2392. How do you deal with difficult people during your work shift?

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Interviewer

Can you describe how you handle encounters with difficult people while at work?

Skill Assessed
  • 1. Conflict resolution : Demonstrates the candidate's ability to resolve disagreements or conflicts with customers in a professional manner.

  • 2. Communication : Assesses the candidate's capability to communicate clearly and effectively when addressing customers' concerns.

  • 3. Patience : Evaluates the candidate's level of patience when dealing with challenging interactions and the ability to maintain composure.

  • 4. Emotional intelligence : Reflects on the candidate's capacity to understand and manage their own emotions as well as those of others when dealing with difficult situations.

Purpose
  • 1. Assess problem-solving approach : To gauge how the candidate identifies, assesses, and solves issues with difficult people effectively.

  • 2. Evaluate interpersonal skills : To check the candidate's ability to maintain positive interactions with customers, even in less than ideal conditions.

  • 3. Understand stress management : To see if the candidate can handle stressful situations calmly and professionally without compromising service quality.

  • 4. Gauge fit for customer service : To determine if the candidate possesses the attitudes and behaviors necessary for providing exceptional customer service, which is essential in the Cashier role.


Hints
  • 1. Show empathy : You should highlight your ability to empathize with difficult customers and understand their perspective.

  • 2. Effective strategies : You should describe specific strategies or steps you take to de-escalate situations and achieve a positive outcome.

  • 3. Learning from experiences : You should mention any learning experiences from past encounters that have shaped how you currently deal with difficult individuals.

Tags
Topics: 
Communication
Conflict Resolution
Roles: 
Cashier
Companies: 
McDonald's
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