Customer Service Mock Interview
Master 25 Customer Service interview questions covering conflict resolution, empathy, and problem-solving under pressure.
Question 20 of 25
Have you ever received a negative review from a customer?
How to Answer
Example Answer
Admin
Manager
Marketing
Retail
Sales
Community Answers
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
Everyone has had a negative review from someone at one point in their career. What the interviewer would like to see is that you can bounce back professionally from a negative customer review. If the review was warranted, discuss what you were able to learn from the experience or the feedback that you received.
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I once received feedback that I am not as 'warm' as I could be when talking on the phone. That feedback came as a surprise to me but, I took it to heart, regardless. I worked on implementing more casual conversation in my client calls and remember to keep a smile on my face as well. I have not heard this feedback since."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I had a client call my boss once because she felt I was not dressed professionally enough for my secretarial role. I admittedly was wearing a more casual outfit than normal. I am now always sure to beware of my appearance and will put a little extra effort in because of that feedback."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"I have received negative feedback from customers in the past, and always when the customer has not been delighted with the outcome of their dispute. The company that I have worked for, for the past ten years, has a very stringent return policy. Unfortunately, this means that I do disappoint more people than I would like. I am looking to join an organization that will allow for more flexible offerings when it comes to client dispute resolution."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"My agency as a whole has received very few negative client reviews. We did have an upset client a few months ago and, unfortunately, I was the project manager for that particular account. The client felt that we could have delivered our work faster, even though we did not miss a single deadline. I took this review into account and am now sure to outline client expectations at the start of each project."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"The store where I work allows customers to leave anonymous feedback at the till. I have received one negative review, commenting that I could 'smile more.' Apparently, when I concentrate, I can appear unhappy! I am glad that this trait was brought to my attention so that I could work on correcting it."
Rachelle Enns is an interview coach and job search expert. She works with candidates to perform their best in employment, medical, and post-secondary admission interviews.
"Negative customer reviews are great learning opportunities. I had a client recently comment to my manager that I was too aggressive in my approach. To me, as a business development professional, I want to make sure that my approach is confident but never off-putting. I now know how to better interact with that client and clients of similar personalities."
Interview Coach
Jaymie
A real coach, not AI. I read every answer myself and write back with personalized feedback.
Typically responds within 24 hours.
0 - Character Count
Anonymous Answer
No, not that I know of. But, If I ever get one, negative customer reviews are great learning opportunities to know where I can improve myself could be my personality or in my workability.
Rachelle's Feedback
Rather than suggesting that a negative review would be about your personality or work ethic, I would focus more on the fact that you would use a negative review as a learning opportunity. I have reworded for you, below.
"To my knowledge, I have never received a negative review. If I ever received a bad review, I would take the situation as a learning opportunity. I would ask myself where I could improve and apply that review to make myself even better."
Anonymous Answer
While working at a bank as a teller I had a customer come in looking for information on an account that they were not listed on. Although it was their spouse, the significant other didn't have them on the account therefore I can only share information about the account with only the people listed on the account regardless of if they have access to the online banking. When the customer came in to try to find out the balance of the account they became frustrated that I would not give them the information they requested. I clearly explained to them the policy and told them because they are not on the account I couldn't give them any information today. I offered them alternatives, such as coming back with the account holder or having the account holder add them to the account. It is frustrating not being able to make everyone happy but I know I was following the policy and in the end, informed the customer of future solutions.
Kevin's Feedback
This is a tough one, for sure, but security is primary and you did a great job explaining that.
While working at a bank as a teller, I had a customer come in looking for information on the balance of their spouse’s account which they were not a signer on. I explained I couldn’t share information that account information with them since they were not a signer on the account, regardless of their access to it online. They became frustrated. I offered alternative solutions, such as coming back with the account holder or having the account holder add them to the account. It’s frustrating not being able to make everyone happy. I was sympathetic, respectful, maintaining clear communication and tried my best to offer alternative solutions to their complaint. Regardless of the outcome, I was proud of my professional conduct. The only thing I have control over is my attitude and approach.
Anonymous Answer
Not that I am aware of. I have received many compliments, but I have never been given a negative review by any of my customers or callers.
Amanda's Feedback
Good job!
Unlock All 25 Customer Service Questions
Prepare for behavioral scenarios and situational questions that reveal service excellence.
Get StartedJump to Question