3930. Tell me about a time when a customer was angry and how you de-escalated the problem

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Description

Interviewer

Could you share an experience when you had to deal with an angry customer, and explain the steps you took to de-escalate the situation?

Skill Assessed
  • 1. Communication : Demonstrates the ability to effectively communicate with customers, especially in difficult situations.

  • 2. Problem Solving : Shows the capacity to analyze the issue at hand and find a workable solution.

  • 3. Conflict Resolution : Highlights your techniques for resolving conflicts in a professional manner.

  • 4. Emotional Intelligence : Displays an understanding of the customer’s emotions and the capability to manage personal emotions while handling the issue.

Purpose
  • 1. Experience Assessment : Evaluates your past experience in handling tough customer service scenarios.

  • 2. Skill Verification : Verifies if the candidate has the necessary skill set such as conflict resolution and problem solving required for the role.

  • 3. Behavioral Analysis : Analyzes how you behave under pressure and manage stressful interactions.

  • 4. Cultural Fit : Assess if your approach to service aligns with the company's values and principles in customer service.


Hints
  • 1. Describe the Situation : Start by setting the context of the story, giving enough background so the interviewer understands the circumstances of the conflict.

  • 2. Focus on Your Actions : Clearly outline what you specifically did to handle the situation, rather than what the team or the company protocol dictated.

  • 3. Discuss the Outcome : End your example with the result of your actions, emphasizing how you were able to resolve the issue or learn from the experience.

Tags
Topics: 
Communication
Conflict Resolution
Roles: 
Customer Service Representative
Companies: 
Walmart
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