QUESTION 10 OF 31

Superior customer service is very important to us at XPO Logistics. How would you handle a situation where a customer came to pick up a shipment and you could not locate it?

This question tests how adept you are to resolving tricky customer service scenarios, leading to an amicable conclusion, regaining a customer's brand loyalty. Consider the techniques you've employed in the past. Show that you are capable of problem-solving while under pressure. Walk them through the tried-and-true steps you take. Assure the interviewer that you are perfectly capable of handling sensitive customer related issues with the utmost professionalism.

"I fully understand that parcels are incredibly important to your customers and I will try to be as empathetic as possible when it comes to the needs of a customer. Keeping a calm tone is always helpful when working with dissatisfied customers. If I could not find the package, I would offer to locate the package and have it delivered to their home, free of charge, once it was received. If the situation needed to be escalated, I would refer to a manager for assistance."

"I am sure that XPO Logistics has policy and procedures in place for a situation like this. With that said, my instinct would be to keep a calm tone, and offer to deliver their package to them once it was located."

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XPO Logistics Mock Interview

Superior customer service is very important to us at XPO Logistics. How would you handle a situation where a customer came to pick up a shipment and you could not locate it?

Unlock all 31 XPO Logistics questions

31 XPO Logistics Interview Questions & Answers