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Describe a time you went above and beyond for a customer How to answer How can you make things better and WOW the customer? Give an example that demonstrates that your approach to resolving customer frustrations is in line with the company policies.Ģ. Research the company you are applying to and try to find out what their standards of customer relationship or service are, as well as try to find out some real cases where the customers complained about the company, and what the company did to mitigate the situations (a possible source might be Yelp! or another social media platform).īased on your research, how does the company treat customers? How do they resolve customer issues? Of course, this may not always be possible in your line of business or profession, but I guess you see what I mean - showing full attention greatly improves your chances of mitigating the situation. (And believe me, checking your phone while speaking with such a customer is definitely NOT a good idea). Whenever possible, I try to meet in person and establish face-to-face contact with someone who feels disgruntled, so that I can fully focus on the situation. Try to define your principles or approach.įor example, I know that people tend to be frustrated when they feel neglected and unimportant. What was the critical factor in a successful resolution of the situation? If it were you on the serving side of the table, what would you do differently? Have you had such experiences in the past where you helped a frustrated customer?.How would the situation ideally be resolved?.Think of a time when, as a customer, you had a problem with a company. It takes good people skills to handle such situations, and this question is a good opportunity to demonstrate your people skills. How you handle a disgruntled customer can make the difference between closing a sale and failing to do so. Tell me about a time when you've resolved a problem for a frustrated customer top question How to answerĬustomers are the lifeblood of any business.