Difficult situations are inevitable in customer service, but how a candidate responds to them can make or break their success. This question will help you determine if a candidate has the ability to stay calm and think on their feet when a customer is upset.
Overview
Difficult situations are inevitable in customer service, but how a candidate responds to them can make or break their success. This question will help you determine if a candidate has the ability to stay calm and think on their feet when a customer is upset.
Interview Expectations
Stress tolerance
Conflict resolution skills
Ability to abide by comp
Sample Answer
I always stay calm and listen intently to a customer’s concerns. I never get defensive or argue with them. Instead, I ask questions to understand their issue and try to find a solution that works for them. At my last job, I dealt with difficult customers by listening to their concerns and trying to find a solution that worked for both of us.