The Hershey Company Mock Interview
Practice 35 Hershey interview questions covering brand passion, consumer insights, and production operations.
Question 18 of 35
How do you handle customer complaints?
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Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
If you are interviewing for a customer facing role at The Hershey Company, you want to show off your ability to deal with conflict while nurturing your B2C relationships, towards the effort of maintaining their brand loyalty. Everyone wants to feel heard, to be treated with respect, while seeking validation.
Showcase your communication skills by detailing how you actively listen, mirror back to your customers what they're communicating, while validating their perception and their reality. This is the heart of the adage of the customer is always right.
From there, you could introduce the external components beyond the customer's perspective, and share the avenues available to you to help them, keeping the communication as open, amenable, and transparent as possible. Show them that you're putting thought into it, exploring all options before reaching an outcome. Give an example of a time you used this strategy to resolve a customer's issue.
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"A customer called me very frustrated about a problem with a shipment. I listened and told them I would be happy to help. I asked more questions to understand the problem and then suggested once I had a better idea of what might solve it. The customer was very relieved and grateful that I took the time to listen and make sense of the issue."
Kevin Downey has an extensive background in business management, recruiting, branding and marketing. He's volunteered his career coaching services at job fairs, lecturing on interview techniques and crafting winning resumes and cover letters.
"If I have a customer complaint, I have been trained to actively listen, do not interrupt, and repeat back to the client in their own words. This technique prevents further misunderstanding and helps the client to feel they are listened to and cared for."
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