Describe a time you maintained a friendly demeanor while a customer became verbally abusive.
"Well, I've had this happen. But I wasn't the source of the problem. The customer's exaggerated tone and reaction didn't align with their complaint. That led me to believe there was more going on and that they were pretty unhappy. That made me feel for them. Being so unhappy that you take your aggression out on a stranger is sad and deserves some empathy. This customer was upset about a defective product they bought. I let them vent. I listened to them and empathized with them. I mirrored what they told me so they knew I heard them, and I expressed if that happened to me, I'd be disappointed too.
I then explained our return policy, told them the avenues I could explore, explained how long it would take and everything I needed to do to correct their situation, and asked them if it was a good time. Setting up clear expectations, I kept them informed of what I was doing every step of the way. Then, at one point, I asked them how their day was going outside of this product quality issue. They then told me how their car was just towed, and they had to get it out of impound, and all sorts of other stuff that hadn't gone their way. I empathized with them on that as well. I wrote off a chocolate bar a little later and gave it to them. Then I replaced their product, and by the end of our encounter, they informed me I had turned their day around. Funny, this encounter started with them yelling at me and ended with them hugging me. Not to mention, I introduced them to a new product and strengthened their brand loyalty. Another day, another dollar."
This question is designed to determine what you consider a conflict and how you respond in potential conflict situations. The interviewers want to know if you are a problem solver or contributor to the situation. They want to hear about your mediation and negotiation skills and ability to respond calmly to an abusive customer.
Those who take a disciplinary or stern approach will most likely worsen matters and are often seen as contributors to situational conflict. Therefore, be mindful of your body language and posturing. Avoid folding your arms and holding a rigid posture. Don't raise your chin too high or look down your nose. Rather, maintain a relaxed posture and keep your body language open. Remember, true strength comes from within. The assessment vendor's algorithm will study you for defensive cues as you recall your experience. Make confident eye contact and smile. Try to convey that you keep calm under pressure.
