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Are you capable of handling disputes in a professional manner? How do you respond to customer complaints?

10 Answer Examples
How to Answer

If you are interviewing for a customer or client facing role, you must show off your conflict management abilities. The interviewer wants to know that you are capable of handling uncomfortable situations while nurturing valued client relationships and still keeping the company's best interests in mind. Give an example of a time you successfully resolved a customer-related issue.

Professional Answer Examples
General
Answer example

"Last week, a customer called me very angry regarding a glitch in one of our software products. I listened and told them I would be happy to help. I asked more questions to understand the problem and then suggested once I had a better idea of what might solve it. The customer was very relieved and grateful that I took the time to listen and make sense of the issue. I was able to de-escalate the issue very quickly. I believe that most customer complaints come to a resolution through a gentle and collaborative approach."

Admin
Answer example

"I can always handle disputes professionally. In a call center, you have to learn to put yourself in the customer's shoes and recognize that you are not personally responsible for the problem. Once I separate emotions from the situation, I can speak calmly and clearly over the phone."

Manager
Answer example

"As uncomfortable as customer complaints are, it's part of my favorite part of the job, because I get to problem solve and get creative with our clients' needs. If the complaint is due to employee behavior, I handle that concern discreetly and never in front of the client."

Marketing
Answer example

"I'm capable of handling disputes professionally and have plenty of years of experience, from my jobs in the service industry to sales, and marketing. Though I no longer work directly with customers often, I do see the complaints when a marketing campaign didn't live up to their expectations, or we didn't deliver on a deadline. I believe customer service to be of the utmost importance and pride myself on understanding the situation and always going above and beyond to make sure the customer is happy."

Retail
Answer example

"I handle customer complaints with extreme care! Customers and clients are the lifeblood of any retail business, so it is important to hear them by empathizing, understanding and initiative to resolve the issues they bring to you."

Sales
Answer example

"Unfortunately, customer complaints happen all too often, but that's part of the job. One instance that comes to mind is when we were expected to update a feature set for a particular client. We missed the deadline. I called the client to let him know that we would have an in-between solution, but his ideal deadline was not feasible. Understandably, he was pretty livid. By demonstrating active listening, legitimizing his concerns, and assuring him of a more realistic timeline, as echoed by the stakeholders in the project, I was able to calm him down."

Teacher
Answer example

"I'm comfortable handling parental complaints when they occasionally happen. I know, as a parent myself, that almost any concern or complaint stems from looking out for what they believe the best interest of their child to be, and I can certainly empathize with that. I approach all complaints or concerns with delicacy and an open heart and make sure they feel heard and understood. By doing so, we can always find a better path forward together."

Kitchen Manager
Answer example

"Last week, a customer called me very angry regarding the poor experience they had at my restaurant. I listened and told them I would be happy to help. I asked more questions to understand the problem and then offered a suggestion once I had a better idea of what might solve it. The customer was very relieved and grateful that I took the time to listen and make sense of the issue. I was able to deescalate the issue very quickly. I believe that most customer complaints can be easily solved through a gentle and collaborative approach."

Receptionist
Answer example

"What I do is I listen attentively to the customer's complaint and reassure them that the company will look into it. At my level, I cannot confirm resolution of the problem but I can let the customer feel that his concerns will be addressed promptly."

Customer Representative
Answer example

"At my previous job as a call agent, I had handled a lot of impatient and frustrated customers. One of the important things I learned is that showing empathy to the customer's situation does wonders. Having the right and positive attitude goes a long way in calming down customers and keeping them satisfied with the service I've provided."

Written by:

Rachelle Enns
Rachelle Enns is an executive head-hunter and job search expert. Utilized by top executives from Fortune 100 & 500 companies like Fitbit, Microsoft, General Electric, Nestle, and more, she helps professionals position themselves in a competitive marketplace. Rachelle founded Renovate My Resume, a company that focuses on helping job seekers get their edge back. Renovate My Resume creates stand-out resumes, cover letters, LinkedIn profiles and professional summaries for new grads, all the way to corporate executives. Rachelle spends much of her time training career coaches, recruiters, and resume writers. She also holds interview workshops for students and interns, globally. For great tips and tricks, follow Rachelle on Instagram @_rachelle_e or @renovatemyresume.
First written on: 08/10/2016
Last modified on: 06/29/2018

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