How do you handle difficult or dissatisfied customers?

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

Sample answer:

  • Listen actively and empathize: Allow the customer to express their concerns without interruption. Show that you’re listening by maintaining eye contact, nodding, and using phrases like “I understand” and “I hear you.” Acknowledge their feelings and empathize with their situation.

  • Acknowledge the customer’s perspective: Even if you don’t agree with the customer’s point of view, try to see things from their perspective. This will help you understand their concerns more accurately and develop a solution that meets their needs.

  • Apologize for the inconvenience: Even if you don’t believe you’re at fault, it’s important to apologize for the customer’s dissatisfaction. This shows that you’re taking their concerns seriously and that you’re willing to work to resolve the situation.

  • Offer a solution: Once you’ve listened to the customer’s concerns and acknowledged their feelings, it’s time to offer a solution. This could involve a refund, a replacement, or a change in service. Be sure to explain the solution clearly and concisely, and make sure that the customer understands and agrees to it.

  • Follow up with the customer: After you’ve resolved t… Read full answer


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