If a customer says you are taking too long to solve the issue, what do you do?
Sometimes, the delay in providing service isn't even your fault. It could be the fault of the system, the IT guys, phone issues, etc. It's how you respond to the customer that's a point of issue for the recruiter. Your answer could go like this, "First of all, I'd ensure the customer that their concern had been addressed promptly. Aside from issuing a sincere apology, I'd also do my best to explain the reason for delay. To make the customer feel that they are a priority, I'd give them updates every now and then regarding their request."
"First of all, I'd ensure the customer that their concern had been addressed promptly. Aside from issuing a sincere apology, I'd also do my best to explain the reason for delay. To make the customer feel that they are a priority, I'd give them updates every now and then regarding their request."
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
I would first apologize and try to explain my process so that they will understand the delay. So they continue to feel they are my priority, I would give them updates and assure them that I am working on their issue.
Amanda's Feedback
Great answer! You've shared how you would explain the process to improve the customer's understanding of the timeline o resolve the issue and then followed up to provide updates so that they are aware of where you are in the process. This builds the customer's confidence in your ability to handle the problem.
Anonymous Answer
I apologize sincerely for the delay and let them know that I am going to do all that I can in order to solve the issues quickly as possible. I like to give them an estimate of how long I think it will take if I'm able and as we're working through the problem I give them updates to let them know where we're at and what is going on. For instance, if the problem is that the customer needs to speak with another department, If the company allows, I stay on the line with them until I'm able to do a warm transfer and connect them with a real person. I do that because I don't want him to feel like they've just been placed on hold.
Stephanie's Feedback
This is a thorough, well-rounded response that highlights your commitment to exceptional customer service. Good for you!
Anonymous Answer
I would apologize and reassure the customer that the problem will be resolved as quickly as possible.
Stephanie's Feedback
Your approach shows a strong commitment to customer service. A sincere apology can go a long way in helping a customer feel heard! To take your answer up a notch, I suggest including a few more details on the steps that you would take to begin solving the issue. This is a great opportunity to show your interviewer your problem-solving skills, which come in useful in every role!
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