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. When faced with a difficult customer, I make sure to actively listen to their concerns and empathize with their frustrations. This helps me to establish a rapport and show them that I genuinely care about resolving their issue
•  Remaining Calm & Professional: It is important to remain calm and composed when dealing with difficult customers. I maintain a professional demeanor and avoid taking their behavior personally. By staying calm, I can think clearly and respond appropriately to their concerns
•  Effective Communication: I communicate clearly and effectively with difficult customers. I use simple and concise language to ensure that they understand the steps being taken to address their issue. I also provide regular updates and set realistic expectations to manage their frustrations
•  Problem-solving & Conflict Resolution: I approach difficult customers with a problem-solving mindset. I actively seek solutions to their problems and offer alternatives when necessary. If a customer is unhappy with a particular resolution, I try to find a compromise that satisfies both parties
•  Escalation & Seeking Help: If I am unable to resolve a difficult customer's issue on my own, I am not hesitant to escalate the matter to a supervisor or a more experienced colleague. Seeking help ensures that the customer receives the necessary support and increases the chances of a satisfactory resolution
•  Maintaining a Positive Attitude: I understand that maintaining a positive attitude is crucial when dealing with difficult customers. I avoid getting defensive or argumentative and instead focus on finding common ground and building a positive rapport. This helps in diffusing tension and finding mutually beneficial solutions

  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
•  Stress management: Determining how well I can handle stress and pressure while dealing with difficult customers
•  Problem-solving skills: Assessing my ability to identify and address customer issues effectively
•  Empathy & patience: Evaluating my level of empathy and patience towards difficult customers

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

•  Lack of empathy: Showing a lack of understanding or compassion towards difficult customers may indicate an inability to handle challenging situations effectively
•  Blaming the customer: Blaming the customer for their difficulties may suggest a lack of accountability and an unwillingness to take ownership of problems
•  Lack of problem-solving skills: Failing to provide specific examples of how you have successfully resolved issues with difficult customers may indicate a lack of problem-solving abilities
•  Inability to remain calm: Demonstrating an inability to stay calm and composed when dealing with difficult customers may raise concerns about your ability to handle stressful situations
•  Poor communication skills: Struggling to articulate your thoughts or provide clear explanations on how you communicate with difficult customers may indicate ineffective communication skills

 Related

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

• What strategies do you use to ensure customer satisfaction?
• Tell me about your previous experience in customer service.
• How do you prioritize and manage your workload?
• Describe a time when you went above and beyond to help a customer.
• What steps do you take to resolve a customer complaint?
• How do you handle multiple tasks or projects simultaneously?
• How do you handle stressful situations in a customer service role?
• What do you consider the most important skills for a customer service representative?
• What do you do to stay updated on product knowledge and company policies?
• 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 irate customer. How did you handle it?
• How do you handle a situation where a customer is unsatisfied with the resolution provided?
• How do you handle repetitive tasks in a customer service role?
• Describe a time when you had to work with a difficult team member or colleague.
• Describe a time when you had to handle a high volume of customer inquiries.
• What do you do to ensure effective communication with customers?
• What do you do to maintain a positive attitude in a customer service role?
• How do you handle a situation where a customer is upset due to a mistake made by the company?
• How do you ensure accuracy in your work as a customer service representative?