SituationalProblem Solving

Have you ever been in a situation where you had to refuse a customer’s request? What approach did you use to maintain the relationship?

Customer Service RepresentativeCustomer Experience Lead

Flexport

Reddit

MPL

Xandr

Zoom

ArgoAI

Did you come across this question in an interview?

  • Have you ever been in a situation where you had to refuse a customer’s request? What approach did you use to maintain the relationship?
  • Can you share an example of when you had to decline a request from an important customer? How did you handle it?
  • Tell me about a time when you had to communicate a "no" to a key customer. How did you manage their expectations?
  • Have you ever had to tell an important customer "no"? How did you go about it?
  • What’s a time when you couldn’t say yes to something a customer really wanted? What did you do?
  • Was there ever a moment when you had to refuse a big customer’s request? How did you make it work in the end?
  • Have you ever had to turn down a request from a customer? How did they take it, and what did you do afterward?
  • Can you think of a time when you had to say no to a customer? How did you make sure they stayed happy?
  • What strategies do you use to communicate a "no" effectively while still providing value to the customer?
  • How do you approach situations where you need to deny an important customer’s request but also ensure that the trust is not compromised?
  • Can you describe a time when you had to say no to an important customer’s request?
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Interview question asked to Customer Experience Leads and Customer Service Representatives interviewing at Eventbrite, FINRA, Nutanix and others: Have you ever been in a situation where you had to refuse a customer’s request? What approach did you use to maintain the relationship?.