Question: How would you deal with an angry or irate customer over the phone?

Alternative Question Phrasing:

Follow-up questions:

Do you think it’s important to keep your cool? Why or Why not?

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)

Abilities:

Cognitive – Category Flexibility (Mental Flexibility)

Other Factors:

Personality-Job Fit

Work Activity (Task):

Information Input – Identifying Objects, Actions, and Events,Mental Processes – Making Decisions and Solving Problems

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

Interpersonal Relationships – Deal With External Customers

Work Style (Person-Job Fit):

Adaptability/Flexibility,Analytical Thinking,Patience

Question Frequency

Question Difficulty

What to look for in an answer:

The candidate’s professionalism especially when it comes to customer management.
How patient the candidate is.

Red Flags to Watch For:

The candidate’s lack of professionalism especially when it comes to customer management.
How impatient the candidate is.

Sample Answer:

When handling irate or angry customers, it is important to deal with it calmly and explain things properly. Nothing will be resolved if you will also be angry.

Question Source: Unknown