3822. How would you handle telling a customer their transaction declined?

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Description

Interviewer

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?

Skill Assessed
  • 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.

Purpose
  • 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.


Hints
  • 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.

Tags
Topics: 
Communication
Problem Solving
Roles: 
E-commerce Personal Shopper
Cashier
Companies: 
Walmart
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