Question: Generally speaking, what is your response to customer feedback?

Alternative Question Phrasing:

How do you respond to customer feedback?

Follow-up questions:

How often do you get feedback from the customers?
Do you find anything common in the feedbacks that you have received so far?

Question Details:

Question Type:

Behavioral

Skills:

Basic – Active Listening,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,Systems Analysis,Systems Evaluation

Abilities:

Cognitive – Perceptual Speed,Cognitive – Problem Sensitivity (Problem Recognition),Cognitive – Visualisation

Other Factors:

Big 5 – Openness to Experience (Open Mindedness),Direct Job Experience,Personal Improvement (Growth),Personality-Job Fit,Personality-Organization Fit,Self-Awareness

Work Activity (Task):

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 External Customers,Interpersonal Relationships – Deal With Unpleasant or Angry People

Work Style (Person-Job Fit):

Achievement/Effort (Action/Result Orientation),Approachability,Compassion/Concern for Others,Handling Ambiguity,Initiative,Patience,Persistence/Perseverance,Stress Tolerance

Question Frequency

Question Difficulty

What to look for in an answer:

If the candidate finds feedbacks as the opportunity to learn more about the customer’s requirements.
You are looking for the candidate’s enthusiasm to implement the learnings from the previous feedbacks.
If the candidate is open to share that feedback with others in the team, so they could also learn and avoid similar mistakes.

Red Flags to Watch For:

If the candidate sounds uncomfortable.
If the candidate does not have a narration to share where they have implemented a previous feedback.

Sample Answer:

N/A

Question Source: Unknown