Do you have a customer service interview coming up? We will explain why the interviewer is asking you the very common question, “how would you deal with a difficult customer?” and help you pass your interview! If you understand why the question is being asked, you can give a top-scoring answer!
We will also tell you the 3 things you MUST INCLUDE in your answer to the question, “how would you deal with a difficult customer?”
Finally, we will the give you a brilliant scripted example answer to help you beat the competition!
WHY IS THE INTERVIEWER IS ASKING YOU THIS QUESTION?
REASON #1 – Customer service is very important to their business and they don’t have the time to train you up for weeks at a time on how to deliver excellent customer service. If you already know how to deal with difficult customers you will be a useful asset to their company.
REASON #2 – They want to assess your temperament. Are you a calm and considered person who goes out of their way to provide outstanding service, or are you someone who gets defensive, irritable, and annoyed whenever customers are being difficult? If you are the latter, you won’t get hired!
3 THINGS YOU MUST INCLUDE IN YOUR ANSWER!
NUMBER 1 – Start your answer and tell the interviewer you understand how important good customer service is!
NUMBER 2 – Next, tell the interviewer you would listen to the customer, and ask the right questions to get to the bottom of any issues. Say you would build a good rapport with the customer, lower your voice, and be polite and positive at all times whilst dealing with them.
NUMBER 3 – Finally, tell the interviewer you would create a solution the customer was happy with, apologize if the company was fault, keep them updated with progress, and seek to learn from any mistakes that had been made.
“HOW WOULD YOU DEAL WITH A DIFFICULT CUSTOMER” (SCRIPTED ANSWER)
“First of all, I fully understand how important excellent customer service is to your business. I would deal with a difficult customer by being calm, lowering my voice, asking them questions, and then listening. I would apologize if the company was at fault, I would try to build a good rapport with them, be positive, and create a solution they were happy with. Finally, I would keep the customer updated with progress if required, and learn from any mistakes that had been made.”
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