In jobs where you talk to customers, sometimes you’ll meet people who are upset or angry. Knowing how to handle these situations is really important. If you don’t deal with angry customers the right way, it can make the company lose money and get a bad reputation. That’s why, when you’re interviewing for a customer service job, the interviewer might ask, “How would you deal with an angry customer?” They want to see if you’re ready to handle tough situations and if you know how to calm things down.
This kind of question is called a situational interview question. It means they give you a pretend problem and ask how you would fix it. These questions help hiring managers understand how you think and solve problems. By asking how you’d deal with an angry customer, they can see if you’re prepared for something that will probably happen. They also want to know if you have good ways to make tense situations better.
In this guide, we’ll talk about what a hiring manager wants to hear when they ask this question and share some sample answers to help you get ready.
What hiring managers look for in an answer
When interviewers ask how you’d deal with an angry customer, they’re looking for a few important things. First, they want to see if you can stay calm and professional when someone is upset. Can you keep your cool even if the customer is yelling or frustrated?
They also want to know how you’d solve the problem. Do you have ideas to fix what’s wrong and make the customer feel better? It’s important to show that you can help calm the situation while finding a good solution.
Hiring managers pay attention to how you react to this question. Do you get nervous thinking about dealing with an angry person, or do you seem confident that you can handle it? They like candidates who stay cool under pressure and can smoothly handle tough situations.
Remember, the ideal candidate is someone who can handle stress without getting upset, knows how to talk to people kindly, and can solve problems quickly. Showing these skills will make the hiring manager see that you’re ready to handle any challenging interactions that come your way.
How to answer “How would you deal with an angry customer?”
Take it one step at a time
When someone asks you how you’d handle an angry customer, it’s helpful to think of your answer like following steps in a plan. Breaking it down makes it easier to explain and shows you have a clear approach.
- First, I would stay calm and listen carefully to what the customer is saying. Let them share their feelings without interrupting. This shows respect and helps you understand the problem.
- Second, I would show that I understand their feelings. I might say, “I can see why you’re upset, and I’m sorry for any trouble you’ve had.” This helps the customer feel heard.
- Third, I would find out more details by asking gentle questions if needed. This helps me figure out the best way to help.
- Fourth, I would offer a solution to fix the problem. If I can fix it right away, I will. If not, I’ll explain the steps we’ll take to make it right.
- Finally, I would make sure the customer is happy with the solution and thank them for their patience.
By explaining each step, you show the interviewer that you have a thoughtful way to handle tough situations. It also shows that you can stay organized and calm under pressure.
Show that you know the company
Before your interview, it’s a good idea to learn about the company. Find out what they care about and what their values are. You can use this information in your answer. For example:
- If the company values excellent customer service, you might say, “I know your company takes great pride in helping customers. So, I would make sure to give the best service possible to turn the situation around.”
- If the company focuses on teamwork, you could mention, “Since teamwork is important here, I would also let my team know about the issue so we can prevent it from happening again.”
By showing that you understand what the company values, you let the interviewer see that you’re a good fit and that you care about their goals.
Stay positive and kind
When you talk about handling an angry customer, use positive words that show you’re caring and ready to help. Words like:
- Listen: “I would listen carefully to the customer’s concerns.”
- Understand: “I understand how frustrating this must be for you.”
- Help: “I’m here to help fix this problem.”
- Reassure: “I want to reassure you that we’ll sort this out.”
- Solve: “Let’s work together to solve this issue.”
Using these kinds of words shows that you care about the customer and are focused on making things better.
Share a story
If you’ve ever dealt with an angry customer before, sharing that experience can make your answer stronger.
For example: “At my last job, a customer was upset because their package arrived late. I listened to them and apologized for the delay. Then, I checked what happened and found out there was a shipping error. I explained the situation to the customer and offered to refund the shipping cost. I also ensured the package was delivered the next day. The customer appreciated my help and thanked me for fixing the problem quickly.”
By sharing a real story, you show the interviewer that you have experience handling tough situations and can turn them into positive outcomes.
How not to answer
Don’t use overused sayings
Saying things like “The customer is always right” isn’t helpful. It’s an old saying that doesn’t really explain what you would do. Plus, not every company believes this. Some places don’t allow customers to be rude or mean to workers.
Sample answers to “How do you deal with angry customers?”
Example #1
“Most angry customers want to feel heard, so I would begin by listening quietly while allowing them to vent their frustrations. I would repeat their problem back to them to confirm I’ve understood, then calmly walk them through the options to resolve the issue.”
Why this works: This answer shows that you understand the importance of listening, which is a key part of customer service. By allowing the customer to express themselves and repeating the issue, you show that you care about getting it right. This builds trust with the customer and demonstrates that you are focused on solving the problem without adding more tension. It’s a simple but effective approach, showing empathy and clear communication.
Example #2
“I would acknowledge the customer’s concerns to make them feel validated. Then, I would use my conflict resolution skills to develop mutually beneficial solutions. During my time as a customer service representative for Acme Corp, I found that upset customers presented some of the best opportunities to win lifelong customers based on how well we handled the problem.”
Why this works: This response emphasizes empathy by acknowledging the customer’s feelings. It also highlights conflict resolution skills, which interviewers value. The candidate adds a personal example, showing that they have experience and understand the value of turning a negative situation into a positive one. This example shows they can learn from past experiences and are focused on building good relationships with customers.
Example #3
“If a customer was angry, I would first apologize for the inconvenience and let them know I’m here to help. I’d ask questions to better understand the problem and then offer a solution that fits their needs. For example, when I worked part-time at a retail store, a customer was upset because an item they bought was defective. I listened to their concerns, offered a replacement, and also gave them a discount on their next purchase to show that we valued their time and patience. They left feeling much happier.”
Why this works: This answer is specific and detailed, showing that the candidate knows how to approach a problem from beginning to end. It includes an apology, which shows empathy, and emphasizes problem-solving by asking questions to understand the issue better. Sharing a real experience from a part-time job helps make the answer relatable. The extra step of offering a discount shows the candidate’s willingness to go above and beyond, which interviewers appreciate.
No matter which approach you take, make sure you keep your answer positive. Avoid speaking negatively about challenging customers, and instead use the opportunity to show that you can shine under pressure. Highlight your customer service skills, like empathy, problem-solving, and communication, to impress your interviewer and prove you’re ready for the job.