How do you handle difficult or frustrated customers?
Theme: Customer Service, Communication Role: It Support Specialist Function: Technology
Interview Question for IT Support Specialist: See sample answers, motivations & red flags for this common interview question. About IT Support Specialist: Provides technical support and assistance to end-users. This role falls within the Technology function of a firm. See other interview questions & further information for this role here
Sample Answer
Example response for question delving into Customer Service, Communication 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 or frustrated customers requires empathy and active listening. I make sure to listen attentively to their concerns and frustrations, allowing them to fully express their issues
- Remaining Calm & Professional: I remain calm and composed, maintaining a professional demeanor throughout the interaction. I understand that getting defensive or argumentative will only escalate the situation
- Acknowledging & Validating Concerns: I acknowledge and validate the customer's concerns, letting them know that I understand their frustration. This helps in building rapport and trust
- Clarifying & Gathering Information: I ask clarifying questions to gather more information about the issue at hand. This helps me to better understand the problem and find an appropriate solution
- Offering Solutions & Options: I provide the customer with possible solutions or options to address their concerns. I explain each option clearly, outlining the pros and cons, and help them make an informed decision
- Taking Ownership & Following Up: I take ownership of the issue and assure the customer that I will do everything possible to resolve it. I provide a timeline for resolution and follow up with them to ensure their satisfaction
- Escalating if Necessary: If the issue cannot be resolved at my level, I escalate it to a higher level of support or management. I ensure that the customer is informed about the escalation process and provide them with updates
- Maintaining a Positive Attitude: Throughout the interaction, I maintain a positive attitude and strive to turn the customer's frustration into a positive experience. I aim to leave them feeling satisfied and valued as a customer
Underlying Motivations
What the Interviewer is trying to find out about you and your experiences through this question
- Customer service skills: Assessing ability to handle challenging customer interactions
- Conflict resolution skills: Evaluating problem-solving and communication skills
- Stress management: Determining ability to remain calm and composed in difficult situations
Potential Minefields
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 frustrated customers
- Lack of patience: Displaying impatience or becoming easily frustrated with difficult customers
- Blaming the customer: Shifting blame onto the customer instead of taking responsibility for finding a solution
- Inability to de-escalate: Failing to calm down an angry or frustrated customer and escalating the situation further
- Lack of problem-solving skills: Not demonstrating the ability to find creative solutions to resolve customer issues