How to Answer: How well do you handle customer complaints against an employee?
Advice and answer examples written specifically for a Walgreens job interview.
3. How well do you handle customer complaints against an employee?
Why the Interviewer Asks This Question
Addressing customer complaints against an employee is an essential part of working in human resources, and the interviewer wants to hear that you are okay talking through a customer's complaint. Start by telling the interviewer that you do not mind addressing customer complaints, and you recognize that most customers have good intentions when coming forth with a complaint.
Tell the interviewer that you take time to listen to everything the customer has to say first to ensure you truly understand what they are upset about. Next, share that you make eye contact with the customer and sincerely apologize to them. Finally, be sure to mention that you offer to correct any mistakes made or take the appropriate action to rectify the situation, such as speaking with the employee and watching surveillance videos to see what happened. If you have training in customer dispute management, be sure to mention this as well.
Written by Krista Wenz on May 6th, 2022
Focus Your Answer On
Focus on describing how you remain calm and professional when handling a customer's complaint. Explain how you listen to the customer, communicate how you want to help them, and involve additional resources when the issue is above your training or experience.
Written by Krista Wenz on May 6th, 2022
What to Avoid
Avoid saying you get angry with the customer, ignore them, or immediately take it out on the employee. While it is good to speak with the employee and get their side of the story, you do not want to immediately place blame on the employee. The interviewer wants to gain insight into your communication, conflict resolution, and problem-solving skills. If you cannot remain calm and professional, the interviewer may pass you over for another candidate.
Written by Krista Wenz on May 6th, 2022
Answer Example
"I have some training in customer resolution management and professionally handling customer complaints. I would rate my skills in this area a 9/10. I am confident in my ability to create a resolution with a customer who is not happy with an employee or the service the employee provided them."
Written by Krista Wenz on May 6th, 2022