Example response for question delving into Written 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

•  Background: Briefly explain the situation and the customer's complaint
•  Communication: Describe how you initiated contact with the customer and the medium used (email or chat)
•  Active listening: Explain how you actively listened to the customer's concerns and acknowledged their emotions
•  Empathy: Discuss how you showed empathy towards the customer and validated their feelings
•  Problem-solving: Outline the steps you took to address the customer's complaint and find a solution
•  Resolution: Explain how you resolved the issue to the customer's satisfaction and ensured their needs were met
•  Follow-up: Describe any follow-up actions you took to ensure the customer's continued satisfaction
•  Outcome: Summarize the outcome of the situation and any positive feedback or results received

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

•  Problem-solving skills: Assessing how you handle customer complaints and find solutions via email or chat
•  Communication skills: Evaluating your ability to effectively communicate with customers in written form
•  Customer service orientation: Determining your approach to resolving customer complaints and ensuring customer satisfaction
•  Conflict resolution skills: Assessing your ability to handle difficult situations and resolve conflicts with 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 concern for the customer's complaint
•  Blaming the customer: Shifting responsibility onto the customer instead of taking ownership of the issue
•  Lack of problem-solving skills: Failing to provide a satisfactory resolution or offer alternative solutions
•  Poor communication: Not effectively conveying information or addressing the customer's concerns
•  Lack of follow-up: Neglecting to ensure the customer's issue was resolved or following up to ensure satisfaction

 Related

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

• 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?
• How do you handle a customer complaint about a product or service?
• 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?
• How do you handle a high volume of incoming customer calls or inquiries?
• 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?
• Tell me about a time when you had to work with a difficult colleague or team member.
• How do you handle a situation where a customer wants to speak to a manager?
• Describe a time when you had to handle a customer's request for a refund or return.
• What steps do you take to build rapport with customers?
• How do you handle a situation where a customer is unsatisfied with the wait time?