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Verizon Wireless Customer Service Representative Interview Question

I interviewed in Bellevue, WA and was asked:
"Have you been in a difficult situation or escalation with a customer and how did you resolve it?"
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Answer

Part of a Customer Service Representative Interview Review - one of 820 Verizon Wireless Interview Reviews

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Answer in Star format. The situation, the steps 1, 2, & 3 you did to resolve it and the result.
- Interview Candidate on Apr 26, 2012

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