Customer Representative Mock Interview
Practice 26 Customer Representative interview questions covering conflict resolution, communication skills, and service scenarios.
Question 22 of 26
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.
How to Answer
Example Answer
Community Answers
Not every customer interaction turns out to be a success, but most of them should be. You should have plenty of success stories to share with the interviewer.
Here is an interview answer example: "I had once encountered a very angry customer who called about a defective product. My response went like this: 'I'm so sorry about that, that's very disappointing! We always make sure our products arrive correctly so I would be happy to send you a new one!'. The customer was glad that their concern was addressed as soon as possible."
"I had once encountered a very angry customer who called about a defective product. My response went like this: 'I'm so sorry about that, that's very disappointing! We always make sure our products arrive correctly so I would be happy to send you a new one!'. The customer was glad that their concern was addressed as soon as possible."
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Anonymous Answer
Again, going to have to go back to my recent unemployment position. An elderly lady had been trying for months to complete the ID verification process, she was frustrated with the entire process and the time it was taking to resolve the issue on her claim. She had managed to complete it a few weeks earlier but the control preventing her from receiving her benefits was still on the account. I was able to finalize the ID issue and release her payments to her. She went from being very angry with DOL and the process to almost tears of joy with the resolution.
Amanda's Feedback
Terrific answer! It is current, specific, and clearly illustrates the customer's transition from angry to satisfied with the outcome.
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