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Telecommunications Mock Interview

Question 14 of 31 for our Telecommunications Mock Interview

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Question 14 of 31

Excellent customer service is very important to us at Company ABC. How do you handle challenging customers?

"As a Telecommunications Specialist, I'm often called out to assist customers who are frustrated, disappointed or angry due to equipment failure. In these situations, I always listen first, then validate the customer's feelings before jumping to solutions. Technical disruptions can be frustrating, and I want them to know I am on their side. Once the customer feels heard, I then begin troubleshooting the issue and working to resolve it. I won't leave a service call until I know the customer is delighted."

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How to Answer: Excellent customer service is very important to us at Company ABC. How do you handle challenging customers?

Advice and answer examples written specifically for a Telecommunications job interview.

  • 14. Excellent customer service is very important to us at Company ABC. How do you handle challenging customers?

      How to Answer

      The interviewer would like to know that you remain professional, helpful, and calm when dealing with customers of all kinds. If you can, give a specific example of a time when you successfully assisted a challenging customer.

      1st Answer Example

      "As a Telecommunications Specialist, I'm often called out to assist customers who are frustrated, disappointed or angry due to equipment failure. In these situations, I always listen first, then validate the customer's feelings before jumping to solutions. Technical disruptions can be frustrating, and I want them to know I am on their side. Once the customer feels heard, I then begin troubleshooting the issue and working to resolve it. I won't leave a service call until I know the customer is delighted."

      2nd Answer Example

      "Challenging customers are present in any industry, and I have experienced a wide range of them in my career, so far. I find that upset customers just feel like their problems are not heard. By offering an empathetic ear to their situation, I can usually diffuse the situation immediately. I will ask them what they feel a suitable solution is and then provide that solution, or as close to it as possible."

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