SituationalProblem Solving

How would you assist a customer who has interacted with multiple agents but still hasn’t found a resolution?

Customer Service RepresentativeCustomer Experience Lead

Google

Square

Flexport

Shopify

Dropbox

Summon

Did you come across this question in an interview?

  • How would you assist a customer who has interacted with multiple agents but still hasn’t found a resolution?
  • How do you handle situations where a customer has been let down by previous interactions with other team members?
  • What steps would you take to regain a customer’s trust after they’ve had multiple unresolved interactions with your team?
  • If a customer keeps bouncing between agents without getting their issue solved, how would you fix it?
  • What would you do if a customer told you they’ve talked to a bunch of agents and still don’t have a solution?
  • Have you ever had to step in and help a customer who’s been passed around without getting the help they need? What did you do?
  • How do you handle it when a customer feels like no one on the team has been able to help them?
  • How do you deal with a customer who’s frustrated because they’ve spoken to several agents but still hasn't got the resolution?
  • Can you tell me about a time when you had to step in as the final point of contact for a dissatisfied customer?
  • How do you approach situations where a customer feels like they’ve been ignored or bounced around?
  • What’s the best way to help a customer who has worked with multiple agents and hasn’t received the help they need?
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Interview question asked to Customer Service Representatives and Customer Experience Leads interviewing at CodeSignal, Airtable, Funding Circle and others: How would you assist a customer who has interacted with multiple agents but still hasn’t found a resolution?.