Call Center Mock Interview

Practice 25 Call Center interview questions covering customer scenarios, problem resolution, and high-pressure communication.

Question 2 of 25

How do you handle an angry customer?

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Example Answer
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Clara Canon

Clara is a career coaching expert and has supported individuals landing positions in education, non-profit, corporate, and beyond.

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.

Clara Canon

Clara is a career coaching expert and has supported individuals landing positions in education, non-profit, corporate, and beyond.

"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."

Interview Coach

Jaymie

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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.

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25Call Center Interview Questions & Answers

1.When have you attempted to resolve a customer complaint before?

2.How do you handle an angry customer?

3.Tell me about a time when you demonstrated a great deal of patience on the job.

4.Why do you want to work for our company?

5.What do you dislike the most about working in a call center?

6.How are you at navigating a wide range of personalities at work?

7.How would your coworkers describe your attention to detail?

8.Tell me about an example that highlights your determination to complete your tasks.

9.Tell me about a time when you took on a new course to study in order to improve your own work performance.

10.How would you handle the tasks you need to complete when you have multiple responsibilities to take care of?

11.Would you say you are a better verbal or written communicator?

12.Describe something you are very passionate or knowledgeable about in less than a minute, and offer as much detail as possible.

13.How would your former coworkers describe you?

14.How would you rate your previous supervisor? What things did they do well and what things did they do poorly?

15.What type of manager gets the best performance from you?

16.What do you think your first impression is like to others?

17.How many words per minute are you capable of typing?

18.We have a range of shifts here, including evenings, weekends, and holidays. What is your availability like? Are you flexible with when you are scheduled?

19.Call centers require excellent customer service and communication with no face-to-face contact. What is most important for you to convey over the phone to customers?