Example response for question delving into Problem Solving 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 question: I would start by acknowledging the customer's question and letting them know that I am there to assist them
•  Active listening: I would actively listen to the customer's question, ensuring that I understand their concern fully
•  Apologizing for not knowing the answer: I would apologize to the customer for not having an immediate answer to their question, expressing my willingness to find a solution
•  Seeking assistance: I would inform the customer that I will seek assistance from a supervisor or a more knowledgeable colleague to ensure they receive accurate information
•  Providing alternative solutions: While waiting for assistance, I would offer alternative solutions or suggestions that may address the customer's needs temporarily
•  Timely follow-up: After seeking assistance, I would promptly follow up with the customer to provide them with the correct information or solution
•  Learning from the situation: I would take the opportunity to learn from the situation, researching and familiarizing myself with the answer to prevent similar occurrences in the future

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

•  Problem-solving skills: Assessing the candidate's ability to think on their feet and find solutions in challenging situations
•  Customer service approach: Evaluating how the candidate prioritizes customer satisfaction and handles difficult interactions
•  Communication skills: Assessing the candidate's ability to effectively communicate with customers and colleagues when faced with uncertainty
•  Adaptability: Determining how the candidate handles unfamiliar situations and their willingness to seek help or learn new information

  How to avoid some common minefields when answering this question in order to not raise any red flags

•  Lack of problem-solving skills: Candidate may struggle to find solutions or alternatives when faced with unfamiliar situations
•  Lack of communication skills: Candidate may struggle to effectively communicate with the customer and explain that they don't know the answer
•  Lack of initiative: Candidate may not take the initiative to find the answer or seek help from a supervisor or colleague
•  Lack of customer focus: Candidate may not prioritize the customer's needs and may not make an effort to provide a satisfactory resolution
•  Lack of adaptability: Candidate may become flustered or overwhelmed when faced with unfamiliar questions or 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?
• How do you handle difficult customers?
• Tell me about your previous experience in customer service.
• Describe a situation where you went above and beyond to satisfy a customer's needs.
• What strategies do you use to upsell or cross-sell products to customers?
• How do you ensure that you provide excellent customer service consistently?
• Tell me about a time when you had to deal with an irate customer. How did you handle it?
• 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?
• 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?
• Describe a time when you had to handle a customer's request for a refund or return.