Customer Representative Mock Interview

Practice 26 Customer Representative interview questions covering conflict resolution, communication skills, and service scenarios.

Question 4 of 26

Describe a situation when you had a negative customer reaction?

How to Answer
Example Answer
Community Answers

Let the recruiter know that despite the negative reaction, you had worked the situation around. Everybody has bad days, what's important is the way you react to the problem.

"There was a time that I had to refuse a customer's unreasonable request due to company policy. In order to appease the customer, I empathized with their situation and communicated a willingness to help them find an alternative."

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Anonymous Answer

While working as a guest attendant in the lodges, a lady who I had already checked in walked in angrily claiming that I gave her a room that she had not booked. She claimed that she had booked a room with a full view. After confirming the website where the booking was made, our partners had changed the profile of the room to full view instead of the partial view. After apologizing for the mistake, I informed her that since we are in a heritage park, we were not allowed to cut down trees and hence all the rooms have a partial view of the lake. However, with a consultation with the, I upgrade her to a new place which she likes. I had excellent feedback when she checked out after five days.

Mary's Feedback

Excellent example- great job typing in the result/outcome. I have reformatted for brevity.

While working as a lodge guest attendant, I had a dissatisfied customer who believe I had booked her in an incorrect "partial-view" room instead of a "full-view" room. I apologized for the misunderstanding and showed empathy for her frustration. I explained to her the lodge policy of only having "partial view" rooms because the historic park the lodge was located on prevented tree-cutting. I offered to upgrade her room (which were within the company guidelines). She was very pleased with the outcome and even provided excellent feedback on my service when she checked out.

Anonymous Answer

I was unable to accommodate a customer request for fee refunds, due to system limitations on the account and guidelines. They had already had several refunds. I explained to them that I do understand it's frustrating throwing money away on fees. I started a check register for them and showed them how to use it "” also offered options for overdraft protection to ensure no more fees. Being proactive and offering solutions usually diffuses negativity.

Rachelle's Feedback

Was the negativity diffused in this specific situation? This is a good example because you showcase your ability to think of a variety of solutions that will help the customer. You also show an ability to think ahead by assisting the customer in avoiding the situation from happening again.

Anonymous Answer

While working at the travel insurance desk, a Client sent a request was sent in for a month's coverage, I immediately issued the cover, but unknowingly to me, the Customer had called earlier that he would prefer an annual multiple coverages that will serve him through the year being a frequent flyer and the difference was paid. The customer called and was furious that his instruction was not carried out. I apologized and confirmed the payment, and the updated travel insurance certificate was immediately forwarded to the client.

Stephanie's Feedback

It sounds like you handled a tough customer gracefully! To take your response from good to great, you should add a closing sentence that shows the positive impact that your actions had on the client. Was the client pleased with the outcome? Did they express satisfaction? If so, include that as a clinching sentence. It's great to show that your exceptional customer service skills had an impact!

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26Customer Representative Interview Questions & Answers

Customer Representative Mock Interview

Describe a situation when you had a negative customer reaction?

26Customer Representative Interview Questions & Answers

1.Why do you want a job in customer service?

2.What experiences do you have in customer service?

3.What in the past demonstrates your ability to handle customer complaints?

4.Describe a situation when you had a negative customer reaction?

5.Do you tend to give into customer complaints?

6.Give me an example of when you made a customer really unhappy?

7.Give me an example of when you pleased a customer very much?

8.Did you miss any days at work last year?

9.Have you ever called off work when you really could have went?

10.What did you like most about your previous customer service position?

11.Give me an example, outside of a call center, where you have pleased a customer?

12.If a major product was recalled and our call center employees had to stay overtime, how would you react?

13.We expect our employees to answer phone calls throughout the day and log 4 hours of call time, can you handle that?

14.Would you lie to a customer if it was best for the company?

15.Being in customer service is not the most exciting career, how would you make it fun?

16.What past experiences do you have turning cancellations back into customers?

17.Where do you expect your performance to be after three months on the job?

18.Why are you the best fit for this job?

19.If a customer demands to speak to a manager, what do you do?

20.How do you respond when you do not know the answer to a question?

21.If a customer says you are taking too long to solve the issue, what do you do?

22.Tell me about a time when you turned around a situation wherein a customer that was angry became a customer that was very happy with the results.

23.How would you define really great customer support?

24.When have you provided excellent customer support?

25.In what ways could you improve as a customer service agent?

26.Describe for me a time when you failed at customer service.