Tell us about a time when you had to handle a difficult customer issue

During my time as a Customer Care Executive, I encountered a situation where a customer was extremely upset due to a billing error on their account. The customer was frustrated and adamant that the charges were incorrect, demanding an immediate resolution.

How did you approach the situation and what steps did you take to resolve it?

First, I made sure to actively listen to the customer's concerns and empathize with their frustration. I assured them that I would investigate the issue thoroughly and work towards finding a resolution that satisfied them. I remained calm and professional throughout the interaction, despite the customer's escalating emotions.

Next, I reviewed the customer's account and identified the billing error. I explained the mistake to the customer in a clear and concise manner, acknowledging our fault and taking full responsibility for the error. I offered a sincere apology for any inconvenience caused and assured the customer that the issue would be rectified immediately.

I then proceeded to correct the billing error in the customer's account, ensuring that they were refunded for the incorrect charges. I provided the customer with a detailed explanation of the steps taken to resolve the issue and offered to assist with any further questions or concerns they may have.

By actively listening, empathizing, taking responsibility, and providing a prompt and satisfactory resolution, I was able to successfully handle the difficult customer issue and maintain a positive relationship with the customer.