How do you handle situations where a customer provides negative feedback or leaves a bad review?
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Sample interview questions: How do you handle situations where a customer provides negative feedback or leaves a bad review?
Sample answer:
- Acknowledge and Apologize:
- Acknowledge the customer’s feedback promptly.
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Apologize for the negative experience, even if you don’t believe you’re at fault.
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Listen Actively:
- Allow the customer to fully express their concerns without interruption.
- Show empathy and understanding for their perspective.
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Avoid becoming defensive or argumentative.
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Investigate the Situation:
- Gather all relevant information to understand the root cause of the issue.
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Review the product or service in question, check for defects, or gather feedback from other customers.
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Offer a Genuine Solution:
- Provide a prompt and fair solution that addresses the customer’s concerns.
- Be willing to offer a refund, replacement, or an alternative product or service.
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Consider providing additional compensation, such as a discount or store credit, to show goodwill.
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Communicate Effectively:
- Keep the customer informed throughout the resolution process.
- Be clear and transparent about the steps you’re taking to address their issue.
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Source: https://hireabo.com/job/6_1_19/Fashion%20Retail%20Manager