Support Agent Interview Question:

Can you explain me about an experience where you had to de-escalate a situation with an upset and/or angry customer, and how you handled it?

Submitted by: Muhammad

One time at Allen's Sporting Company, a customer couldn't reach an item. They tried climbing the shelf, which broke, and they fell down. The customer was furious, and I think also really embarrassed. I was the first one on the scene. In the end, I ended up taking care of that customer. I heard them out and apologized as they yelled. Then I got them a sizable discount coupon to compensate. The representative who was supposed to be taking care of that section of the store was absent, so the trouble really was on our end. The customer left satisfied.
Submitted by: Muhammad