Give me a specific example of a time when you had to address an angry customer
What was the problem and what was the outcome? How would you assess your role in defusing the situation?
My first role was to find out why the customer was so
angry. Initially I thought it was a simple misunderstanding. As my position
was strictly customer sales, I had to look into whether or not our company
was actually at fault, meaning that we were obligated to do anything
to make amends.
I informed the customer that I recognized their problem,
and that I would be doing everything I could to help them, recognizing
that this person became angry due to frustration and feeling that no
one was listening to them or understood their grievance.
Eventually the problem was resolved, at which I apologiszed again for the inconvenience and felt obliged to offer a discretionary discount for their next visit.