When answering this question, emphasize your commitment to customer satisfaction and your systematic approach to resolving complaints. Start by explaining the importance of listening to the customer's concerns and empathizing with their situation. Provide a step-by-step outline of your process for handling complaints, such as logging the issue, investigating the cause, and implementing a solution. Highlight any specific strategies you use to prevent future complaints, such as regular maintenance checks or customer feedback loops. Use examples from your past experience where you successfully resolved a complaint and improved customer satisfaction. For instance:
"In my previous role as a Utility Manager, I received a complaint about inconsistent water pressure. I first listened to the customer's concerns and assured them that we would resolve the issue promptly. I logged the complaint and dispatched a team to investigate. We discovered a blockage in the main pipeline, which we promptly cleared. To prevent future issues, I implemented a regular maintenance schedule and set up a system for customers to report issues directly through our website. This not only resolved the immediate problem but also improved overall customer satisfaction."
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