334.
Open communication is always good in gaining customer
confidence. Instead of just giving any answer just for the sake of
providing an answer, I am sure to let the customer know if I don’t
have an immediate answer to their question and assure them that
I will get the right answer and get back with them. Then, I make
sure to follow through. Without communication and follow through
you will lose trust and they will take their business elsewhere.
The customer appreciates honesty and the time you take in
delivering them the right answer and the best service.
Tell me about a time when a customer was upset or
agitated - how did you handle the situation?
Answer:
Similarly, to handling a dispute with another employee, the most
important part to answering this question
is to first set up the
scenario, offer a step-by-step guide to your particular conflict
resolution style, and end by describing the way the conflict was
resolved. Be sure that in answering
questions about your own
conflict resolution style, that you emphasize the importance of
open communication and understanding
from both parties, as
well as a willingness to reach a compromise or other solution.
As an example:
Customers who are upset just want to be heard. It is important to
listen. I had a customer call when I worked in a billing call center,
complaining that she felt she was being charged too much on her
monthly bill. She was already agitated when she called and I
quickly realized that the more I tried to talk, the more upset she
got. I took the time to listen and allow her to fully explain the
situation. It became apparent to me that she had not been
keeping up to date with the notices that were sent out explaining
that there were rate increases. I informed her of the rate increase
