3893. How do you handle talking with customers on the phone who may be upset?

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Description

Interviewer

Could you tell me about a time when you had to deal with an upset customer on the phone? How did you handle the situation?

Skill Assessed
  • 1. Empathy : Understanding and sharing the feelings of others, crucial for addressing customer concerns.

  • 2. Communication : Effectively conveying information and calming down upset customers.

  • 3. Problem-Solving : Identifying and resolving customer issues to their satisfaction.

  • 4. Stress Management : Maintaining composure under pressure when dealing with distressed customers.

Purpose
  • 1. Customer Service Experience : Assessing your track record in dealing and resolving conflicts with customers.

  • 2. Composure : Gauging your ability to remain calm and polite despite customer frustration.

  • 3. Conflict Resolution : Understanding your method for de-escalating situations and finding solutions.

  • 4. Adaptability : Determining how you adapt your communication style to different customer temperaments and situations.


Hints
  • 1. Focus on listening skills : Emphasize your ability to listen actively to understand the customer's issue fully.

  • 2. Highlight resolution techniques : Discuss specific strategies you use for de-escalating tension and resolving the problem.

  • 3. Reflect on learning outcomes : Mention what you learned from the experience and how it has improved your customer service skills.

Tags
Topics: 
Communication
Conflict Resolution
Roles: 
Claims Representative
Companies: 
Walmart
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