Tell me about a time when you had to handle an unhappy customer.

October 4, 2023

How would you deal with an unhappy customer/manager/colleague etc.

On this page, we have provided a complete guide on how you can answer HR Interview questions like “Tell me about a time when you had to handle an unhappy customer.”

Page Highlights:

Why: “Tell me about a time when you had to handle an unhappy customer.” asked?
How to answer: “How would you deal with an unhappy customer/manager/colleague.”?
Best Answers: “Tell me about a time when you had to deal with an unhappy customer/manager/colleague.”

Why: “Tell me about a time when you had to handle an unhappy customer.” asked?

This question is an example of a behavioral interview question. The aim of asking this question is to check how you would handle a particular situation. In a job, it is expected that at some point you would have to deal with an unhappy customer,client or a manager. Your answer here portrays your character and your ability to deal with stressful situations.

How to answer: “How would you deal with an unhappy customer/manager/colleague.”?

This question is an example of behavioral interview questions. Therefore, the best method of answering this question is using the STAR method.

S:- Situation Describe the situation, including what caused the problem with the person. You have to explain the “person” and what their relation was with you.

T:- Task Here you have to include what your work was, the task you were assigned with and why the “person” was unhappy with you.

A:- Action Once you have cleared out the first two parameters, next you will talk about your action. What steps did you take to solve the problem and satisfy the person?

R:- Result Finally you have to conclude your answer, with the result of your action. You need to tell the interviewer how you managed to solve the problem and satisfy the customer.

Important Points to Remember:-

When answering this question, mention the following:-

Do not give a failed instance, where you were unable to solve the problem of the customer.
Make sure you are highlighting your work in solving the problem, and the steps you took in doing so.
Also do not give any example where you behaved negatively or violently with the person.

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Best Answers: “Tell me about a time when you had to deal with an unhappy customer/manager/colleague.”

Refer the sample answers given below.

Answer 1:-

There was one time when I was working in a customer service team. I got a call from a client, saying that he was not satisfied with the service and demanded a refund. However, our refund period was over and according to the company policy we could not refund him. But the man was not listening and went on to say that he wants a refund. Ultimately I spoke with him, and worked out a solution where I gave him some additional services and he was satisfied with that.

Answer 2

In my previous job, my manager once got unhappy with how I was leading my team. I was giving them more free time than usual and he thought that this would lead to a lower outcome. However I spoke with him and we had a clear discussion where I gave him a datasheet showing how the team members were actually more productive with the additional break time. When he saw the output provided by my team, he understood my point and he even took up the initiative with other teams to increase the free time for everyone.

Answer 3

In that case, where I have to talk to an unsatisfied customer or manager, I will first and foremost listen to their complaints are try to understand the situation. I think it is most important for us to know where we were making the errors. Once that is cleared next thing will be to communicate with them and see how I can improve the situation and give them a better experience.

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