Description
Can you tell me about a situation where you encountered a difficult customer and how you managed to resolve the issue?
1. Customer Service : Demonstrates ability to handle customer complaints and provide solutions that satisfy customer needs while adhering to company policies.
2. Composure : Shows the capacity to stay calm and maintain professionalism under pressure and in challenging situations.
3. Problem Solving : Reflects on the ability to quickly and efficiently solve a problem that a customer presents.
4. Empathy : Illustrates the ability to understand and share the feelings of the customer, helping to de-escalate the situation.
1. Assessing Emotional Intelligence : Evaluates the candidate's emotional intelligence in understanding and calmly navigating customer emotions and potentially heated situations.
2. Conflict Management : Determines the candidate's skills in conflict resolution and their approaches to finding favorable outcomes for both the customer and the company.
3. Customer Retention : Ensures the candidate understands the importance of customer satisfaction as it ties to customer loyalty and retention.
4. Adherence to Policies : Checks if the candidate is capable of resolving issues within the boundaries of the company's policies and procedures.
1. Stay respectful : Remember to focus on how you kept a respectful tone and treated the customer with patience and understanding throughout the interaction.
2. Action and resolution : Outline specific actions you took to handle the situation and explain how those actions led to a resolution.
3. Lesson learned : Reflect on what you learned from this difficult interaction and how it improved your customer service skills moving forward.