How do you handle an angry customer?
As with any customer service position, your interviewer will likely ask you a variety of situation-based questions to get an understanding of how well you respond to common challenges on the job. With a question like this, your interviewer wants to see that you are capable of handling an angry customer with poise and a sense of calm while continuing to adhere to company policy. When responding to this question, you may either use an example from your own experience or simply explain how you would handle it - just be sure to demonstrate that you understand this happens and you don't take it personally.
"Angry customers are part of the job, so the first thing I do is remind myself not to take it personally - otherwise the day will wear on you quickly! I find it best to hear them out fully when they first call so they know that they are being heard. Then, I'll apologize for any inconvenience and immediately work to resolve whatever the issue is. If they interject and become increasingly aggressive, then I will let them know that I will do everything in my power to support them with their issue and ask that they work with me to help us come to a solution faster. Most customers just want to know that we are listening and really want to help."
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
(restaurant)SITUATION: close at 9 pm, a customer came in at 8:50; treat him as take-out instead of dine-in without asking. After receiving food, he was very angry and threw out all of the tableware.
ACTION: apologized to him: “oh sir, I am sorry I should have asked you first”. Explain that we closed at 9 pm, and make an exception this time. Then, I called the manager that I would stay with the customer till he finished.
RESULT: customer finished the food in the restaurant. The manager commends what I did and gave me overtime pay. Also, the manager realized this potential problem and changed rules that would not close until the customer finished.
Amanda's Feedback
Sharing an applicable example like this helps give your answer more impact. You can also affirm that when dealing with an angry customer, you do your best to stay calm, understand the problem from the customer's perspective, and develop a solution that ultimately defuses the situation and satisfies the customer.