How do you handle a situation where a customer is unhappy with a product or service?

Your Answer

How To Answer This Question?

When answering this question, emphasize your ability to stay calm, listen actively, and resolve the issue to the customer's satisfaction. Provide a structured approach to handling such situations, such as:

1. Listen and Empathize: Show that you understand the customer's concerns by listening without interrupting and expressing empathy.
2. Apologize and Acknowledge: Even if the issue is not your fault, apologize for the inconvenience and acknowledge the customer's feelings.
3. Find a Solution: Offer a solution that addresses the customer's concerns. This could involve replacing the product, offering a refund, or providing additional assistance.
4. Follow Up: Ensure the customer is satisfied with the resolution and follow up if necessary.

Example: "In my previous role, a customer was unhappy with a product they purchased. I listened to their concerns, apologized for the inconvenience, and offered to replace the product or provide a refund. The customer chose a replacement, and I followed up a few days later to ensure they were satisfied with the new product."