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Verizon Wireless Retail Sales Representative Interview Question

"How do you handle yourself when your are helping someone who is rude or unreasonable?"
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Part of a Retail Sales Representative Interview Review - one of 710 Verizon Wireless Interview Reviews

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You have to remember that if you have a customer who has an issue with their bill, a policy, or phone upgrade date, that if they are rude, it is not directed toward you. They are frustrated with the situation. You have to do your best to calm down the customer, adhere to the policy without reiterating it, and just align and bridge with the customer. Let them know you understand, and maybe in the future, you can do "x, y, and z". If that doesn't work, then a manager needs to be involved. Do not fight with the customer. If you do, you don't come off well to the manager. Then they hand you a Employee Inhouse help brochure and suggest you get help. Cover yourself. Dot your I's and cross your T's. Stay the course, and follow the rules, and you will be fine.
- Interview Candidate on Oct 23, 2013 Flag Response

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