Question: How would you react to a complaint filed by an angry customer against you?

Alternative Question Phrasing:

Follow-up questions:

How effective is your strategy in dealing with angry customers?

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 – Rapport Buiding/Relating and Connecting with others,Social – Service Orientation (Customer Service/Focus)

Abilities:

Cognitive – Category Flexibility (Mental Flexibility)

Other Factors:

Personality-Job Fit,Personality-Organization Fit

Work Activity (Task):

Mental Processes – Making Decisions and Solving Problems

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):

Analytical Thinking,Patience

Question Frequency

Question Difficulty

What to look for in an answer:

The candidate’s customer management skills and professionalism.
The candidate’s critical thinking.

Red Flags to Watch For:

The candidate’s poor customer management skills and lack of professionalism.
Answers that reveal poor critical thinking.

Sample Answer:

When a customer files a complaint against me, I will deal with it professionally and explain myself well. If it’s my fault, I will apologize and make amends.

Question Source: Unknown