Question: Imagine this scenario: You are interacting with a customer. After a while, things turn sour and the customer starts to make negative comments about you. How do you handle the situation?

Alternative Question Phrasing:

How do you respond when you receive negative feedback from a customer about you personally? What approach would you take to deal with such a customer?

Follow-up questions:

Question Details:

Question Type:

Situational

Skills:

Basic – Critical Thinking,Basic – Science and Logic,Social – Coordination (Adjusting one’s own actions in relation to others),Social – Service Orientation (Customer Service/Focus),Social – Social Perceptiveness

Abilities:

Cognitive – Originality,Cognitive – Problem Sensitivity (Problem Recognition)

Other Factors:

Candidate Preparedness,Personality-Job Fit,Personality-Organization Fit,Practical Intelligence (Street Smarts)

Work Activity (Task):

Information Input – Identifying Objects, Actions, and Events,Interacting with Others – Assisting and Caring for Others,Interacting with Others – Communicating with Persons Outside Organization,Interacting with Others – Establishing and Maintaining Interpersonal Relationships,Interacting with Others – Resolving Conflicts and Negotiating with Others (Conflict Management),Mental Processes – Judging the Value of Things, Services, or People,Mental Processes – Thinking Creatively (Creativity)

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

Interpersonal Relationships – Deal With External Customers,Job Structure – Structured versus Unstructured Work

Work Style (Person-Job Fit):

Adaptability/Flexibility,Approachability,Assertiveness/Courage,Compassion/Concern for Others,Handling Ambiguity,Humility,Patience,Politeness,Self Control,Stress Tolerance

Question Frequency

Question Difficulty

What to look for in an answer:

If the candidate can clearly put away their personal ego from their profession.
You are looking for the candidate’s way of handling criticism.
If the candidate values positive criticism.

Red Flags to Watch For:

If the candidate gets too emotional about how they handled criticism.

Sample Answer:

N/A

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