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.
