Question: Describe a time when you dealt with an angry customer. What happened and how did you deal with the situation?

Alternative Question Phrasing:

Tell us about a time when you had to calm an angry customer.

Follow-up questions:

Was the customer’s demand realistic?
How did you handle the situation?
What are some characteristics you show cased while dealing with this customer?

Question Details:

Question Type:

Behavioral

Skills:

Basic – Active Listening,Basic – Critical Thinking,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

Abilities:

Cognitive – Oral Comprehension,Cognitive – Oral Expression,Cognitive – Problem Sensitivity (Problem Recognition)

Other Factors:

Big 5 – Agreeableness,Big 5 – Conscientiousness (Work Ethic),Direct Job Experience,Personality-Job Fit,Personality-Organization Fit,Rapport Building Question,Self-Awareness

Work Activity (Task):

Information Input – Monitor Processes, Materials, or Surroundings,Interacting with Others – Assisting and Caring for Others,Interacting with Others – Communicating with Persons Outside Organization

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

Interpersonal Relationships – Deal With Unpleasant or Angry People,Interpersonal Relationships – Frequency of Conflict Situations

Work Style (Person-Job Fit):

Adaptability/Flexibility,Approachability,Compassion/Concern for Others,Handling Ambiguity,Patience,Persistence/Perseverance,Politeness

Question Frequency

Question Difficulty

What to look for in an answer:

If the candidate emphasizes on the importance of listening out the customer completely.
If the candidate offers alternatives to the customer while keeping in mind the business policy.

Red Flags to Watch For:

If the candidate couldn’t understand the situation well and hence couldn’t handle it properly.
If the candidate gave up very easily and requested their manager to handle this customer.

Sample Answer:

N/A

Question Source: https://resources.workable.com/interview-questions/