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

1 of 25 Customer Service Interview Questions and Answers Written by Rachelle Enns

Written on August 17th, 2018 | Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
How to Answer

It is essential that you can turn most customers around; however, this will not be the case 100% of the time. The interviewer would like to see that you have the sense to offer a solution while keeping the company's best interest in mind at the same time. Discuss what you would do to make sure a customer was taken care of while keeping in mind that, at times, situations need escalating to upper management. Also, there may be times when customer satisfaction cannot be achieved. Talk about how you come to terms with that.

Professional Answer Examples
Answer example

"If I could not make a customer happy I would escalate the situation to my manager, or another coworker who was perhaps better with customer dispute resolution. I understand that you cannot make everyone happy at all times, but I will certainly try my best."

Answer example

"On occasion, I will have a customer comment that I am just the 'receptionist.' This type of comment gives me the impression that, even though I have a thorough knowledge of the company, they feel I am not high up enough to give them what they need. At these times, I will move the complaint up to my management team and allow them to handle the client. Not everyone is willing to listen to what I have to say, and that is okay with me, so long as I know that I tried my best."

Answer example

"If I could not make a customer happy, I would ask them what it is they needed to be happy. Sometimes asking a question that bluntly will force a reply that can then turn into a solution. A company will not make every single person happy, but it's always good to know that we did everything we could to attempt a resolution."

Answer example

"When it comes to creative types of roles I believe that there will always be clients who are unable to jump on board with your full vision. My current company spends a fixed amount of resources onboarding clients who appreciate our style but, from time to time, the odd client who is not a fit will squeak through. If a client does not like our marketing direction at all, we will refer them to a competitor. That is part of our guarantee and of course, we rarely ever need to do that."

Answer example

"You win some; you lose some and one of the first things I learned while training in retail was that you would have an upset customer at times, no matter how hard you try. In these instances, I will ask my manager to step in and help. Usually, a fresh face with fresh ideas will be enough to help a customer to ease up a bit."

Answer example

"I am passionate when it comes to making sure my client accounts are happy. A healthy and positive collaboration is an essential part of sales. If, no matter how hard I try, I am unable to make a client happy I will refer them to another account manager with a different personality or sales style."

Written by:

Rachelle Enns
Rachelle Enns is a job search expert, executive headhunter, career catalyst, and interview coach. Utilized by top talent from Fortune companies like Microsoft, General Electric, and Nestle, she helps professionals position themselves in today's competitive digital marketplace. Rachelle founded Renovate My Resume and Executive Resume Solutions, two companies focused on helping job seekers get their edge back. She helps everyone from new graduates looking for their first placement, to CEO's who want more out of their career. Rachelle coaches students to executives on how to master the toughest interview questions and how to handle the most bizarre interview situations; all with confidence and poise. Rachelle trains other career coaches, recruiters, and resume writers, globally. A big part of her job is also spent coaching HR professionals on how to bring the human touch back into their interview and hiring process.
Published: 08/17/2018
*Specific career answer examples vary on published date
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