Preparing for the Interview: Tell Me About a Time You Handled a Difficult Customer

Ready for your customer service interview? Positions such as these allow you to work directly with people and help them find answers to their questions and solutions to their problems. If you’re a people person and strive to help others—this is a perfect job choice for you. Now your next step is to nail the interview and get the job! 

A popular interview question you’ll likely be asked is: How do you handle difficult customers? When working in customer service, you won’t always handle happy people. After all, customers usually don’t call customer service to report that everything is working great! How you answer this question can be a significant determining factor in whether or not you land the job.  

What the interviewer is looking for 

To do well in customer service, you need to let every customer know that they’re valued, you understand their concern, and you’re here to help. If you can convey these things with your answer, that’s the key to great customer service!  

How to answer the question 

Be sure your response contains any or all of the following: 

Practice active listening. 

The first thing to do is to listen carefully to the customer’s question or complaint. By simply listening closely so they can get everything off their chest, it may begin to diffuse the situation. Repeat their question back to them, so they know you’ve listened and understand.  

Show empathy.

Stating that you understand their concern and you want to help is the correct next step. Let the customer know you will help them find answers, more information, or a resolution. 

Stay positive.

Let the customer know that is you are not able to answer their question or solve their issue, you will find another contact who can. Keep in mind that your ability to solve the customer’s concern without transferring them is preferable.  

Stay calm.

If a customer is angry, it might feel as if they’re taking things out on you. But don’t let that throw you—breathe and keep a level head. Remember—they’re upset at the situation, not you.  

How did it go? 

Describing the outcome of the call, especially one you were able to resolve for the customer, is a perfect way to wrap up this question.  

Find more interviews! 

If you’re in search of a customer service job, just contact Inter-Connect. We’ll work with you to understand your career goals and help you find something you can get excited about!