf and on behalf of the clients who hire Raytheon as a contractor.
Briefly describe a time you resolved a customer service issue. If possible, tell a story about a customer that Raytheon is known for working with, or another customer from the same industry.
Be sure to highlight your ability to remain patient and rational in the face of conflict. Focus the bulk of your response on the positive action you took and the resolution you came to with the customer rather than details of the conflict itself.
"Last year, I worked in a customer support center of a company with many service complaints. As a Customer Care Representative, I had to navigate angry customer experiences multiple times each day. To cope, I took the stance that people who are upset want to be heard and respected. Ultimately, they want an effective resolution.
I would listen, empathize, and reassure the customer that I was there to support them and resolve the matter. If I needed to escalate the problem to a senior technician or tier two support team, I would explain what I was doing and when they would hear back. Our company consistently tracked net promoter scores, and I am proud to say that I successfully turned more detractors into promoters than anyone else in that organization."
"Just last week, one of my DOD clients called because he was unhappy with a particular design we were creating. As the senior program manager responsible for the related project, it was up to me to fix the situation. I called the client and reassured him that we would review the specifications and partner with him to understand and address his concerns before commencing development.
After we spoke further, I realized he was feeling uncomfortable because he was not a part of the decision-making process as decided by some of the members of the project team. I remained patient, listened to his concerns, and reassured him that we would satisfy his requests. As a result of the conversation, we were back on track and delivered a stellar design in the end."
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