How do you handle a dissatisfied customer?


 Theme: Customer Satisfaction, Conflict Resolution  Role: Account Manager  Function: Sales

  Interview Question for Account Manager:  See sample answers, motivations & red flags for this common interview question. About Account Manager: Maintains and expands relationships with existing clients. 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 Satisfaction, Conflict Resolution with the key points that need to be covered in an effective response. Customize this to your own experience with concrete examples and evidence

  •  Empathy & Active Listening: I start by empathizing with the customer and actively listening to their concerns. I let them know that I understand their frustration and that I am here to help
  •  Problem Identification: I ask probing questions to identify the root cause of their dissatisfaction. This helps me understand the specific issue they are facing and allows me to address it effectively
  •  Resolution & Solution: Once I have identified the problem, I work towards finding a resolution. I collaborate with the customer to come up with a solution that meets their needs and resolves their issue
  •  Effective Communication: Throughout the process, I maintain clear and open communication with the customer. I keep them informed about the progress and any steps taken to resolve their concern
  •  Going the Extra Mile: If necessary, I go above and beyond to ensure customer satisfaction. This may involve offering additional assistance, providing compensation, or offering alternative solutions
  •  Follow-up & Feedback: After resolving the issue, I follow up with the customer to ensure their satisfaction. I also encourage them to provide feedback, as it helps me improve my service and prevent similar issues in the future

 Underlying Motivations 


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

  •  Customer service skills: Ability to handle difficult situations and resolve customer complaints effectively
  •  Problem-solving skills: Capability to identify the root cause of dissatisfaction and provide appropriate solutions
  •  Communication skills: Capacity to listen actively, empathize with the customer, and effectively communicate solutions
  •  Conflict resolution skills: Capability to manage conflicts and negotiate mutually beneficial outcomes
  •  Relationship-building skills: Ability to maintain positive relationships with customers even in challenging 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 the customer for their dissatisfaction as it shows a lack of empathy and customer service skills
  •  Lack of problem-solving skills: Avoid not providing a clear plan or solution to address the customer's concerns, as it indicates a lack of problem-solving skills
  •  Lack of communication skills: Avoid not emphasizing the importance of effective communication in resolving customer issues, as it suggests poor interpersonal skills
  •  Lack of empathy: Avoid not expressing empathy towards the customer's dissatisfaction, as it demonstrates a lack of understanding and care for their concerns
  •  Inflexibility: Avoid not being open to finding a compromise or alternative solution, as it indicates inflexibility and an unwillingness to adapt to customer needs