Crosswords1 min ago
What would you do if you had to deal with an angry customer?
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how would you answer this question if you where asked in a job interview i applied for a customer service job and now they have asked me to attend an interview this is my 1st job interview and am extremelly nervouse pls help how should i answer this
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I used to run a railway station,so I encountered quite a few angry customers. I was also involved (both as 'trainee' and trainer') on relevant courses. So here are a few pointers
1. Remain calm and avoid getting into an argument.
2. Keep eye contact with the customer but don't stand too close to him. (Angry people can misinterpret excessive proximity as a threat . Keeping your distance is also a good way to avoid the punch which might be coming your way!).
3. Ensure that you've got an escape route! (The risk of violence from angry customers is actually extremely low but it's worth knowing how to get away in a hurry!
4. Ask to customer to explain the problem to you clearly.
5. Be quick to apologise that the customer has been upset but avoid apologising directly for any (alleged) failing of your company. (e.g. "I'm sorry that you've had a problem today, sir" is acceptable but "I'm sorry that our company has screwed everything up" is usually to be avoided!)
6. If you're satisfied that the customer has a genuine grievance, and you're authorised to deal with it (e.g. by providing a refund or replacement), do so quickly and calmly, repeating your apology for the customer's inconvenience.
7. If, under those circumstances, you're not sure as to whether you're permitted to provide a remedy yourself, always consult a senior member of staff.
8. If you believe that a customer's complaint is unreasonable, calmly explain the company's policy. If he continues to complain, don't get into an argument. Offer to call a manager.
1. Remain calm and avoid getting into an argument.
2. Keep eye contact with the customer but don't stand too close to him. (Angry people can misinterpret excessive proximity as a threat . Keeping your distance is also a good way to avoid the punch which might be coming your way!).
3. Ensure that you've got an escape route! (The risk of violence from angry customers is actually extremely low but it's worth knowing how to get away in a hurry!
4. Ask to customer to explain the problem to you clearly.
5. Be quick to apologise that the customer has been upset but avoid apologising directly for any (alleged) failing of your company. (e.g. "I'm sorry that you've had a problem today, sir" is acceptable but "I'm sorry that our company has screwed everything up" is usually to be avoided!)
6. If you're satisfied that the customer has a genuine grievance, and you're authorised to deal with it (e.g. by providing a refund or replacement), do so quickly and calmly, repeating your apology for the customer's inconvenience.
7. If, under those circumstances, you're not sure as to whether you're permitted to provide a remedy yourself, always consult a senior member of staff.
8. If you believe that a customer's complaint is unreasonable, calmly explain the company's policy. If he continues to complain, don't get into an argument. Offer to call a manager.
Whist the customer is talking making the appropriate responses such as 'I see' I understand' to show that you are listeningn and taking the issue on board.
If you don't understand - don't be afraid to say so to ensure that you get the complaint right. Recap at the end to ensure you have understood
Ask if there is anyhting else - always always remain calm
If you don't understand - don't be afraid to say so to ensure that you get the complaint right. Recap at the end to ensure you have understood
Ask if there is anyhting else - always always remain calm
Not much I can add to the above but I usually find that letting someone have their say is important. Just knowing that they have got their issue communicated and been listened to can make the whole situation much calmer. Once they have got things out, often people will calm down and be more amenable to listening.
I also find tone (and body language) can make a big different. A quiet, polite, respectiful, calm yet authoritative tone and stance rather than anything which comes across aggressive or defensive or disinterested which could inflame the situation.
I also find tone (and body language) can make a big different. A quiet, polite, respectiful, calm yet authoritative tone and stance rather than anything which comes across aggressive or defensive or disinterested which could inflame the situation.
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