Customer Service Mock Interview

Master 25 Customer Service interview questions covering conflict resolution, empathy, and problem-solving under pressure.

Question 7 of 25

How would you handle a rude customer?

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Ryan Brown

Ryan Brown created and launched MockQuestions in 2008.

When you work in customer service, you will often come across rude individuals. It's the name of the customer service game, unfortunately. Seeing as it's unavoidable, the interviewer wants to know that you can handle such a situation with professionalism. Give an example of a time that you had to deal with a challenging customer situation. Be sure to include the positive outcome.

Some ways that you can efficiently handle a rude customer:

- Remain kind, polite, and pleasant
- Actively listen to their grievances
- Apologize for the situation
- Maintain a neutral tone of voice
- Avoid taking anything they say, personally

Ryan Brown

Ryan Brown created and launched MockQuestions in 2008.

"When I was working as a bartender, I handled many rude customers who were also intoxicated, which always adds a challenging twist! I made sure to let anything rude they said to slide off my back like it was nothing. I just kept smiling, and doing my job! I still handle rude customers this way. Smile, and move on, disallowing any hurt feelings."

Rachelle Enns

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.

"When I have a rude customer, I am sure to listen until they are finished talking. It's important to hear someone out, especially when they are angry. I find that once someone feels heard, they are more likely to calm down and work towards a solution."

Rachelle Enns

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 thick skin when it comes to customers. This resilience to rude allows me to remain calm kind, and polite while they unload their feelings. Also, it's amazing what a warm smile will solve when a customer is rude to your face. Try it - it's nearly impossible to be mean to someone who is smiling at you!"

Rachelle Enns

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 keep a very close eye on my customers, so I do not come across upset or upset individuals too often, but when it does, it's a doozy. My approach is to remain neutral, actively listen, and avoid interrupting in any way. When they conclude speaking, I will repeat to them saying, 'If I understand correctly, what is upsetting you most is A, B, and C.' Using this approach, they feel heard which is all most people want."

Rachelle Enns

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.

"Rude customers are a given in the retail industry, and I have faced my fair share of them. I will outright ask a customer if there is anything I can do to make them more comfortable, happier, or how I can deliver their expectations this time around. When the customer is aware that I am willing to rectify the situation they are much more likely to level with me."

Rachelle Enns

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.

"If a customer shows up to my office visibly annoyed, and acting rudely, I don't try to avoid the situation; rather I will face it head-on by asking them to tell me what is wrong. This forthright attitude is constructive as a sales professional, and in dealing with upset customers. I am fully aware that a rude customer is usually angry with the situation and not with me, specifically. I will always go out of my way to ensure that a customer is happy after they leave my office."

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Anonymous Answer

If a customer is angry or upset, I feel the best way to calm a customer is by making him feel important and heard. To do this, I make sure I have a smile on my face no matter what. I also try to address the customer by name whenever possible. I apologize to the customer and make sure the problem is solved quickly and efficiently to the best of my ability.

Rachelle's Feedback

Smiling and remaining open/friendly are certainly good ways to curb a rude customer. If you have direct experience with this type of situation, it would be great to include a story-based example.

Anonymous Answer

I would handle a rude customer as I would any other. If they start cussing or get to the point where the call is unproductive, they should be warned politely and professionally. If they continue, I would disconnect the call. If you answer the call with a smile, the caller will usually respond in kind.

Amanda's Feedback

This is a strong answer. You can improve it by sharing the skills or techniques you would use to de-escalate the situation.

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25Customer Service Interview Questions & Answers

Performance Based

1.Tell me about a time when you went above and beyond for customer service.

Customer Service

2.How do you define good customer service?

Compatibility

3.What customer engagement strategy is the most rewarding for you?

Experience

4.What skills do you believe you possess that help you deliver excellent customer service?

Experience

5.Tell me about your customer service experience.

Experience

6.When have you received exceptional customer service? What made the experience stand out?

Conflict

7.How would you handle a rude customer?

Experience

8.Have you received any formal customer service training?

Direct

9.Have you ever broken company rules to make a customer happy?

Communication

10.How do you feel about saying 'no' to a customer with unreasonable requests?

Accomplishment

11.Give me an example of how you delivered excellent customer service at your last position.

Conflict

12.When was the last time you turned an angry customer around?

Customer Service

13.If you could not make a customer happy, what would you do?

Behavioral

14.Do you like being around people?

Behavioral

15.What would cause you to lose your temper with a customer?

Compatibility

16.How would you react if a customer was lying to you to gain a refund or free product?

Situational

17.What tools do you need to deliver excellent customer service?

Experience

18.Have you ever worked with a CRM, or client management software?

Capability

19.What is the difference between customer service and customer support?

Direct

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

Adaptability

21.How would you help a customer who you found difficult to understand due to a language barrier?

Education

22.Tell me about the last customer service skill you learned.

Discovery

23.How do you feel about promoting a product, or upselling, during a customer service based interaction?

Adaptability

24.How would you sell a product that you did not believe in?

EQ

25.How do you deal with customer rejection?