You’ll meet all kinds of people in the store. Some will be in a good mood, while some will be angry, irate, or even furious. Some customers will shout on you for no reason at all. That is the daily bread of retail worker, one of the downsides of this position.
Inquiring about your reaction, interviewers try to understand your attitude. It is in accordance with the internal policy of the company? Do you understand the golden rule that the customer is always right, even if he’s wrong?
When answering this question, you should emphasize that you do your very best to avoid any arguments with customers, trying to go above and beyond for them. After that you should come up with some ideas of calming the angry people down, and making them happy with your service (if possible). Let’s have a look at some good answers.
I try my best to satisfy each customer. I always listen carefully, smile, and try to be as friendly as possible. However, some customers will be angry at all times, doesn’t matter what you do. If that happens, I will apologize to the customer, and if my apology doesn’t help, I will ask more experienced colleague (supervisor) to handle the customer.
I would try to identify the problem. I would ask him what exactly made him unhappy about my service, and try to help him. However, if I was unable to solve a problem, or calm him down, I would most likely try to simply proceed with his checkout quickly, so he would not disturb other customers. After all, one has to count with angry customers, they belong to every shop. It does not distract me, or affects me negatively in job. It simply belongs to retail.
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