How do you answer 'How would you handle an irate customer' in an interview?

Answer

Whatever you say should be in your words and you should let the interviewer know that you have thought about the subject. In that situation, an irate customer is expressing his displeasure with a problem and wants YOU to solve it for him/her. It isn't so much that the customer is irate, but that the customer is unhappy with service or a product. In those situations the customer is expressing his frustration with HIS treatment, and wants the problem solved, and wants to make the problem YOUR problem. In effect, as the representative of the company, it MUST become your problem. First, listen to what the customer has to say. I don't know if you've heard of a process called "active listening", in which you listen carefully to what the other person says, then, using your own words, explain what you think he meant. If he says, "The **** thing won't start!" you might reply with something like, "Yes, I would pretty upset too if I just bought a new lawnmower and it wouldn't start." Let him/her express what is bothering him/her, let him/her know that you have really been listening, then when the conversation starts to slow down it's a good indication that the customer is satisfied that you understand the problem. At that point, ask "what would make you feel right about this?" or "What do you think I should do?" or "What would solve this problem for you?" Whatever words make you feel more comfortable. You might be surprised, but most customers will be reasonable if they think the company rep is being reasonable. If the customer wants something reasonable, let him know that you can do that for him. If the request is marginal, let him know that you can try to do that but you don't know if it is something that you can do. If his/her request is something completely impossible, like "Fire the guy who designed this thing." Let him know that that is not something that you have the power to do, then ask if there is something short of that which would satisfy him/her. Don't act too relaxed in a situation like that, it just makes the customer think that you are mocking him/her or not taking him/her seriously, but you should always stay calm and not get irate back at the customer. Recognize that he/she isn't upset with you. It's just a bad situation and he/she feels cheated. Whatever you do, don't take anything said "personal". In the interview, you should express these things in your own words and the interviewer will be impressed with your "people skills."

First answer by Redbeard. Last edit by ID3526434128. Question popularity: 28 [recommend question]

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