Question: What is your approach to handling an aggressive customer?

Alternative Question Phrasing:

How Would You Handle Being Faced with an Aggressive Customer or Client?

Follow-up questions:

Question Details:

Question Type:

Skills:

Basic – Active Listening,Basic – Critical Thinking,Basic – Science and Logic,Basic – Speaking,Complex Problem Solving,Social – Coordination (Adjusting one’s own actions in relation to others),Social – Rapport Buiding/Relating and Connecting with others,Social – Service Orientation (Customer Service/Focus),Social – Social Perceptiveness

Abilities:

Cognitive – Oral Comprehension,Cognitive – Oral Expression,Cognitive – Problem Sensitivity (Problem Recognition),Cognitive – Speed of Closure (Thinking Speed)

Other Factors:

Candidate Preparedness,Personality-Job Fit,Personality-Organization Fit

Work Activity (Task):

Information Input – Gathering Information,Interacting with Others – Assisting and Caring for Others,Interacting with Others – Communicating with Persons Outside Organization,Interacting with Others – Provide Consultation and Advice to Others,Mental Processes – Analyzing Data or Information,Mental Processes – Judging the Value of Things, Services, or People,Mental Processes – Updating and Using Relevant Knowledge

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):

Achievement/Effort (Action/Result Orientation),Approachability,Compassion/Concern for Others,Cooperation,Handling Ambiguity,Initiative,Patience,Politeness,Stress Tolerance

Question Frequency

Question Difficulty

What to look for in an answer:

You are looking for the candidate’s ability to respond well and act under negative conditions and pressure.
If the candidate highlights a scenario that tells about their ability to cope with stress and tough customers.
You can assess the candidate’s tone, emotions, enthusiasm and body language by the way they respond.
If the candidate has gone over and beyond for the customer and did not cave into pressure, while following company’s policy.

Red Flags to Watch For:

If the candidate uses canned responses.
If the candidate becomes overly excited and emotional about handling an aggressive customer.
If the candidate discusses a situation where they failed to identify the customer’s concern and caused even more escalations.

Sample Answer:

N/A

Question Source: https://www.wikijob.co.uk/content/interview-advice/interview-questions