Example response for question delving into Wait Time 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

•  Acknowledging the customer's dissatisfaction: I would start by empathizing with the customer and acknowledging their frustration with the wait time. I would apologize for any inconvenience caused and assure them that I understand their concerns
•  Active listening & understanding the issue: I would actively listen to the customer's specific concerns and ask clarifying questions to fully understand the issue. This would help me gather all the necessary details and ensure I address their specific problem
•  Offering immediate assistance: I would offer immediate assistance to the customer by suggesting alternative solutions to reduce their wait time. This could include finding another available staff member to assist them or offering self-service options if applicable
•  Providing regular updates: I would keep the customer informed about the progress and estimated wait time. Regular updates would help manage their expectations and demonstrate that their satisfaction is a priority
•  Resolving the issue: Once the customer's concerns are understood, I would take appropriate action to resolve the issue. This could involve escalating the matter to a supervisor, offering compensation or discounts, or finding a suitable solution that meets the customer's needs
•  Following up & ensuring satisfaction: After the issue is resolved, I would follow up with the customer to ensure their satisfaction. This could involve contacting them via phone or email to check if their concerns were addressed and if they require any further assistance
•  Maintaining a positive attitude: Throughout the interaction, I would maintain a positive and professional attitude. This would help in diffusing any tension and reassure the customer that their satisfaction is important to me and the company

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

•  Problem-solving skills: Assessing my ability to handle customer complaints and find solutions
•  Customer service orientation: Evaluating my commitment to ensuring customer satisfaction
•  Time management: Testing my capability to manage wait times efficiently
•  Conflict resolution: Determining my approach to resolving conflicts with dissatisfied customers

  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 with the wait time. Instead, focus on finding a solution and empathizing with their frustration
•  Lack of problem-solving skills: Avoid showing a lack of problem-solving skills by not providing any potential solutions or strategies to address the customer's dissatisfaction
•  Lack of empathy: Avoid displaying a lack of empathy towards the customer's frustration. Show understanding and concern for their experience
•  Inability to handle pressure: Avoid showing an inability to handle pressure by becoming defensive or flustered when discussing customer dissatisfaction with wait times. Stay calm and composed
•  Lack of customer focus: Avoid prioritizing the company's interests over the customer's needs. Demonstrate a customer-centric approach and willingness to go above and beyond to improve their experience

 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.
• Describe a time when you had to handle a customer's personal information with confidentiality.
• What do you do to stay updated on product knowledge and company policies?
• How do you handle a situation where a customer is unhappy with the resolution provided?
• 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?
• What steps do you take to build rapport with customers?