Describe a time when you had to handle a difficult customer
Theme: Customer Service Role: Sales Representative Function: Sales
Interview Question for Sales Representative: See sample answers, motivations & red flags for this common interview question. About Sales Representative: Responsible for selling products or services to customers. This role falls within the Sales function of a firm. See other interview questions & further information for this role here
Sample Answer
Example response for question delving into Customer Service with the key points that need to be covered in an effective response. Customize this to your own experience with concrete examples and evidence
- Context: Provide a brief overview of the situation and the customer's issue
- Listening & Empathy: Explain how you actively listened to the customer's concerns and showed empathy towards their situation
- Problem-solving: Describe the steps you took to address the customer's issue and find a solution
- Communication: Highlight how you effectively communicated with the customer throughout the process, keeping them informed and managing their expectations
- Resolution & Customer Satisfaction: Explain how you successfully resolved the customer's issue and ensured their satisfaction
- Learning & Improvement: Discuss any lessons learned from the experience and how you applied them to future customer interactions
Underlying Motivations
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 situations and customers
- Customer service skills: Evaluating your ability to maintain professionalism and provide satisfactory solutions
- Problem-solving skills: Determining your approach to resolving customer issues and finding effective solutions
- Communication skills: Assessing your ability to effectively communicate with customers and diffuse tense situations
Potential Minefields
How to avoid some common minefields when answering this question in order to not raise any red flags
- Blaming the customer: Avoid blaming or criticizing the customer, as it shows a lack of empathy and problem-solving skills
- Lack of resolution: Avoid not providing a clear resolution or not taking ownership of the situation, as it indicates a lack of problem-solving abilities
- Negative attitude: Avoid displaying a negative attitude towards difficult customers, as it suggests an inability to handle challenging situations professionally
- Lack of communication skills: Avoid not mentioning effective communication strategies used to diffuse the situation, as it highlights poor interpersonal skills