When answering this question, focus on demonstrating your problem-solving skills, patience, and ability to maintain professionalism. Start by briefly describing the situation and the customer's issue. Then, explain the steps you took to address the problem, emphasizing your communication skills and any strategies you used to de-escalate the situation. Finally, highlight the positive outcome and any lessons learned. For example:
"In my previous role, a customer was upset because they received the wrong product. I listened to their concerns without interrupting, apologized for the mistake, and assured them I would resolve the issue promptly. I checked the order details, confirmed the error, and offered a replacement or refund. The customer chose a replacement, and I expedited the shipping. By the end of the call, the customer thanked me for my prompt and courteous service, and I learned the importance of active listening and quick resolution."
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