Question: Describe a time when you had to deal with an irate customer. What did you do and what happened in the end?
Alternative Question Phrasing:
- When have you had to deal with an irate customer?
- What did you do?
- How did the situation end up?
Follow-up questions:
- N/A
Question Details:
Question Type:
Skills:
Basic – Active Listening,Basic – Critical Thinking,Basic – Reading Comprehension,Basic – Speaking,Basic – Writing,Social – Coordination (Adjusting one’s own actions in relation to others),Social – Negotiation,Social – Persuasion,Social – Rapport Buiding/Relating and Connecting with others,Social – Service Orientation (Customer Service/Focus),Social – Social Perceptiveness
Work Activity (Task):
Interacting with Others – Communicating with Persons Outside Organization,Interacting with Others – Provide Consultation and Advice to Others,Interacting with Others – Resolving Conflicts and Negotiating with Others (Conflict Management),Interacting with Others – Selling or Influencing Others,Interacting with Others – Working Directly with the Public
Work Context (Person-Job/Team/Org Fit):
Interpersonal Relationships – Deal With External Customers,Interpersonal Relationships – Deal With Unpleasant or Angry People,Interpersonal Relationships – Face-to-Face Discussions,Interpersonal Relationships – Frequency of Conflict Situations,Interpersonal Relationships – Frequency of Contact With Others,Interpersonal Relationships – Online Text Chat,Interpersonal Relationships – Responsibility for Outcomes and Results of Others,Interpersonal Relationships – Telephone,Interpersonal Relationships – Video Conferencing,Job Structure – Consequence of Error
Work Style (Person-Job Fit):
What to look for in an answer:
You are looking to determine the interviewees ability to handle and manage stress. You are looking to determine how they handle or deal with angry persons. You are looking for problem solving skills, patience, listening skills and tolerance levels. You are also looking for creativity and thinking when working out an answer.
Red Flags to Watch For:
If the interviewee handled the situation poorly.
If the interviewee leaves the question blank with no good reason thereof.
Sample Answer:
N/A
Question Source:
https://www.zippia.com/employer/behavioural-interview-questions/