“How do you handle escalations?” interview question

Interview Preparation
#1

Particular questions are completely based to judge your problem-solving and communication skills.

Consider how to respond to escalating interview questions:

1. Pay close attention to the consumer.

When a customer is dissatisfied, the first thing we as service providers should do is attentively and gently listen to their complaints. It is necessary that we thoroughly listen to our customers’ complaints to fix their problems and ensure that the same escalations do not occur again.

2. Repeat what the customer said.
After hearing their side, just outline their problem so they feel understood and you can provide them with an appropriate solution.

3. Apologize for the inconvenience.
It is necessary that when the customer is done explaining the issue, immediately apologize to them since it is crucial to maintain customer satisfaction and good connections with them.

4. Maintain your body language:
Be mindful of body language when narrating the event. The interviewer may see your actions as a simulation of how you would interact with a live consumer. Your facial expressions are crucial since they may influence the consumer and your relationships.

5. Keep a cool head
When dealing with a difficult customer, one of the most important skills an interviewer looks for in a candidate is the ability to remain cool throughout difficult interactions. Maintain calm, since it prevents a situation from becoming too heated.

Additional aspects to remember:

  • Highlight your strengths.
  • Tell the truth.
  • Be respectful.