EXAMPLE ANSWER

I was working as a customer service representative in a high street store. Had a customer came to our customer service desk. He slammed down a package and began raising his voice very loudly about how upset he was.

I listened to him without saying a word, allowed him to vent and speak his mind.

As soon as a pause appeared, I apologised for the issues he had experienced with the product and that I would put right the problem immediately. He then began to calm down.

I explained to him that, in his shoes, I would feel exactly the same and fully appreciate his concerns. This statement made him feel valued and listened to.

After this, I went on to explain to him that I could immediately replace the product he had bought and went to our stores to locate the replacement product. Before I went off, I asked him if I could get him a drink whilst he waited.

Once I returned with the new product, I decided to open it up in front of him to make sure the replacement was not damaged like the initial product. Everything was fine and the customer appeared happy.

I then decided to a step further and gave him a store voucher that could be redeemed against any products in store. I told the customer I wanted to do this for him as he had had the trouble of having to spend time and fuel to return to the store.

I then apologise once more for the inconvenience. He appeared more than happy with the resolution.

Whenever I come across an upset, dissatisfied or angry customer, going that extra mile to resolve the problem is very important to keep a customer for as long as possible.

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