Question: What is your approach to dealing with an unreasonable customer?

Alternative Question Phrasing:

Have you ever felt irritated or frustrated while dealing with a customer? How do you respond when customers become demanding beyond an acceptable level?

Follow-up questions:

Question Details:

Question Type:

Skills:

Basic – Critical Thinking,Basic – Monitoring (Making observations of self and environment),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),Social – Social Perceptiveness

Abilities:

Cognitive – Category Flexibility (Mental Flexibility),Cognitive – Originality

Other Factors:

Big 5 – Agreeableness,Candidate Preparedness,Personality-Job Fit,Personality-Organization Fit,Personality-Team Fit,Rapport Building Question,Self-Awareness

Work Activity (Task):

Interacting with Others – Assisting and Caring for Others,Interacting with Others – Communicating with Supervisors, Peers, or Subordinates,Interacting with Others – Establishing and Maintaining Interpersonal Relationships,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,Job Structure – Level of Responsibility (Impact of Decisions on Co-workers or Organization Results)

Work Style (Person-Job Fit):

Adaptability/Flexibility,Analytical Thinking,Handling Ambiguity,Patience,Politeness,Self Control,Stress Tolerance

Question Frequency

Question Difficulty

What to look for in an answer:

If the candidate is able to safeguard professional interests in agitated situations.
If the candidate determined to help their customers while still following company protocol.

Red Flags to Watch For:

If the candidate seems not to be well-tempered and easily get annoyed.
If the candidate talks bad about the customer.

Sample Answer:

N/A

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