⟩ Please explain about a time when a customer call was escalated to your attention. How did you handle it? What was the outcome?
Share a story that shows how you were able to solve the problem and improve the customer experience. In addition, tell interviewers how you used that experience as a teachable moment for the entire team.
We had a customer call in that was very upset, and the agent brought it to my attention. The key to solving the situation was in listening to the customer and offering to refund her order. I then explained to the team that even if you have more calls to get through, it is more important to take the time to listen and understand the customer. And if you still aren’t able to reach a solution, forwarding the call to me is the right thing to do.
