How to Answer: How would you handle an irate customer?
Advice and answer examples written specifically for an USPS job interview.
28. How would you handle an irate customer?
Why the Interviewer Asks This Question
In a customer service-based organization, I've worked alongside hiring managers that need to know their top candidate can handle both the good and bad sides of working directly with the general public. Because the USPS serves nearly every American citizen, angry customers are to be expected. Your interviewer needs to know that you can diffuse harmful situations and do what is necessary to make them right.
Written by Ryan Brunner on March 31st, 2023
How to Answer
Explain to your interviewer that you would always take the time to listen and let the person vent before taking any action. Even when dealing with an angry person, you need to show empathy. If you can give an example that shows you can handle someone with a fiery temper, that would help prove your firsthand ability in this realm. Remember, the key is to listen, empathize, and then do your best to solve the problem.
Written by Ryan Brunner on March 31st, 2023
Entry Level Example
"Supporting an angry person comes down to listening, reflecting on what you've heard, and acting immediately. In my experience working in food service, I was the person that angry customers would often come to for things that weren't my fault. But I never hesitated to make their situation right because I represented my employer. This would be the same approach I'd take with the USPS."
Written by Ryan Brunner on March 31st, 2023
Answer Example
"If faced with an irate customer, I would handle it by asking them what I could do to support their needs. This empathetic and thoughtful approach positions me as an ally, and I find most customers respond well to that approach."
Written by Ryan Brunner on March 31st, 2023
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