Description
Can you tell me about a time when you had to deal with a particularly difficult customer, perhaps someone who insulted you directly? How did you handle the situation?
1. Emotional intelligence : Assessing the ability to remain calm and composed, and not take insults personally in a professional setting.
2. Communication : Evaluating your verbal and non-verbal communication skills to de-escalate tense situations.
3. Customer service : Understanding how you prioritize customer satisfaction while maintaining professional boundaries.
4. Conflict resolution : Determining how you resolve conflicts and whether you can turn negative interactions into positive outcomes.
1. Composure assessment : Seeing how you maintain composure under stress or when faced with adversity.
2. Conflict handling : Judging your ability to handle conflicts without escalating the situation.
3. Customer focus : Ensuring you keep customer satisfaction in focus even when customers are difficult.
4. Policy adherence : Checking if you can adhere to company policies regarding customer interactions, even in negative situations.
1. Keep it professional : Suggest that your response would remain professional, without returning any insult or engaging negatively.
2. Show empathy : Mention that understanding the customer's perspective or frustration can be important.
3. Seek resolution : Indicate that your goal would be to resolve the customer's issue to the best of your ability, maintaining a positive brand image.