1. Background: Start by briefly setting the scene and explaining the context of the situation.
2. Issue Identification: Clearly describe the customer’s initial complaint or reason for being unhappy.
3. Listening and Empathy: Mention how you actively listened to the customer’s concerns, showed empathy, and made them feel heard and valued.
4. Problem Solving: Detail the steps you took to address the customer’s issue and find a solution that met their needs.
5. Communication: Highlight the communication skills you utilized to keep the customer informed throughout the resolution process.
6. Going the Extra Mile: Describe any additional efforts you made to exceed the customer’s expectations and leave them feeling satisfied.
7. Feedback and Follow-up: Explain how you sought feedback from the customer to ensure their satisfaction and followed up to ensure the problem was fully resolved.
8. Positive Resolution: Conclude by sharing how the customer’s initial unhappiness was successfully transformed into a positive experience.
Encourage the candidate to use the STAR (Situation, Task, Action, Result) framework to structure their response effectively and provide a clear and concise answer.