Example response for question delving into Policy Management 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 would start by empathizing with the customer and actively listening to their concerns. I would let them know that I understand their frustration and that I am here to help
•  Clarifying the Issue: I would ask the customer to provide specific details about their dissatisfaction with the company's policies. This would help me understand the root cause of their dissatisfaction and address it effectively
•  Explaining the Policy: I would then explain the company's policy to the customer in a clear and concise manner. I would highlight the reasons behind the policy and how it benefits both the company and the customer
•  Offering Alternatives or Solutions: If possible, I would offer alternatives or solutions that align with the customer's needs and preferences. This could involve suggesting different options within the existing policy or exploring potential exceptions
•  Escalating if Necessary: If the customer remains dissatisfied despite my efforts, I would escalate the issue to a supervisor or manager. I would provide them with a detailed account of the situation and any previous attempts to resolve it
•  Following Up: After the initial interaction, I would follow up with the customer to ensure their satisfaction. This could involve checking if the alternative or solution provided met their expectations or addressing any further concerns they may have

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

•  Problem-solving skills: Assessing my ability to handle challenging situations and find solutions to customer dissatisfaction
•  Customer service orientation: Evaluating my approach towards addressing customer concerns and ensuring their satisfaction
•  Conflict resolution skills: Determining my ability to navigate conflicts and reach a resolution that aligns with company policies
•  Adaptability: Assessing my flexibility in handling dissatisfied customers and adjusting to different company policies

  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
•  Disregarding company policies: Avoid suggesting that you would ignore or bypass company policies to satisfy the customer, as it indicates a lack of adherence to guidelines and procedures
•  Lack of problem-solving skills: Avoid not providing any solution or strategy to address the customer's dissatisfaction, as it demonstrates a lack of problem-solving abilities
•  Lack of communication skills: Avoid not mentioning the importance of effective communication and active listening when dealing with dissatisfied customers, as it suggests poor interpersonal skills

 Related

  Other questions asked for the Call Center Agent in Customer Service function. View details for the Call Center Agent here

• Tell me about your previous experience in customer service.
• How do you handle multiple phone lines or chat conversations simultaneously?
• What do you consider to be excellent customer service?
• Describe a situation where you had to deal with an angry customer and how you resolved it.
• How do you prioritize your tasks in a fast-paced environment?
• What steps do you take to ensure accuracy in your work?
• How do you handle repetitive tasks without losing motivation?
• What strategies do you use to upsell or cross-sell products or services?
• Tell me about a time when you went above and beyond to help a customer.
• How do you handle confidential customer information?
• Tell me about a time when you had to meet a challenging customer service goal.
• Describe a time when you had to work with a difficult team member and how you handled it.
• How do you handle high-stress situations?
• How do you handle feedback or criticism from customers?
• Tell me about a time when you had to handle a high-volume of customer inquiries.
• How do you handle a situation where you don't know the answer to a customer's question?
• How do you handle difficult customers?
• What do you do to stay updated on product knowledge and industry trends?
• Describe a time when you had to adapt to a new customer service software or system.