When answering this question, it's important to demonstrate your ability to stay calm, empathetic, and professional in challenging situations. Here’s how you can structure your response:
Acknowledge the Customer's Feelings: Start by showing empathy and understanding. For example, you could say, "I understand that you're upset, and I want to help resolve this issue for you."
Stay Calm and Professional: Explain that you remain calm and composed, no matter how the customer behaves. Mention any techniques you use to stay calm, such as taking deep breaths or mentally counting to ten.
Listen Actively: Emphasize the importance of listening to the customer's concerns without interrupting. This shows that you value their input and are taking their issue seriously.
Find a Solution: Describe how you would work to find a solution to the customer's problem. This might involve asking questions to understand the issue better, offering alternatives, or seeking assistance from a supervisor if necessary.
Follow Up: If applicable, mention that you would follow up with the customer to ensure their issue was resolved to their satisfaction.
Example Answer:
"When dealing with difficult or irate customers, I first acknowledge their feelings by saying something like, 'I understand that you're upset, and I want to help resolve this issue for you.' I make sure to stay calm and composed, using techniques like deep breathing to manage my own stress. I listen actively to their concerns without interrupting, which helps to de-escalate the situation. Then, I work to find a solution by asking questions and offering alternatives. If needed, I seek assistance from a supervisor to ensure the customer leaves satisfied. Finally, I follow up with the customer if possible to make sure their issue was fully resolved."
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