Example response for question delving into Customer Retention 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
•  Clarification & Understanding: I would ask the customer to provide more details about their dissatisfaction and clarify their expectations. This would help me understand the root cause of their unhappiness and find a suitable solution
•  Apologizing & Taking Responsibility: I would apologize to the customer for any inconvenience caused and take responsibility for the situation. This shows that I value their feedback and am committed to resolving the issue
•  Offering Solutions: I would propose alternative solutions or options to address the customer's concerns. This could involve suggesting a different product, offering a refund or exchange, or providing additional assistance
•  Seeking Approval: I would seek the customer's approval for the proposed resolution. This ensures that they are satisfied with the solution and feel empowered in the decision-making process
•  Following Up: After implementing the resolution, I would follow up with the customer to ensure their satisfaction. This demonstrates my commitment to their happiness and allows for any further adjustments if needed

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

•  Problem-solving skills: Assessing my ability to handle difficult situations and find satisfactory resolutions for customers
•  Customer service skills: Evaluating my approach to customer satisfaction and retention
•  Conflict resolution skills: Determining my ability to handle and diffuse customer complaints effectively
•  Emotional intelligence: Assessing my empathy and ability to understand and address customer concerns
•  Adaptability: Evaluating my flexibility in adjusting resolutions to meet customer needs

  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 unhappiness with the resolution provided. Instead, focus on empathizing with their concerns and finding a mutually satisfactory solution
•  Lack of problem-solving skills: Avoid showing a lack of problem-solving skills by not offering alternative solutions or seeking assistance from a supervisor or manager if needed
•  Lack of empathy: Avoid displaying a lack of empathy towards the customer's dissatisfaction. Show understanding and willingness to address their concerns
•  Inability to handle difficult customers: Avoid indicating an inability to handle difficult customers or becoming defensive. Instead, emphasize your ability to remain calm, patient, and professional in challenging situations

 Related

  Other questions asked for the Customer Service Representative in Retail function. View details for the Customer Service Representative here

• Tell me about a time when you had to handle a customer's complaint via email or chat.
• How do you handle a high volume of incoming customer calls or inquiries?
• How do you handle a customer complaint about a product or service?
• What do you think are the most important qualities for a customer service representative?
• How do you prioritize tasks when dealing with multiple customer inquiries?
• Tell me about your previous experience in customer service.
• How do you handle difficult customers?
• Describe a situation where you went above and beyond to satisfy a customer's needs.
• How do you handle a situation where you don't know the answer to a customer's question?
• What strategies do you use to upsell or cross-sell products to customers?
• Tell me about a time when you had to deal with an irate customer. How did you handle it?
• How do you ensure that you provide excellent customer service consistently?
• Tell me about a time when you had to work with a difficult colleague or team member.
• What do you do to stay updated on product knowledge and company policies?
• Describe a time when you had to handle a customer's personal information with confidentiality.
• Describe a time when you had to handle a customer's request for a refund or return.
• How do you handle a situation where a customer wants to speak to a manager?
• How do you handle a situation where a customer is unsatisfied with the wait time?
• What steps do you take to build rapport with customers?