SituationalRole Related Knowledge

Let’s say you received a low NPS score from a customer who had a frustrating experience. How would you compose an email that addresses their concerns and works towards a solution?

Customer Service RepresentativeCustomer Experience Lead

DoorDash

Google

ServiceNow

Wealthsimple

Grab

Onfido

Did you come across this question in an interview?

  • Let’s say you received a low NPS score from a customer who had a frustrating experience. How would you compose an email that addresses their concerns and works towards a solution?
  • If a customer provides a negative NPS score due to a product issue, how would you structure an email to apologize and suggest ways to resolve the problem?
  • Suppose a customer’s NPS score reflects dissatisfaction with a recent experience. How would you craft an email to acknowledge their feedback and express a willingness to make things right?
  • If you received a negative NPS score from a client who feels the service was not up to expectations, how would you write an email to re-establish trust and ensure a positive outcome moving forward?
  • Imagine a customer leaves a negative NPS score, citing poor communication as their main issue. How would you write an email to acknowledge this and offer a plan to improve the situation?
  • If a customer gave you a negative NPS score, what would you say in your email to try to turn things around?
  • How would you write an email to a customer who gave you a low NPS score, making sure to address their feedback?
  • If a customer rated you poorly on an NPS survey, how would you structure your email to acknowledge their feedback and offer a resolution?
  • How would you craft a professional and empathetic email to a customer who has provided a negative NPS score?
  • How would you communicate with a customer who gave you a negative NPS score, ensuring your email fosters understanding and moves towards a positive outcome?
  • How would you write an email to a customer who gave you a negative NPS score

Interview question asked to Customer Experience Leads and Customer Service Representatives interviewing at Slack, Martplaats, Careof and others: Let’s say you received a low NPS score from a customer who had a frustrating experience. How would you compose an email that addresses their concerns and works towards a solution?.