Question: What is your approach to situations where you are confronted by angry or dissatisfied customers? How would you calm them down or resolve their issues?

Alternative Question Phrasing:

What would you do if an angry and dissatisfied customer confronted you? How would you resolve their concern?

Follow-up questions:

How effective is your approach?

Question Details:

Question Type:

Knowledge/Skill Based

Knowledge:

Customer and Personal Service

Skills:

Basic – Critical Thinking,Basic – Science and Logic,Social – Coordination (Adjusting one’s own actions in relation to others),Social – Social Perceptiveness

Abilities:

Cognitive – Category Flexibility (Mental Flexibility)

Other Factors:

Personality-Job Fit,Personality-Organization Fit,Self-Awareness

Work Activity (Task):

Mental Processes – Judging the Value of Things, Services, or People

Work Context (Person-Job/Team/Org Fit):

Interpersonal Relationships – Deal With External Customers,Interpersonal Relationships – Deal With Unpleasant or Angry People

Work Style (Person-Job Fit):

Adaptability/Flexibility,Analytical Thinking,Patience

Question Frequency

Question Difficulty

What to look for in an answer:

The candidate’s professionalism in dealing with challenging situations.
The candidate’s critical and logical thinking.

Red Flags to Watch For:

The candidate’s lack of professionalism in dealing with challenging situations.
The candidate’s poor critical and illogical thinking.

Sample Answer:

When dealing with an angry or dissatisfied customers, you must be very patient and understanding. Nothing will be resolved if you will not keep your cool.

Question Source: https://www.indeed.com/career-advice/interviewing/situational-interview-questions-and-answers