Tell me how you would handle an upset or difficult customer.

Handling upset or difficult customers is a common and stressful aspect of a customer-facing role. Use your response to demonstrate that customer service is still at the heart of what you do and that you have empathy for the customer. You should include any skills you have successfully used in the past, such as active listening, analytical problem-solving, and clear communication.

You can allow customers to express their concerns and grievances without interrupting them and actively listen to what they are saying. This can help them feel heard and understood. Show empathy by acknowledging the customer's feelings and showing that you understand their frustration. Stay calm and professional, even when customers are angry or upset. Avoid reacting emotionally, as this can escalate the situation.

Example answer:
The first step in dealing with any customer is making sure I understand the problem. If I don’t understand the problem, I cannot solve it for them. Making sure I understand also helps ensure I am the right person to solve that particular problem, as I recognize that there may be situations where someone else has the needed expertise or knowledge. Once the customer has explained the problem, I would summarize the problem to make sure I had understood correctly, and then I would take whatever steps needed to resolve the issue. That may involve explaining whether the customer could exchange or return a defective product, or it might involve trying to find out when an item will be back in stock. My goal would be to understand the problem, make the customer feel heard, and find a solution that makes the customer happy.