Description
Imagine you are at the cash register and a customer's payment does not go through. Can you tell me how you would handle informing the customer that their transaction has declined?
1. Communication : Conveying the declined transaction in a clear, professional, and empathetic manner.
2. Problem Solving : Ability to offer solutions such as trying a different payment method or checking with their bank.
3. Pressure Management : Maintaining composure under potentially stressful situations when facing disappointed or upset customers.
4. Customer Service : Providing a positive experience despite the negative situation, while showing empathy and understanding.
1. Situation Handling : To assess your ability to handle difficult situations with customers.
2. Communication Skills : To evaluate how well you communicate bad news to a customer.
3. Customer Service Skills : To gauge your capability to maintain quality customer service even when delivering negative information.
4. Problem Resolution : To observe your problem-solving skills in real-time as you suggest alternatives to the customer.
1. Stay Positive : Keep your language positive, framing the situation as an issue that can be resolved.
2. Be Discreet : Ensure that you are discreet when informing the customer to avoid any embarrassment.
3. Offer Assistance : Be prepared to suggest next steps or alternative actions the customer can take.