Example response for question delving into Customer Handling 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 understand that dealing with difficult customers can be challenging. To handle them effectively, I always approach the situation with empathy and active listening. I make sure to listen attentively to their concerns, validate their feelings, and show understanding
•  Remaining Calm & Professional: Remaining calm and professional is crucial when dealing with difficult customers. I stay composed and avoid taking their behavior personally. I respond in a polite and respectful manner, using a calm tone and avoiding any defensive or confrontational language
•  Problem-Solving & Solution-Oriented: I focus on finding solutions to the customer's issues. I ask probing questions to gather more information about their problem and then offer appropriate solutions or alternatives. I strive to provide quick and effective resolutions to ensure customer satisfaction
•  Managing Expectations: Sometimes, customers may have unrealistic expectations. In such cases, I manage their expectations by explaining what can and cannot be done. I provide clear and honest information about the company's policies or limitations, while still offering alternative options if available
•  Effective Communication: Clear and concise communication is essential when dealing with difficult customers. I ensure that I use simple language, avoid technical jargon, and provide step-by-step instructions if needed. I also confirm their understanding and ask if they have any further questions
•  Escalation & Seeking Help: If I encounter a situation where I am unable to resolve the customer's issue or if the customer becomes increasingly hostile, I know when to escalate the matter to a supervisor or manager. I am not hesitant to seek help from colleagues or team leaders to ensure the customer receives the necessary assistance
•  Maintaining a Positive Attitude: Throughout the interaction, I maintain a positive attitude and strive to turn the situation around. I express genuine concern for the customer's satisfaction and go the extra mile to provide exceptional service. I believe that a positive attitude can often diffuse tension and lead to a more positive outcome

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

•  Conflict resolution skills: Assessing my ability to handle challenging situations and resolve conflicts with customers
•  Customer service approach: Evaluating my approach towards providing excellent customer service even in difficult situations
•  Emotional intelligence: Determining my ability to empathize with customers and manage their emotions effectively
•  Problem-solving skills: Assessing my ability to find creative solutions and resolve issues with difficult customers

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

•  Lack of empathy: Not showing understanding or compassion towards difficult customers
•  Blaming the customer: Putting the blame solely on the customer without taking any responsibility
•  Lack of problem-solving skills: Inability to provide effective solutions or strategies to resolve customer issues
•  Lack of patience: Showing impatience or frustration when dealing with difficult customers
•  Inability to remain calm: Losing composure or becoming defensive when faced with challenging customers

 Related

  Other questions asked for the Live Chat Agent in Customer Service function. View details for the Live Chat Agent here

• Tell me about your previous experience in customer service.
• What strategies do you use to upsell or cross-sell products?
• How do you prioritize and manage your workload?
• Describe a situation where you had to resolve a complex customer issue.
• What software or tools have you used in your previous customer service roles?
• How do you handle multiple chat conversations simultaneously?
• Tell me about a time when you went above and beyond to assist a customer.
• How do you handle confidential customer information?
• What steps do you take to ensure accuracy in your responses?
• How do you handle a situation where you don't know the answer to a customer's question?
• Describe a time when you had to deal with an angry or upset customer.
• How do you handle repetitive or monotonous tasks?
• Tell me about a time when you had to work with a difficult team member.
• What steps do you take to ensure effective communication with customers?
• How do you handle high-pressure situations?
• Describe a time when you had to meet tight deadlines.
• What do you do to stay updated on product knowledge and industry trends?
• How do you handle a situation where a customer is dissatisfied with the company's policies?
• How do you ensure customer satisfaction?