Tell me about a time when a customer gave you negative feedback.

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Anonymous · Accepted Answer

In my current role at XYZ company, our customers gave feedback that the share
screen functionality is not working. When I received the reports, I tested in
the lower environments and everything looked like it was working correctly so I
assumed it was a user error. When the continued to receive the same feedback the
following day, I hopped on a zoom call with the customer and I asked them to
show me what the issues was with an open mind. I could see that the issue was
only when they tried to access a document. I quickly arranged a call with the
third party vendor who provided the share screen services and informed them
about the issue reported by the customer. After research, the 3rd party vendor
informed us that an important update was missed by our engineering team. I
connected with the engineering team from our org and the 3rd part org and
resolved the issue. From this experience, one important lesson I learnt is to
ask detailed questions when customer provides feedback to be able to effectively
identify the root cause of the problem.

Tell me about a time when a customer gave you negative feedback.

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