Question: What is your approach to calming down an angry customer?

Alternative Question Phrasing:

How do you handle negative feedback from very angry clients? How do you respond to him/her?
How do you deal with angry customers who complain about your products/services?
How do you calm angry customers?

Follow-up questions:

Question Details:

Question Type:

Skills:

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,Systems – Judgment and Decision Making,Systems Analysis

Abilities:

Cognitive – Deductive Reasoning,Cognitive – Inductive Reasoning,Cognitive – Oral Expression,Cognitive – Originality

Other Factors:

Personal Improvement (Growth),Personality-Job Fit,Personality-Organization Fit

Work Activity (Task):

Interacting with Others – Assisting and Caring for Others,Interacting with Others – Communicating with Persons Outside Organization,Mental Processes – Judging the Value of Things, Services, or People,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):

Achievement/Effort (Action/Result Orientation),Analytical Thinking,Compassion/Concern for Others,Handling Ambiguity,Patience,Politeness,Self Control,Stress Tolerance

Question Frequency

Question Difficulty

What to look for in an answer:

You are looking for the candidate’s ability to handle angry customers and how they act under negative conditions and pressure.
If the candidate emphasizes how well they communicated with the customers, acknowledged their concerns while still following company policy.
If the candidate narrates about their ability to provide exceptional customer service.

Red Flags to Watch For:

If the candidate discusses situation where they failed to identify the customer’s concern and had negative opinion about the customer.
If the candidate becomes overly emotional or excited about they handle irate customer.

Sample Answer:

N/A

Question Source: https://www.jobbankusa.com/interview_questions_answers/