Question:

Describe a time when you received really terrible customer service. How would you have done a better job of dealing with the situation if you’d been the employee?

Answer:

I’ve received very awful customer service at the cashier’s office in the school, they had lost my student loan application, as they needed to sign it in order for me to get the money to go to school. Instead of apologizing and looking for it or helping me with resending it, I was put on hold for 20 minutes they I guess someone just hung up because then the line dropped. Then when I tried to call again, they were very cold and just told me “Well there is nothing we can do”. If I were in that position, I would express my regret for losing their file and causing a delay in their student loan submission, I would then try and find the file or instruct them on how to resend it, even going as far as having them email me the form so I can print if off, fill it out and resend it quickly so as to make them feel reassured. It doesn’t matter that the form was lost, it is just how they handled it that upset me, the most important thing you can do for a client is give them your wholehearted attention, be sincere and show them that you are doing all you can to help them even if you don’t know how.