Have you ever dealt with an upset customer or colleague on the job? How did you handle the situation?

Why the Interviewer Asks This Question
How to Answer
Entry Level Example
Answer Example
Community Answers

When recruiting for customer-facing roles, I want to get a sense of how the top candidate will handle customers or colleagues that get downright grumpy. In most jobs at the USPS, their staff has to handle members of the public that may be upset about aspects of their service. Your interviewer needs to be assured that you can manage these situations with positivity and an eye on a solution.

If you have dealt with angry customers before, you know that sometimes people need to be heard. Demonstrating patience and being willing to listen will help you resolve some of the most challenging customer situations, so show that you've taken this approach in the past. If you have any formal training in customer dispute management, this is a great time to mention it and how it would benefit you if you were hired at the USPS.

"In high school, I was a waiter at a busy summer restaurant. Once, a wrong order was delivered to a family, and the gentleman immediately started berating me for bringing the wrong order. I quickly apologized for the error and let him know I would get their correct order. I took their food back to our kitchen and checked their ticket. It ended up being a simple mix-up with our cooks during a very busy evening, and the family's correct order was up next. I once again apologized and allowed the family to enjoy their food in peace."

"A customer came into my store upset about a dress she wore to a party. The strap broke, and she had to hold it up with a safety pin. Even though I knew it wasn't my fault, I listened and empathized with the woman. That would be so embarrassing! The customer calmed down after I took the time to hear her out, and I made sure she got her money back. I also talked my manager into giving her an additional coupon for $10 off her next purchase!"

Anonymous Answer

"While working for a railroad, I had to block a road that was well-traveled. There was always an upset person. I would always listen, sympathize, and understand. I carried cards with phone numbers on them to managers who have more input into scheduling than I do. I would hand them a card and express my sincere apologies. Then, I would direct them to call and voice their grievances to get us to block the road crossing at a more suitable time, when traffic was not as bad."

Rachelle's Feedback

This situation would be hard to handle, for sure! You give a general overview of your actions, which sound very professional and appropriately handled! Outstanding job with that :) For a 'tell me about a time' style question, the interviewer is typically looking for one specific story-based example. If you give a story-based example using the STAR framework (Situation, Task, Action, Result), your response will be even more direct and will have further impact. Here is a guide on using STAR if you're interested in learning more: Master Behavioral-Based Interviews Using The Star Method