Walgreens HR Generalist Mock Interview
Practice 30 Walgreens HR Generalist interview questions covering retail HR, benefits administration, and employee relations.
Question 22 of 30
How well do you handle customer complaints against an employee?
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Krista Wenz has been on thousands of interview panels hiring EMS professionals and firefighters for public and private agencies.
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.
Krista Wenz has been on thousands of interview panels hiring EMS professionals and firefighters for public and private agencies.
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.
Krista Wenz has been on thousands of interview panels hiring EMS professionals and firefighters for public and private agencies.
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.
Krista Wenz has been on thousands of interview panels hiring EMS professionals and firefighters for public and private agencies.
"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."
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