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

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Behavioral
  • 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?

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?.