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Customer Service Mock Interview

To help you prepare for your next job interview, here are 25 interview questions focused on your customer service skills.

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Question 20 of 25

Have you ever received a negative review from a customer?

"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."

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How to Answer: Have you ever received a negative review from a customer?

  • 20. Have you ever received a negative review from a customer?

      How to Answer

      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.

      Written by Rachelle Enns

      Answer Example

      "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."

      Written by Rachelle Enns

      Admin Example

      "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."

      Written by Rachelle Enns

      Manager Example

      "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."

      Written by Rachelle Enns

      Marketing Example

      "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."

      Written by Rachelle Enns

      Retail Example

      "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."

      Written by Rachelle Enns

      Sales Example

      "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."

      Written by Rachelle Enns

      Anonymous Interview Answers with Professional Feedback

      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."
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