Description
How would you handle a call from a customer who reports that their mirror has broken? Walk me through your response process, concentrating on the steps you would take to address the customer's concern.
1. Empathy : Demonstrating understanding and sharing the feelings of the customer regarding their situation.
2. Problem-solving : Identifying the best course of action to resolve the customer's issue effectively.
3. Communication : Clearly and effectively conveying information and instructions to the customer.
4. Composure : Maintaining a calm and professional demeanor throughout the interaction, even if the customer is upset.
1. Customer focus : Assessing the candidate's dedication to addressing customer needs and ensuring satisfaction.
2. Judgment : Evaluating the candidate's ability to make sound decisions when faced with customer issues.
3. Adaptability : Observing how the candidate adjusts their approach in real-time to effectively manage unexpected situations.
4. Conflict resolution : Analyzing the candidate's proficiency in managing and resolving customer complaints and disputes.
1. Present a structured response : Outline your problem-solving process step by step, from listening to the customer to resolving their issue.
2. Show proactive behavior : Illustrate how you would go above and beyond to turn the customer's negative experience into a positive one.
3. Reflect on past experiences : Relate to a similar incident if you've faced one, highlighting the successful outcome of your actions.