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When have you had to deal with an irate customer? How did you handle it?
User Submitted Interview Answers
I personally have never had an irate customer because I do try my hardest to make sure all customers have the best shopping experience when I am working. However, while working somewhere else, I have seen a couple of customers get into an altercation over an item during a Black Friday sale. In an instance like that, the manager then called for security and the shoppers were escorted out.
No but if I had I would help them solve the issue on why they are not pleased.
A customer was not satisfied with the heating locations of our product. I sat them down and went over specs and asked for their input on suggested locations.
Working in retail I have had to deal with customers who are unhappy with the product /unavailability. I analyzed the situation. Agreed with the customer, the customer is always right in retail. Reassure the customer that it is not their fault. Provided solutions to the customer in terms of discount options or exchanging the merchandise. Followed the customers wishes and completed the transaction. After the situation was handled I would discuss the encounter and provide feedback to the manager so that the issues with the product would be communicated up to the corporate level.
I politely asserted my self to solve the issue without disrespecting the person.
I once had a customer who wanted his debit card limit raised because he was on a cruise and wanted to be able to get cash for the casino. I told him I would need upper management to approve the increase before I did so. He became irritable and demanded he speak with a manager. I asked the customer if I can put him on hold so I can speak with a manager who is familiar with him. He agreed and I spoke with the manager about the situation. She spoke with the customer and gave her one time permission for the increase which pleased the customer. He thanked both of us and sounded better than he first did when he spoke with me.
First, I try to take a deep breathe and understand why the customer is upset. At that point I express and understanding so that they do not necessarily think I am not on their side. Next, I try to find a solution, something that is fair and makes the customer happy.
I have had to deal with an angry candidate that was upset due to not getting the position. I explained to the candidate that we filled the position with someone who had more experience relating to the position and we would keep their resume on file in case another position that they were qualified for opened up.