Verizon Communications Mock Interview
Practice 40 Verizon Communications interview questions covering technology, customer service, and telecom industry expertise.
Question 35 of 40
What de-escalation techniques do you employ to calm an upset customer?
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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.
This question is layered. The interviewer is not only trying to get an idea of who you are but also an idea of your communication skills and your focus on a team mentality. They're also keeping a keen eye out for any red flags. In the simplest terms, the last thing you want is to plant the seed that the challenging co-worker in this scenario was you.
Soft interpersonal skills and the ability to communicate with a wide range of personalities are the traits of a high EQ. Investing the time to work with employees who take more effort to get on the same page makes for a much stronger team. This brand of team collaboration broadly enhances work relations, which most brands actively seek to recruit to fit their mold.
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.
"I think it's the same when communicating with anyone. Everyone wants to feel heard, everyone wants to be treated with respect, and everyone seeks validation. So whenever I'm communicating with an angry customer, or otherwise, I actively listen, mirror back to them what I feel they're communicating, and validate what they're communicating based on their reality. This requires empathy in tone and carefully chosen words. I'll present the situation back to them with the external components that may have been outside of their perspective. I'll share my knowledge and the avenues I can explore to help them and do my best to keep the communication as amenably and transparent as possible. Show them that you're putting thought into it and exploring all options before reaching an outcome."
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