Question: Imagine this scenario: A customer felt like they received bad service from another sales person. Now, the customer is saying that they do not want to do business with your company. You had not dealt with this customer previously. You are not the cause of the bad service, but now you are tasked with trying to win the customer back. How would you do this?

Alternative Question Phrasing:

If a customer was unhappy with the service they’d received, how would you persuade them to keep on using your business?

Follow-up questions:

What would you say to the customer? What would you offer the customer? Would you apologise to the customer? How would you apologise to the customer?
Has this happened to you in the past? What did you do and what was the outcome?

Question Type:

Situational

Skills:

Abilities:

Other Factors:

Work Activity (Task):

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

Work Style (Person-Job Fit):

Question Frequency

Question Difficulty

What to look for in an answer:

The candidate’s critical thinking and problem solving skills.
The candidate’s customer management skills.

Red Flags to Watch For:

The candidate’s poor critical thinking and ineffective problem solving skills.
The candidate’s poor customer management skills.

Sample Answer:

N/A

Question Source: https://targetjobs.co.uk/