Can you describe a time when you had to make a decision that was unpopular with a customer or client, and how you handled that situation?

Question Analysis

This question is focused on assessing your decision-making skills and how you handle challenging situations, especially when it involves making decisions that may not be well-received by customers or clients. The interviewer wants to see if you can balance company policies or best practices with customer satisfaction, and how effectively you communicate and manage conflict. To answer this question, you should use the STAR method (Situation, Task, Action, Result) to provide a structured and impactful response.

Answer

Situation: At my previous job as a customer service manager, we had a policy change regarding our return policy that did not allow refunds after 30 days. A long-term customer requested a refund for a purchase made 45 days ago, citing an unexpected personal issue as the reason for the delay.

Task: My task was to uphold the company's policy while also maintaining a positive relationship with the customer, who was clearly unhappy with the situation.

Action: I first listened to the customer's concerns empathetically, acknowledging their loyalty and the unfortunate circumstances they described. I explained the reasons behind our strict return policy, emphasizing fairness and consistency to all customers. To offer a resolution, I proposed an alternative solution: a store credit that exceeded the value of the item they wished to return, which could be used at any time.

Result: Although the customer was initially disappointed, they appreciated the effort to accommodate them within the constraints of the policy. They accepted the store credit and expressed gratitude for the personalized attention. This approach not only preserved the customer relationship but also upheld the company’s policy, demonstrating a balance of empathy and firm decision-making.