Marketing & Online Customer Support Question: Download Questions PDF
Please explain about a time when you turned an unhappy customer into a delighted customer?
Answer:
Appeasing an irate customer is no easy task, but delighting them can be even more challenging. Ask this question to determine if a candidate is willing to go the extra mile for a customer, even in a tense situation.
What to look for in an answer:
☛ Conflict resolution skills
☛ Stress tolerance and resilience
☛ Ability to abide by company policies
During my previous role, a customer was furious about not being able to return an item for a full refund. Company policy only allowed me to offer the customer store credit since he didn’t have a receipt. After letting him vent, listening intently to his concerns and apologizing for the inconvenience, I helped him find a gift for his wife for the same price so he wasn’t out any money. He thanked me for my patience and told me he would tell his friends about his experience.
What to look for in an answer:
☛ Conflict resolution skills
☛ Stress tolerance and resilience
☛ Ability to abide by company policies
During my previous role, a customer was furious about not being able to return an item for a full refund. Company policy only allowed me to offer the customer store credit since he didn’t have a receipt. After letting him vent, listening intently to his concerns and apologizing for the inconvenience, I helped him find a gift for his wife for the same price so he wasn’t out any money. He thanked me for my patience and told me he would tell his friends about his experience.
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