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Tell me about a situation in the past year in which you had to deal with a very upset customer

Whilst involved with the closure of a Telecom product and service, a complicated feature involved making contact with existing customers to oversee the delivery of customer refunds before the final closure date, within three months.
It was near enough, impossible to reach the target number, even though we sent advance warning mail.

One particular customer, who was living abroad and no longer resided at a recognized address, requested a refund on behalf of a relative who had passed away within a certain period of time.

The companys stance at the time was to only refund existing customers, and not relatives, which incensed this particular customer, who threatened legal action immediately.

It quickly became evident, that this situation could reoccur, as some customers had their accounts for many years although with infrequent use.

Having already increased the refund date, by a further six months, giving more time for existing customers to claim refunds, I convinced the senior managers to refund any relatives of deceased customers, who provided documented proof, to avoid legal action and protect the brand name, for future services. By compiling a list of deceased customer details, whose relatives requested refunds, we were able to create a comprehensive and up to date list of potential customers for a new service and venture project.

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