What's the best option when dealing with a difficult customer?
Do not try to talk over the customer or argue with them. Let the customer have their say, even if you know that they are mistaken and don't have all the information, or you can anticipate what they are going to say next. As you listen, take the opportunity to build rapport with the customer.
We'll dig into some specific challenges behind providing an excellent customer experience, and some advice on how to improve those practices. I call these the 5 “Cs” – Communication, Consistency, Collaboration, Company-Wide Adoption, and Efficiency (I realize this last one is cheating).
Listening to them and showing a sincere desire to help can help diffuse the situation, as you're demonstrating that they are valued. So instead of reacting to rudeness, stay cool. After they voice their complaints, express your opinion calmly and clearly — and try to empathize.
Can you explain a time when you dealt with a frustrated customer?
Task: “I was the rep working at the counter that day, so I was responsible for handling customer inquiries and returns. I knew the customer's reaction was out of frustration, so I didn't take it personally and I made sure she knew her concerns were being heard.” Action: “I listened carefully and apologized.
Are you able to work under pressure How do you handle pressure?
While working under pressure, reframe the situation as an opportunity to prove yourself. Visualize a happy outcome and actively work toward it. Find a work-life balance: Although your work-life balance may suffer during busy times at work, it's important to spend a portion of your day doing what you enjoy.
Can you give me an example of how you have solved a problem at work?
Examples of Problem Solving Scenarios in the Workplace
Solving any problems related to money, customer billing, accounting and bookkeeping, etc. Finding a way to make the company more profitable through new service or product offerings, new pricing ideas, promotion and sale ideas, etc.
To create a differentiated customer experience—and a more profitable business—here are some key considerations to keep in mind: relevance, readiness, reliability, rate, and refine.
By keeping all three sides of the triangle (strategy, staffing and system) in mind, you will be well placed to come out on top of your competition in terms of customer service.
Your answer to the "tell me about yourself" question should describe your current situation, your past job experience, the reason you're a good fit for the role, and how you align with the company values. Tell the interviewer about your current position and a recent big accomplishment or positive feedback you received.
How did you handled a rude or dissatisfied customer?
First of all, I would apologise for any inconvenience caused to them. Then, I would ask pertinent questions to establish the cause of the problem. Analysing the problem well can help you solve it more effectively. I would try to think of the most appropriate and viable solution that is likely to pacify the customer.
We're sorry for the inconvenience you've experienced and know that this is not the standard you expect from {name of company}. We're looking into the issue and are doing our best to address it as quickly as possible. We appreciate your patience and hope to have a solution for you by {date and time}.
