How would you deal with an angry customer while you were busy with other responsibilities?
The interviewer wants to hear that customers are your priority, regardless of the situation. On their job search page, Walgreens quotes one of their store managers as saying, "Our Customer Service Representatives are the ones on the front lines; they know what our customers' wants and needs are." So assure the interviewer that you would graciously stop what you were doing and start by genuinely listening to the customer. Next, share that you would apologize to the customer and take whatever corrective action was necessary. Be sure to mention that most challenging customers do not take much time; they want to know that their opinion is being heard. Finally, be sure to say that you will return to your task once you have the customer on their way.
"I have extensive training in customer dispute management. If a customer is ever unhappy with their service or product, I would be sure to stop what I was doing, apologize, and ask them how I can ensure they become a satisfied customer again. Most customers will tell you exactly what they want to satisfy their needs."
Focus on giving an example from your past where you have successfully dealt with an angry customer. If you have not worked in a retail or customer service role, explain that to the interviewer and describe how you have handled a disagreement with a coworker or classmate.
Most businesses have the motto "the customer is always right." Even if you disagree with the slogan, you must remain professional and be a good image for the company when working with the public. To be considered for the position at Walgreens, avoid saying you get angry or hostile with a customer when they are angry with you.
"If I was busy with other tasks, I would quickly take a mental note or jot a note down about where I was, and I would devote my attention to the customer. They are always priority number one. Once I heard their concerns, I would either help them or find someone who could devote their full attention to them, depending on the circumstances. But I would make sure the customer ultimately felt taken care of."
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