Engineer Mock Interview
Practice 34 Engineer interview questions covering technical problems, design scenarios, and project experience.
Question 33 of 34
How would you deal with an upset client?
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Allison Atkinson is a technical and academic writer, leveraging her Bachelor of Science in Civil Engineering and Master of Arts in English.
Many engineering roles, especially in consulting engineering or in smaller companies, will require you to work in an office where you may occasionally answer the phone or greet clients who come into the office. If your role is public facing or client facing, you may occasionally have to deal with a client or a member of the public who is upset with your company. Depending on your position, you may have to deal with them directly, or it may be your job to direct them to someone more qualified than you. In your answer, show your interviewer that you would behave in a mature manner.
Allison Atkinson is a technical and academic writer, leveraging her Bachelor of Science in Civil Engineering and Master of Arts in English.
"When people are upset, they often just want to be heard. If a client who was upset came in to the office or called, I would listen to them and try to help them out as much as possible. Depending on my position, I wouldn't promise them anything that I might not be able to deliver, but I would do my best to direct them to the person who could help them."
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Customer satisfaction is of the utmost importance. I would listen to my customer and hear their complaint all the way through. When they were finished telling their story, I would repeat back what I heard ensuring I captured each point correctly. If so, I would address every point I could. After each point, I would pause asking the customer "is that okay with you"?. If I could address everything, I would send a follow-up email with all the actions. If I could not, I would work with my ecosystem. Either way, I would: send a follow-up email with actions and I would notify my manager to let him/her know what occurred.
Marcie's Feedback
Great! It sounds like you have a great process in place for dealing with a disgruntled customer. The interviewer will appreciate that you recognize the importance of satisfying customers. You appear to be empathetic, attentive, and thorough. Consider mentioning that you will strive to solve the customer's issue in a timely manner.
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