Can you provide an example of a time when you successfully resolved a customer complaint?

Your Answer

How To Answer This Question?

When answering this question, focus on a specific instance where you successfully resolved a customer complaint. Use the STAR method (Situation, Task, Action, Result) to structure your response:

1. Situation: Describe the context or situation that led to the customer complaint.
2. Task: Explain the task or challenge you faced in resolving the complaint.
3. Action: Detail the actions you took to address the complaint and resolve the issue.
4. Result: Share the outcome of your actions and how it benefited the customer and the store.

Example Answer:

"In my previous role as a retail manager, a customer came in very upset because they had purchased a defective product. The situation was tense as the customer was quite vocal about their dissatisfaction. My task was to calm the customer and find a satisfactory resolution. I listened to the customer's concerns without interrupting, apologized for the inconvenience, and assured them that we would resolve the issue promptly. I then checked our inventory for a replacement product, but unfortunately, we were out of stock. I offered the customer a full refund or the option to order the product online with expedited shipping at no extra cost. The customer chose the expedited shipping option and was very pleased with the resolution. As a result, the customer left the store satisfied and even left a positive review about our customer service."