What would you do if an angry customer approached you and demanded an immediate resolution to their problem?

Avoid responding in a way that shows you would do anything to avoid the conflict. For example, saying, 'I would give the customer what they wanted,' shows a lack of problem-solving and critical-thinking skills. Instead, point to the fact that you would lean on your training and the company's policies to reach a well-thought-out resolution that served all parties equitably.

The interviewer wants to know how you would proceed in this customer-service scenario where the pressure is high. Because this question asks, 'What would you do if...,' you can respond hypothetically. The Situation, Solution, Benefit formula is helpful in this instance.

Step 1) Situation: Express your understanding of the hypothetical situation.
Step 2) Solution: Outline the solution you would introduce in this hypothetical situation.
Step 3) Benefit: Highlight how your approach to de-escalation will benefit the hiring company.

When you talk about handling upset customers, it's essential to show that you would act quickly and professionally while abiding by company policy. Employers want to see that your dispute-resolution skills are strong and that you can think fast when a pressing matter arises. Show the interviewer that you would jump into action to generate a fair resolution for the customer.

"(Situation) Through my years of customer service training and experiences, I have come to realize that most angry customers are simply expressing their frustration over the situation versus being angry at me personally. (Solution) If an angry customer approached me and demanded an immediate resolution to their problem, I would listen intently. I would let the customer speak and then use phrases like, 'So, what I'm hearing is that...is that correct?' Then, I would ask questions such as, 'What can I do to make this situation better?' Remaining calm and using the resources provided to me by my company, I would work to come up with a solution that felt fair and equitable. (Benefit) The benefit to hiring someone like me, with many years of customer service experience and extensive dispute-resolution training, is that I bring confidence in uncomfortable situations while still focusing on solutions that align with Company ABC's promise of providing unmatched customer care."