Question: Imagine this scenario: A customer has made a mistake with a product or service that you sold them. Now they are not happy with how thing have turned out and are intent on blaming you for the mistake. What do you do?

Alternative Question Phrasing:

Follow-up questions:

How will you deal with the customer?
Has this happened to you in the past? What was the outcome?

Question Details:

Question Type:

Situational

Skills:

Basic – Critical Thinking,Basic – Monitoring (Making observations of self and environment),Basic – Science and Logic,Social – Coordination (Adjusting one’s own actions in relation to others),Social – Service Orientation (Customer Service/Focus)

Abilities:

Cognitive – Category Flexibility (Mental Flexibility)

Work Activity (Task):

Information Input – Identifying Objects, Actions, and Events

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

Interpersonal Relationships – Deal With External Customers

Work Style (Person-Job Fit):

Achievement/Effort (Action/Result Orientation),Patience

Question Frequency

Question Difficulty

What to look for in an answer:

The candidate’s professionalism and customer management skills.
Answers that reveal logical thinking.
The candidate’s critical thinking skills.

Red Flags to Watch For:

The candidate’s lack of professionalism and poor customer management skills.
Answers that reveal illogical thinking.
The candidate’s poor critical thinking skills.

Sample Answer:

N/A

Question Source: Unknown