What is an example of when you have had to deal with a difficult customer?

Answer 1

You might encounter a customer who becomes annoyed because an item is out of stock, or not stocked at all. Or one who wants a refund to which they're not entitled*. Or you could be in a call centre, fielding calls from people wanting the impossible or wanting service your employer can't or won't provide. You might deal with a customer upset because they've genuinely been badly treated by another assistant or operator or management. It is essential to remain calm, polite and helpful at all times, and to assure the customer you will do your best to rectify the situation. Do this at the start and you have a good chance the customer will calm down. Never, ever, be defensive; don't take an "it's not my fault" attitude, and don't argue with the customer. Don't recite, parrot-fashion, organization policy. Nod understandingly and look interested. Don't interrupt your customer - let them keep talking: eventually they'll be ready to listen. If the problem is goods out of stock or service unavailable, tell the customer you're making a note right now to management to see what can be done; if instore, write a memo while the customer is with you. The main cause of customer anger is when they believe they're being treated with contempt, or by staff who appear not to care. If you're not prepared to put on a friendly face and promise your best endeavours to any customer you shouldn't be seeking work in sales, and possibly not in contact with the public in general. Remember, the difficult customer is blaming you because you're in the front line; keep in mind you don't deserve their anger but can understand it. It isn't your fault, but the last thing you should do is tell the customer that. If the situation warrants it, take their details and be sure to get back to them with a result, even if there was no result. They'll know you've tried, and they could well be nicer to the next person at the front line when things go wrong. Of course, if the customer is out of control and highly abusive, you don't have to take that. If you can't calm them transfer them to management or call store security. *Returns and refunds are a worry; all retailers have Horror stories of the customer who buys an expensive outfit only to return it a day or so later with some lame excuse when it's obvious they've worn it to a function, or the customer who buys a big plasma screen and returns it the day after the big game, explaining it doesn't fit with the room. Your employer's policy on refunds is important here: it must be within the law, but some retailers simply refund rather than argue, to retain customer goodwill, which is perfectly legal. Where I live legislation says goods may be returned if they are faulty or damaged, not fit for the purpose they were sold for, or otherwise defective. It is not legal here to refuse a refund on defective goods bought on sale, nor to put up notices saying, no refunds on sale items. It is also illegal to post signs saying if you accidentally damage goods while shopping you must pay for them (you don't have to unless the damage is deliberate); neither is it legal here to include small print on receipts suggesting goods purchased cannot be returned or exchanged. It is illegal here to refuse a refund to which a customer is entitled and offer instead only a replacement or credit voucher. Company policy cannot override the law. Be familiar with the legislation in your area, and don't necessarily assume what your superiors tell you is correct (no need to say that at a job interview!). The internet will provide this information. Be wary, if you're looking for work in a store, of places that have signage - legal or illegal - all over the place telling customers what they can and can't do. I wouldn't shop in such a place and wouldn't recommend anyone apply for a job there: a shopkeeper who has that kind of mind is at best mean-spirited and at worst dishonest. You may well not be happy working for such an employer.

Answer 2

whist working at marks and Spencer's a guest came up to me asking if we had any of the cardigans left that were on the manikin. I went to check in the fitting room and then explained what we had out is all we have in stock. i asked her if what size she wanted as she could try the one on the manikin, but unfortunately this was not the size she required. So i rang our Preston store and asked a colleague i they had any available there tey did although the customer was still not happy as she did not wish to travel to Preston. At last option her she could go to customer services and order the cardigan in her particular size into the store. She agreed to do this but was still not completely happy as i could not guarantee she would have the product before Christmas but informed her that customer services would be able to tell her this.

Answer 3

When you are required to give a specific example of when you have had to deal with a particularly rude or difficult customer, you should cite an incidence that you handled properly. This should be in relation to the current job you are interviewing for. You need to state how you handled the issue.

Answer 4

When you are asked to give examples of an occasion when you have had to deal with a difficult customer, you should clearly define the experience you had. Most importantly, you should focus on how you were able to handle the situation.

Answer 5

Great question. Commonly asked for a position with customer service.

Give a specific example from your past and walk the interviewer through the situation. Tell them a STAR answer.

Situation Task Action Result

This gives the interviewer a great specific overview of how you exactly managed the person.