If you could not make a customer happy, what would you do?
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.
"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."
"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."
"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."
"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."
"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."
"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."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
If I could not make a customer happy, I would offer some alternative solution or ask them respectfully and discuss amongst us on what I could do to better the situation.
Rachelle's Feedback
The interviewer will appreciate that you look inward for a solution, also asking for customer feedback. This is a great answer!
Anonymous Answer
If I were unable to satisfy a customer, I would ask my manager to step in.
Rachelle's Feedback
Asking for help with an escalating issue shows maturity and professionalism. Nice answer!
Anonymous Answer
I understand that not everyone will always be happy. If it is a situation where the customer is upset because of an error of the company, I would assess the situation first. I would listen to the customer's concern, validate their concern so they know they are being heard, and then if it is something I could correct, I would offer a solution or alternatives. If the customer seems to still be escalating I would have a manager step in. My overall goal is to always turn the situation around and have the customer leave on a positive note.
Cindy's Feedback
This is a good, complete answer. Although the question is framed as hypothetical, you may want to be prepared with an example that shows how you reached the right result.
Anonymous Answer
I would do everything that I could for them. Unfortunately, sometimes the outcome does not make the customer happy, but you do your best.
Amanda's Feedback
You're right. Unfortunately, you can't make every customer happy, but you can do your best to listen well and empathize with their situation while remaining calm.
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