Example response for question delving into Customer Handling with the key points that need to be covered in an effective response. Customize this to your own experience with concrete examples and evidence

•  Situation: I was working as a Live Chat Agent in a customer service role for a retail company
•  Customer complaint: One day, I received a chat from an angry customer who had received a damaged product
•  Empathy & active listening: I started by acknowledging the customer's frustration and expressing empathy towards their situation. I actively listened to their concerns and allowed them to vent their frustrations
•  Problem-solving: Next, I asked the customer for specific details about the damage and apologized for the inconvenience caused. I assured them that I would do my best to resolve the issue
•  Offering a solution: After understanding the problem, I offered the customer two options: a replacement product or a full refund. I explained the process for each option and asked the customer which one they preferred
•  Resolving the issue: Once the customer chose the replacement product, I initiated the process by checking the availability and estimated delivery time. I provided the customer with all the necessary information and assured them that I would personally monitor the progress of their order
•  Follow-up: To ensure customer satisfaction, I followed up with the customer after a few days to confirm that the replacement product had arrived in good condition and met their expectations. I also offered any further assistance they might need
•  Customer satisfaction: By addressing the customer's concerns promptly, offering solutions, and providing excellent follow-up, I was able to turn their negative experience into a positive one. The customer expressed their gratitude for my assistance and left a positive review for the company
•  Key takeaways: This experience taught me the importance of remaining calm and empathetic when dealing with upset customers. It also highlighted the significance of offering viable solutions and following up to ensure customer satisfaction

  What the Interviewer is trying to find out about you and your experiences through this question

•  Conflict resolution skills: Assessing how well you handle difficult customer interactions and your ability to remain calm and professional
•  Customer service approach: Evaluating your empathy and ability to understand and address customer concerns
•  Problem-solving skills: Determining your ability to find effective solutions to customer issues
•  Communication skills: Assessing your ability to effectively communicate with upset customers and de-escalate tense situations

  How to avoid some common minefields when answering this question in order to not raise any red flags

•  Blaming the customer: Avoid blaming the customer for their anger or upset. Instead, focus on understanding their concerns and finding a solution
•  Lack of empathy: Avoid showing a lack of empathy towards the customer's emotions. Demonstrate understanding and concern for their feelings
•  Inability to handle conflict: Avoid showing an inability to handle conflict or difficult situations. Instead, highlight your ability to remain calm, listen actively, and find resolutions
•  Lack of problem-solving skills: Avoid not providing a clear example of how you resolved the issue with the angry or upset customer. Showcase your problem-solving skills and ability to find satisfactory solutions
•  Poor communication skills: Avoid demonstrating poor communication skills, such as interrupting the customer or failing to actively listen. Emphasize your ability to communicate effectively and clearly
•  Lack of customer focus: Avoid not prioritizing the customer's needs and satisfaction. Show that you are customer-focused and committed to providing excellent service

 Related

  Other questions asked for the Live Chat Agent in Customer Service function. View details for the Live Chat Agent here

• What steps do you take to ensure accuracy in your responses?
• How do you handle difficult customers?
• How do you prioritize and manage your workload?
• Describe a situation where you had to resolve a complex customer issue.
• What strategies do you use to upsell or cross-sell products?
• What software or tools have you used in your previous customer service roles?
• How do you handle multiple chat conversations simultaneously?
• Tell me about a time when you went above and beyond to assist a customer.
• How do you handle a situation where you don't know the answer to a customer's question?
• How do you handle confidential customer information?
• Tell me about a time when you had to work with a difficult team member.
• How do you handle repetitive or monotonous tasks?
• How do you handle high-pressure situations?
• Describe a time when you had to meet tight deadlines.
• How do you handle a situation where a customer is dissatisfied with the company's policies?
• What do you do to stay updated on product knowledge and industry trends?
• How do you ensure customer satisfaction?
• Tell me about your previous experience in customer service.
• What steps do you take to ensure effective communication with customers?