How have you handled a challenging customer or situation at your previous position?
Job Interview Question and Answer: “How Would You Deal With a Difficult Customer?”The Reason Employers Ask This QuestionIf you are seeking a job in customer service, an interviewer may ask how you would handle interactions with angry patrons. They want to know if you can stay calm and professional in these moments and diffuse the situation to keep customers happy. Demonstrating proper conflict-resolution skills in your response can help employers see that you are the right person for the job. Show
How to Give the Right Response to “What Do You Do When Customers Get Angry?”When answering this question, describe the steps you take to resolve disagreements and conflicts in the workplace. Your actions may include:
Talk about a situation at work, school, or in your personal life where you used these steps to resolve an issue or disagreement. Answers to Avoid for “How Do You Handle Difficult Customers?”Steer clear of vague statements like “The customer is always right.” Generic responses fail to reveal anything about your ability to handle conflict. Also, avoid giving examples where you placed blame on coworkers or argued with upset patrons. These types of answers show a lack of professionalism and could disqualify you from the position. Example ResponsesYour answer to “What do you do when customers get angry?” should show that you have a level head and can find solutions to difficult problems. The following sample answers can give you an idea of what a good response to this question should look like. Sample Job 1- Fast Food Employee “At my last job, a customer came into the restaurant and started yelling at me because her drive-thru order was incomplete. I quickly and sincerely apologized for the mistake and told her we would immediately get the rest of her order. In the meantime, the customer continued to vent about previous bad experiences they had had at our location.” “I listened closely to what they said and assured the customer that I would talk to my supervisors about their complaints. I also offered them a coupon for their next visit. They seemed happy when they left, and my coworkers and I made an effort to start double-checking all orders before they went out.” Sample Job 2- Sporting Goods Store Manager “When I deal with upset customers, my main goal is to keep them calm while I resolve their issues. At past jobs, I have seen customers yell and knock over displays when they get angry, so I try to diffuse those situations before they get to that point. I apologize and tell them how I plan to resolve the problem quickly. I might also give them a coupon or store credit to put them in a better mood.” Sample Job 3- Grocery Store Cashier “I think solving their problem as quickly as possible is the best way to deal with an angry customer. A shopper once approached me and was upset that she couldn’t find an item she was looking for in our store. Another worker had told her what aisle she could find it in, but she hadn’t seen it there. I stopped what I was doing and walked with her to the correct aisle to show her exactly where the item was.” “The fact that I took immediate steps to solve her problem seemed to make this customer relax. She apologized for her frustration and thanked me for taking the time to help her. Since then, I have always tried to show customers that I care about their concerns and am willing to help in any way I can.” Stay Calm, Cool and CollectedHandling difficult customers can be a complicated and nerve-wracking experience. However, keeping a level head and approaching the issue calmly and professionally can help bring the situation to a happy conclusion. Impress your interviewers by using these tips and examples to explain your personal conflict-resolution techniques. Similar Questions Employers Will Ask
Deftly explaining how you handle difficult work situations will help take you from interviewee to new hire. One of the more creative ways employers learn about a candidate's abilities and experience is with open-ended questions requiring detailed answers. Often-used queries include, “Describe a difficult situation or project and how you overcame it,” and “Tell me how you handled a difficult situation.” Regardless of how the question is asked, here are some tips to help you ace the answer and get the job. Why employers ask this questionAs part of a behavioral-based interview, this is an effective way for a hiring manager to learn a great deal about an applicant without using multiple questions. It also helps in assessing your emotional intelligence, a deciding factor for many companies today. Asking this question gives an interviewer insight on many key traits including:
People with these behavioral traits already intact can immediately handle the unforeseen challenges that come with the job, making them desirable candidates — especially for high-level positions. That's why it's critical to answer this question effectively. Note: The interviewer may decide to ask about a specific situation rather than leaving that up to you. If so, you can state that you haven't handled that particular issue and offer to describe how you would deal with it. You may be asked about that particular scenario for a reason, so do your best to answer it rather than trying to use a different example. How to respond to “Tell me how you handled a difficult situation”Because this is likely part of a behavioral interview, use the STAR method to prepare a great answer beforehand so you can confidently respond during the interview. STAR stands for Situation, Task, Action, and Result, the four areas you want to touch on when answering this type of question:
Following the STAR technique will help make sure you answer this question effectively so that the interviewer clearly sees that you have everything they desire in a qualified candidate. Sample responses to get you startedSome general topic areas to focus on when developing your answers for a behaviorial interview include:
Use the following sample answers to help you:
Add all the specific actions and thought-processes that apply to your example, and try to make it sound like you're telling a story versus rattling off facts. Avoid these mistakesWhen answering this type of behavioral-based interview question, try to avoid topics that make you or anyone else look bad. Examples include:
The more you prepare for your job interviews, the more confident you'll be in describing how you handled a difficult work situation — and that greatly increases your chance of getting hired. When it comes to acing the job interview, it's all about practice. That's where our coaches come in. Recommended Reading:
Related Articles:How did you handle challenges difficult situations in your previous work?Detail your job and responsibility to overcome the challenge. Detail the steps you took to rectify the issue. Talk about the "action" you took to overcome the situation. Explain your thought process for choosing the actions you did, being as specific as possible.
How would you handle a challenging situation with a customer?10 strategies for dealing with difficult customers. First and foremost, listen. ... . Build rapport through empathy. ... . Lower your voice. ... . Respond as if all your customers are watching. ... . Know when to give in. ... . Stay calm. ... . Don't take it personally. ... . Remember that you're interacting with a human.. |
