Question: Imagine this scenario: Your corporate customer calls you up to tell you that part of their order has not been delivered. What do you do?

Alternative Question Phrasing:

What steps do you take when a customer claims that part of his consignment has not been delivered?

Follow-up questions:

Please elaborate on you answer.
Did something similar happen to you in the past? What did you do?

Question Details:

Question Type:

Situational

Knowledge:

Customer and Personal Service

Skills:

Basic – Critical Thinking,Social – Service Orientation (Customer Service/Focus)

Other Factors:

Personality-Job Fit

Work Activity (Task):

Information Input – Monitor Processes, Materials, or Surroundings,Interacting with Others – Communicating with Persons Outside Organization,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):

Analytical Thinking,Humility,Innovation

Question Frequency

Question Difficulty

What to look for in an answer:

The candidate’s ability to handle customer complaints.
The candidate’s problem-solving skills.

Red Flags to Watch For:

Answers that reveal poor customer handling skills.
Poor problem-solving skills.

Sample Answer:

I will first investigate why it happened. If the error is on the part of the company, I will apologize to the customer and explain why it happened and present the corrective actions. If the company is not at fault, I will also explain to the customer and present evidences that the company followed standard procedures but I will go the extra mile in making follow-ups to ensure that the customer will receive the order.

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