Description
Can you describe a time when you had to deal with an unsatisfied customer and how you resolved the issue?
1. Problem-solving : Ability to analyze the situation and identify the root cause of dissatisfaction.
2. Empathy : Understanding and sharing the feelings of the customer to validate their concerns.
3. Communication : Conveying messages in a clear and professional manner to address the customer's needs.
4. Customer focus : Prioritizing the satisfaction of the customer while adhering to company policies.
1. Customer service proficiency : Assessing your approach to customer interactions and service.
2. Conflict resolution : Evaluating your capability to handle disagreements and complaints effectively.
3. Composure under pressure : Judging your ability to maintain professionalism in challenging situations.
4. Adherence to policy : Understanding how you balance satisfying the customer with following the company's guidelines.
1. Reflect on context : Think about a particular instance with a difficult customer; context will make your answer more compelling.
2. Highlight positive outcome : If the situation was resolved positively, make sure to emphasize the resolution.
3. Demonstrate learning : If you learned something from the experience that improved your customer service skills, share it.