Great Customer Service Interview Question: How Do You Handle Difficult Customers?

In the fast-paced world of customer service, handling difficult customers is a critical skill that can make or break a company’s reputation. One of the best ways to gauge a candidate’s capability in this area is through a well-crafted interview question. A powerful question to ask during a customer service interview is: “Can you describe a time when you turned a dissatisfied customer into a satisfied one? What steps did you take and what was the outcome?”

This question is effective for several reasons:

1. It Assesses Problem-Solving Skills: The candidate's response will reveal their ability to handle challenging situations and find solutions that satisfy the customer while aligning with company policies.

2. It Shows Communication Skills: The way a candidate describes their approach and actions provides insight into their communication skills, including empathy, clarity, and persuasiveness.

3. It Evaluates Emotional Intelligence: Successfully managing a difficult customer often requires a high level of emotional intelligence, including patience, empathy, and resilience. The candidate’s answer will shed light on these qualities.

4. It Demonstrates Experience: A detailed example from the candidate’s past experiences provides concrete evidence of their customer service capabilities, showing how they have applied their skills in real-life scenarios.

5. It Highlights Customer-Centric Attitude: The focus on turning a dissatisfied customer into a satisfied one indicates a strong commitment to customer satisfaction and a proactive approach to problem-solving.

To ensure you get the most out of this question, listen carefully to how the candidate frames their experience. Look for specific details, such as:

• The Nature of the Issue: Understanding what the problem was helps you assess the complexity and severity of the situation the candidate handled.

• The Candidate’s Role: Determine what actions the candidate personally took and how they contributed to the resolution.

• The Outcome: Pay attention to whether the resolution was positive and if it led to a better customer relationship or improvement in customer satisfaction.

Example Response:

"In my previous role as a customer service representative at XYZ Company, I encountered a situation where a customer was extremely frustrated due to a billing error. The customer had been incorrectly charged twice for a service, and they were very upset when they called in.

To handle the situation, I first listened carefully to the customer’s concerns without interrupting, showing empathy for their frustration. I then apologized sincerely for the inconvenience and assured them that I would resolve the issue promptly. I investigated the billing error, identified the mistake, and processed a refund for the duplicate charge. Additionally, I offered a discount on their next service as a goodwill gesture.

The customer was very appreciative of the swift resolution and the extra discount. They expressed their gratitude and mentioned they would continue using our services. This experience taught me the importance of active listening, empathy, and taking immediate action to resolve issues."

By asking this question and evaluating the candidate's response, you can better determine their suitability for a customer service role and their potential to contribute positively to your organization.