How do you handle difficult or dissatisfied customers?

Sample interview questions: How do you handle difficult or dissatisfied customers?

Sample answer:

1. Active Listening: Empathetically listen to the customer’s concerns without interrupting or dismissing them. Understand their perspective and acknowledge their feelings.

2. Apologize and Validate: Express regret for the inconvenience or dissatisfaction, even if you don’t agree with their perception. Let them know that their concerns are being taken seriously.

3. Identify the Root Cause: Ask open-ended questions to gather specific information about the issue. Determine the underlying cause and any contributing factors.

4. Offer Solutions: Present available solutions to resolve the issue promptly and effectively. Provide options that align with the customer’s needs and expectations.

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