Rituals Mock Interview
Master 32 Rituals interview questions covering brand passion, retail excellence, and customer experience.
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 Rituals."
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I would not take it like something personally and my treatment would be very careful and respectful, customer service roles will often require diplomacy when it comes to working with the public. I would calmly ask him to calm down, and talk about the main problem that made him angry, try to listen to him, say to him that I understand him, and try to find the best way to solve the problem.
Amanda's Feedback
Excellent! Remaining calm, communicating with empathy and respect, and working to resolve the issue promptly are all great ways to de-escalate a situation. Now, go one step further to talk about what you would do if you were unable to calm the customer. Would you ask for assistance from a manager or call for security?
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