Here’s how to make sure you ace your answer to “Tell me how you handled a difficult situation” in your next interview. Give an example of a time that you had to deal with a challenging customer situation. How to deal with an angry customer - - Stay calm, do not raise voice - Do not use defensive or aggressive body language like having your arms crossed or hands on hips - Listen to the customer completely, whether you agree or not. So, don’t take anything they say personally. Reasons You Encounter this Question. Be sure to emphasize how well you communicated with the customer, acknowledged their concerns, and resolved the situation with regards to company policy to the best of your abilities. Although it might be tempting to describe and complain about difficult customers you have dealt with in the past, try to avoid describing them negatively. Keep your hand gestures and body language to a minimum and strictly professional. Question 1: How would you deal with an angry customer, or with a person strongly unsatisfied with your customer service? An apology won’t solve the problem alone, but it will ease the customer’s anger. Unfortunately, you can't completely avoid people who annoy you. If you are interviewing for a position like restaurant server or retail clerk, chances are, you will be asked this question. Show us that you know what to expect in your job, that bad customer behavior will not discourage you, that you will try your best to satisfy every client with your service. Though you are answering behavioral interview questions- you want to keep your answers focused on your behavior at work. To do so, they … It assures the customer that you did hear them 4. 1. … To comment on this, Sign In or Sign Up. Of course, the best way to demonstrate your effectiveness in high-stress situations is by sharing a personal account. To avoid answering this question incorrectly, utilize the following tricks: Hiring personnel can read body language and into cliché responses, so be honest and thoughtful with your response. 47. Jobs Add Tags. Job Interview Question & Answer: How Would You Deal with a Difficult Customer? You could also mention how conflict resolution should take place in a private space. Tell customer you will try and look into the problem and see if you can correct the situation. Interview question for Admissions Advisor in Arlington, VA.Tell me how would you handle an angry customer. Demonstrative your effectiveness. Admitting that you made a mistake can prevent the customer from throwing a tantrum. This is the kind of question you will get in your interview. I would get to the bottom of the customer’s complaint and assess the most efficient, direct, and swift way to make things right again. If it’s a customer service job you might be asked something like, “Tell me about a time when you faced an angry customer and how did you deal with it”. Most of the hypothetical questions asked in a call center interview center around how you would handle situations ... or how you could handle a rude customer. Behavior interview questions such as “How would you deal with an angry customer?” gauge how job seekers react to less-than-ideal work situations. Before you attempt to diffuse the situation by talking them down, listen without judgment to their whole story and jot down important points as the caller explains. Which is true of the interview question: "How would you handle an angry customer?" It's the name of the customer service game, unfortunately. B) It tests knowledge and experience. Do not discuss situations where you failed to properly identify with the customer's concerns and caused the situation to escalate beyond your control. Example: “I actively readjust my attitude during a conflict situation. Note how each candidate focuses on analytical problem-solving in order to swiftly resolve their customer’s concerns. My sample answers should help you to compose your own interview answer. Why It Works: This candidate demonstrates her willingness to partner with the customer in order to analyze and trouble-shoot the issue. Tough interview questions vary widely between industries, but there are several tough questions employers commonly use to learn more about you as a candidate. Then you would tell the customer you apologize for the inconvenience and you understand they are upset. Repeat Back What You've Heard. I have never had this in real life so not sure how to answer. The ability to solve conflicts is a trait employers seek in potential hires. Keep your hand gestures and body language to a minimum and strictly professional. Imagine being on the job and a man comes into the store a second time to complain that he was double charged for a bag of chips. Quality customer service may be what differentiates a company from its rivals. During an interview, a hiring manager might ask a behavioral question -- a question that tests your ability to respond to work situations, such as your reaction to a confrontational customer. Remember, when answering this question, that your tone of voice and facial expression are as important as your response. Imagine being on the job and a man comes into the store a second time to complain that he was double charged for a bag of chips. Our experts come from a variety of backgrounds but have one thing in common: they are authorities on the job market. She clearly understands that the goal is to ensure the caller’s ultimate satisfaction. Active listening means concentrating … Many will be common interview questions you might be asked for any job, such as questions about your employment history, your educational background, your skills and qualifications for the job, and your goals for the future. When a hiring manager asks you about your ability to handle angry customers, they are trying to determine how well you respond and act under negative conditions and pressure. Describe a scenario that highlights your ability to cope with stress and tough customers. While you may have the urge to yell right back at them, fight the urge! Sample answers. Interview question for Admissions Advisor in Arlington, VA.Tell me how would you handle an angry customer. Next, hear what they have to say and note down key points. Remember, customers are extremely important to businesses so you really want to avoid answers like: “Just walk away. It’s time to start building your answer. Practice active listening rather than passive listening. Flag as Inappropriate Flag as Inappropriate. You could share that you’d allow frustrated customers to vent for a few minutes so they feel heard—and so that you and they both know you fully understand the situation—before you try to solve their problem. A great sample response to this type of question would be: I know sometimes customers may be upset or unhappy with their experience with a particular product or service and will contact the company to let them know. It can be very easy to become flustered while answering this type of question. Take a deep breath, and as you do, feel compassion for yourself, smiling inwardly. All rights reserved. ALLUDE TO PROVEN ISSUE RESOLUTION STRATEGIES: These include active and nonjudgmental listening, remaining calm and present, and repeating back the information you’ve been provided by the customer. In this article, we look at why employers ask tough questions and what they’re looking for in your answer. Review this list of 15 questions and answers to help you prepare for your next interview. If they are abusive, tell them you're willing to listen, but only if they stop using profanities. How do you handle multiple task? How would you handle it? While you won’t know for sure every interview question you might be asked, you also don’t want to be caught off guard with the question about dealing with angry customers. I always approach a customer’s complaint assuming positive intent, as most complaints I've dealt with were totally justified. Keep It Professional. Speak in an even tone, and do not participate in the oncoming ugliness as it will only intensify the situation. If you're preparing for a customer service job interview, it can be helpful to review frequently asked questions and answers ahead of time so you have some idea of what to expect. 1. Use a clear example with a positive end result. Interview question for Customer Service Specialist.How would you handle an angry customer?. Here For You During COVID-19 NEW! It is best for you to first be honest about if you have ever handled a situation with an angry customer before. The first thing an angry customer wants is to vent. 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