Customer Representative Mock Interview
Practice 26 Customer Representative interview questions covering conflict resolution, communication skills, and service scenarios.
Question 6 of 26
Give me an example of when you made a customer really unhappy?
How to Answer
Example Answer
Community Answers
Relay the story to the recruiter without putting the blame on the customer. Acknowledge whatever mistakes you made but highlight the steps you took to fix the situation. The recruiter wants to know that you're capable of owning up to your mistakes and patching up a bad situation.
"One of our loyal customers was asking for a replacement of an item that had a defect. Unfortunately, the particular item was already out of stock due to a delay in the update of the database on my part. I relayed the situation to my boss and apologized, then proposed a solution. In order to appease one of our most loyal customers, I gave him a discount on the upgrade of the item he originally bought."
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Anonymous Answer
It's unfortunate, but it does happen.
I was unable to accommodate backdating coverages on an insurance policy for a customer, and she was very displeased and made it clear she was not happy. I stated I understand her frustration. Unfortunately, we can't backdate the coverages; however, we can apply them now, so she has them going forward. She wasn't as frustrated when we ended the call but, not happy.
Rachelle's Feedback
You cannot make everyone happy, but the important thing is that you did what you could, remained helpful and cordial.
Anonymous Answer
Unfortunately, working in unemployment, I have not always been able to assist customers to their satisfaction. I will however do everything within my power and authority to resolve their issue if possible. During these unprecedented times, claimants had to verify their identity to help prevent fraud and I was unable to release payments if they had not completed the required process.
Amanda's Feedback
This is a strong response. You've provided a real-world example and explained the reason that the customer was unhappy ultimately had more to do with the logistics of the process than your ability to provide excellent service.
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