Job Interview Question and Answer: “How Would You Deal With a Difficult Customer?”The Reason Employers Ask This QuestionIf you are seeking a job in customer service, an interviewer may ask how you would handle interactions with angry patrons. They want to know if you can stay calm and professional in these moments and diffuse the situation to keep customers happy. Demonstrating proper conflict-resolution skills in your response can help employers see that you are the right person for the job. Show
How to Give the Right Response to “What Do You Do When Customers Get Angry?”When answering this question, describe the steps you take to resolve disagreements and conflicts in the workplace. Your actions may include:
Talk about a situation at work, school, or in your personal life where you used these steps to resolve an issue or disagreement. Answers to Avoid for “How Do You Handle Difficult Customers?”Steer clear of vague statements like “The customer is always right.” Generic responses fail to reveal anything about your ability to handle conflict. Also, avoid giving examples where you placed blame on coworkers or argued with upset patrons. These types of answers show a lack of professionalism and could disqualify you from the position. Example ResponsesYour answer to “What do you do when customers get angry?” should show that you have a level head and can find solutions to difficult problems. The following sample answers can give you an idea of what a good response to this question should look like. Sample Job 1- Fast Food Employee “At my last job, a customer came into the restaurant and started yelling at me because her drive-thru order was incomplete. I quickly and sincerely apologized for the mistake and told her we would immediately get the rest of her order. In the meantime, the customer continued to vent about previous bad experiences they had had at our location.” “I listened closely to what they said and assured the customer that I would talk to my supervisors about their complaints. I also offered them a coupon for their next visit. They seemed happy when they left, and my coworkers and I made an effort to start double-checking all orders before they went out.” Sample Job 2- Sporting Goods Store Manager “When I deal with upset customers, my main goal is to keep them calm while I resolve their issues. At past jobs, I have seen customers yell and knock over displays when they get angry, so I try to diffuse those situations before they get to that point. I apologize and tell them how I plan to resolve the problem quickly. I might also give them a coupon or store credit to put them in a better mood.” Sample Job 3- Grocery Store Cashier “I think solving their problem as quickly as possible is the best way to deal with an angry customer. A shopper once approached me and was upset that she couldn’t find an item she was looking for in our store. Another worker had told her what aisle she could find it in, but she hadn’t seen it there. I stopped what I was doing and walked with her to the correct aisle to show her exactly where the item was.” “The fact that I took immediate steps to solve her problem seemed to make this customer relax. She apologized for her frustration and thanked me for taking the time to help her. Since then, I have always tried to show customers that I care about their concerns and am willing to help in any way I can.” Stay Calm, Cool and CollectedHandling difficult customers can be a complicated and nerve-wracking experience. However, keeping a level head and approaching the issue calmly and professionally can help bring the situation to a happy conclusion. Impress your interviewers by using these tips and examples to explain your personal conflict-resolution techniques. Similar Questions Employers Will Ask
Working in retail, or in hospitality, you’ll meet all sorts of customers, in any kind of setting. Most people will be nice and respectful, and they will appreciate your efforts. But some customers will be angry–either because they do not like something about their shopping experience, or they do not like you, or they face some problems in their life and simply decided to vent their anger while shopping or eating in a place where you happen to work. What is more, difficult customer does not mean only an angry customer. Someone may be extremely demanding, asking one pointless question after another. Or you will meet a pushy customer who will keep asking for your phone number and inviting you out, not accepting your refusal. And some people are simply stupid–it is not always their fault, and you just won’t be able to explain them what they want to know from you. Are you ready to face such situations in your new job? And does such a customer behavior leave some mark on you, or can you forget it quickly and move on? Hiring managers try to find out these things while inquiring about your experience with a difficult customer. Let’s have a look at 7 sample answers to this question. Do not forget to read also my notes below the answers, for some additional explanations and hints on what you should focus on while dealing with this one.
Show them that you do not mind going above and beyondProbably the best situation you can narrate is a one when the customer was initially dissatisfied, because you struggled to address their request, from whatever reason. But then you did something extra, something outside of your standard working duties. You went above and beyond for them, and eventually solved their problem. As a rule of a thumb, you should pick a situation that had a good outcome, at least when you decide to speak about a particular situation with a particular customer, instead of explaining in general the tricky situations you faced with customers in your new job. * Special Tip: This isn’t the only difficult question you will face while interviewing for any decent job. You will face questions about prioritization, dealing with pressure, dealing with ambiguity, and other tricky scenarios that happen in the workplace. If you want to make sure that you stand out with your answers and outclass your competitors, have a look at our Interview Success Package. Up to 10 premium answers to 31 tricky scenario based questions (+ more) will make your life much easier in the interviews. Thank you for checking it out!  If you have no experience, tell them what you would doEveryone has to start somewhere, and in many jobs in retail and hospitality sector previous experience isn’t required. If it is your case, try to visualize what is going to happen in your new job, what sort of tricky situations you may experience with the customers. This depends on your place of work, of course. Car salesman, waitress, sales associate in clothing store, pharmacist, hotel receptionist, call center operative–each of them experiences different situations with the customers. Think about the situations you will experience, think out loud in the interview, tell the hiring managers how you plan to deal with such situations, and ensure them that you feel ready to handle them, both physically and emotionally. Customer is always right–but only to a certain pointOf course, everyone will expect you to deliver an outstanding customer service in work. And you should try to be nice, not getting involved in conflicts, trying your best to satisfy the customers, and simply make sure that they will come to the store again. But even customer service has some limits… You cannot give discounts you aren’t approved to give, you cannot move forward with someone’s loan application if they did not provide all necessary documents, and you cannot give someone free food just because they were waiting too long in the queue. Keep this on your mind while answering this question, and any other question about customer service you may face in your interview…. Ready to answer this one? I hope so! Check also 7 sample answers to other tricky interview questions:
Matthew has been working in international recruitment since 2008. He helps job seekers from all walks of life to pursue their career goals, and to prepare for their interviews. He is the founder of InterviewPenguin.com website. Latest posts by Matthew Chulaw (see all) Can you give me an example of when you have dealt with a difficult customer?Using the STAR method, you can tell a story about a time when you had to deal with an angry customer in person. Situation: "At my last job, a customer came in cursing and yelling—the works. She was complaining about an item she wanted to return, but she didn't have her receipt.”
How would you deal with a difficult customer best answer?10 strategies for dealing with difficult customers. First and foremost, listen. ... . Build rapport through empathy. ... . Lower your voice. ... . Respond as if all your customers are watching. ... . Know when to give in. ... . Stay calm. ... . Don't take it personally. ... . Remember that you're interacting with a human.. How have you handled a challenging customer or situation at your previous position?Although I took her order and did not make her drink, I listened, sincerely apologized, thanked her for being a customer, and then I did my best to make things right. If given the opportunity to represent your organization, I would handle difficult situations similar to this with empathy, sincerity, and kindness.
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Describe a time you had to deal with a difficult customer and how you handled the situation examples
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