Dell

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Interview Question

Account Executive Interview

How do you handle a customer who is upset with the

  performance of the company you work for when that company is clearly at fault in a one on one setting where you are clearly the representative for that company and the customer is berrating you?
Tags:
behavioral
Answer

Interview Answer

1 Answer

1

You let the customer vent. You suppress your desire to answer charges leveled at your company. In short, a smart sales rep. lets the customer fully express his dissatifaction and even takes notes to show a high level of interest in what the customers has to complain about. Your goal should be to fully understand the issue, commit to work the issue and then once you have fully understood the issue, perhaps even repeated core customer complaints back to customer to show understanding, you exit meeting. In short you go with the flow and above all you never appear argumentative or combative with customer.

Interview Candidate on Apr 11, 2012

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