15 BEHAVIORAL Interview Questions and Answers (STAR Method included)

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top 15 behavioral interview questions and answers that's what I'm covering in this video so stick
around if behavioral interview questions are a struggle for you by the end of this video you'll
have the top common behavioral interview questions and answers so that includes solid example answers
that you can take away and use in your interview including how to use the star method how to
structure your answers and tons of freebies and resources to help you pass your interview
if you're new to the channel I'm Amri Celeste an interview coach you can connect with me on
Instagram and Linkedin both Ann Marie Celeste if you're not new to the channel then I hope you're
subscribed if not then now is a perfect time to subscribe like and hit the notification Bell so
that you don't miss the next video so what is the difference between a behavioral situational and
competency-based interview question behavioral interview questions can be a bit tricky because
although they are specific questions about areas of your character and behavior they can still fall
all into other interview question categories like situational interview questions which I've covered
in this video I'll link that in the description below so situational questions are questions
where the interviewers asking you to describe a specific scenario or situation where you took a
certain action in order to demonstrate a skill that they want to assess behavioral
questions can also fall into the category of competency-based questions which are questions
that assess your overall ability or competency in relation to key areas of the role and I've
covered competency-based interview questions and answers in this video which I'll also Link
in the description below so the main difference is that behavioral questions are specific to various
behaviors so for example your morals how you handle difficulty and challenges how you handle
conflict or disagreements your self-awareness how you interact with co-workers can you demonstrate
empathy and this is whether you can put yourself in another person's shoes and show some level
of understanding so the reason that these things are important is because most roles
involve working with at least one other person in some capacity so even if you're working remotely
and freelancing someone has hired you you may need need to interact with them at some point so if you
struggle to empathize or to communicate clearly it can just lead to friction at work because
you're not taking into account the additional work that you might be causing to other people
or their sensitivities and in most cases people whose behaviors align with the companies are just
easier and more pleasant to work with for the company so let's get on with these behavioral
interview questions and answers question one is tell me about a time you had a conflict at work
questions about conflict are extremely common I cover more questions like this in my top 22
common interview questions and answers video so you can check that out to be fully prepared for
common interview questions I'll link that in the description below so an example answer is
in my current role I handle all of the company's marketing and social media I was asked to write an
article for the company website by a senior team member they wanted this written in a short concise
way that reflected our company tone and brand guidelines another member of the team continuously
criticized my work publicly which created an uncomfortable atmosphere for myself and other
colleagues coming across as confrontational and inappropriate I asked to speak to my colleague
privately once in private I explained that I'd worked quite hard and I would appreciate if they
were able to communicate their issues to me in private initially I felt that taking the colleague
aside would avoid a public escalation and further increasing the negative atmosphere they promptly
apologized and explained that they didn't realize how their actions came across they committed to
communicate with more sensitivity in future I got the article published on the company website and
I received positive feedback from my manager on the article now I use the star method to structure
this answer and I recommend that you use the same structure for these types of questions if you're
subscribed then you'll have heard me give tons of star method examples in previous videos it's
a great way to keep your answer structured but also to tell a story to the interviewer at the
same time which keeps them engaged so what is the star method star stands for situation task
action result and it can be referred to as the star method star interview method or the
star technique so the star method is a framework that you can use to structure your answer while
covering all of the points that the interviewer is waiting to hear I cover the top 22 star method
interview questions and answers in that video I'll also link that in the description with the rest so
this is how that last answer fits into the star method here the situation is that you were given
a task to complete which was creating the article the task was addressing the colleagues critique
that created an uncomfortable atmosphere the action was choosing to take the colleague aside
and communicate the issue to them dealing with it directly and head on the result was getting the
article completed and the colleague's commitment to be more self-aware in future so why is this
a good answer and how can I use it so this example outlines A co-worker creating conflict
with their style of communication and the way this was handled by you demonstrates your own
communication skills and your self-awareness if you were to snap back at this colleague publicly
after the situation is already tense it doesn't demonstrate that you are able to rise above the
confrontational tone which I can tell you is something that you would need to master working
in an office so showing patience is absolutely critical question two is tell me about a time
when you disagreed with your boss an example answer is a few months ago I was delegated the
task of updating all of our client databases by my line manager as they were out of date I needed
to make sure that everything was filed correctly but I also wanted to make sure that it was simple
and easy to understand I decided to color code the database based on year season and client responses
so we could monitor Trends and sell other products my manager didn't like the change and wanted the
data in alphabetical order they argued that the client details would take longer to find once I
explained the reasoning behind the change with selling products and monitoring Trends in mind
my manager saw the value in color coding client details this way and asked me to create two
lists one in alphabetical order and one by year season and client responses as I had suggested I
thanked my manager as I thought this was a great suggestion and I created the two lists now a lot
of people struggle with the question tell me about a time you disagreed with your boss so if this is
helping you do click like it helps the video to show up for more people on YouTube that are
searching for help with these types of questions and there are other ways to support the channel
as well you can buy me a coffee which is in the description below this video on how to do that
so why is this a good answer and how can I use it so this answer demonstrates a really clear
timeline of what happened and most importantly it includes a specific example the question is
asking about a time when you disagreed with your boss so one of the most common mistakes that I
see is where candidates don't give a specific example so this answer is strong because it
demonstrates initiative here where it talks about not only wanting to file everything correctly but
wanting to make sure it was simple and easy to understand this is brilliant to include in your
own answer because it shows the interviewer that your focus is making your colleagues or
managers life easier which is super attractive in a candidate and it also shows your reasoning for
your next step behind the change that you made here it shows your first step is communicating
with your manager where you said you explained your reasoning behind the change that you made
in your own interview make sure that you make it clear how communication played a part in result
solving your disagreement when answering this you want to demonstrate that you understand the
importance of diplomacy when you're dealing with a disagreement and it could be with your direct
manager or really anyone in leadership and if you ever disagree include the fact that you ended on
a positive just like here at the end where it says that you thank your boss and thought it
was a good idea question three is how do you motivate yourself at work an example answer is
I've always loved what I do which is why I've chosen this industry and why I applied for this
role I think that motivation stems from having a genuine passion and interest for what you do I
can understand that even with passion some tasks can become monotonous if they are repetitive so
what I tend to do is set myself small manageable goals this makes the work digestible but it also
gives me a sense of achievement as I work through complete and tick off each section for example I
was working on updating the company website which I do regularly I used to just jump in and start
the work but I've now broken the updates down into phases so I can track my progress such as
reviewing the layout testing the functionality and so on working this way also prompts me to
take breaks when I hit Milestones so overall I believe organizing your work into manageable
bite-sized pieces and a strong sense of purpose is key when it comes to staying motivated at work
now remember at the beginning of the video when I I promised you tons of resources to help you
pass your interview well here's Resource number one this is for you if you struggle with tough
interview questions and answers you can grab a copy of the of this free guide this guide is
packed with example answers and interview tips for your interview to help boost your interview skills
it also includes answers to difficult interview questions like why should we give you the job
what's your greatest weakness how do you handle pressure at work and similar I've also included
an important bonus question and what to ask your interviewers at the end of your interview it is
totally free you can get yours by clicking the link in the description below this video
so why is this a good answer and how can I use it so I really love that example answer to how do you
motivate yourself at work and not just because I wrote it but it's a great way of showing off
your skills and selling yourself while answering a simple question about motivation so I've broken
this down into Parts here in the first section you're selling your passion and your interest
for your own career where you say I love what I do this is why I applied this is like gold for an
interviewer to hear it's always nice to hear that someone has a specific interest in what
you're hiring for over someone who just wants to work somewhere it's almost guaranteed that someone
who has a specific interest will stay interested and passionate for longer so demonstrate passion
in your answer if you don't have experience then you can just use the section that explains your
passion for the industry and cut out anything that references why you chose your career path in the
second part here you're talking about how you stay motivated and this first section where it says
I understand some tasks become monotonous which means tedious or repetitive is important because
it shows that you're not trying to circumvent the question you have a practical and realistic
understanding that no matter how much you love something it can sometimes be boring but you're
explaining it in a professional way and it's a clear practical answer where you say I set
myself small manageable goals and you explain why you do that and how it links to motivation
so always link it back to the question in your interview then in the last part of the answer I
used an example so if you're subscribed you'll have heard me bleat on constantly about giving
examples but I do that because they take your answer from average all the way to exceptional
in some cases you don't always need to use the star method you can but sometimes it can make your
answer a little longer and there are other ways to give a strong example without using it sometimes
just like here under part three the example is clear it's an example of how you've put what
you said into action it's not just a theory of I make things manageable you're actually showing
how you do that by talking about specific aspects of the goals that you set within a project so the
next question is how do you handle a challenge an example answer is I tend to avoid jumping directly
into a challenge unless it's time critical I like to consider as many variables as possible
and do research if necessary before tackling a challenge to make sure that the outcome is most
likely to solve the challenge and that is logical and justifiable for example I was working on a
presentation that was to be delivered to a large audience I'm not comfortable with public speaking
and I began to feel more and more anxious as the day became closer I first did extensive research
on the different ways that I can improve my skills and deal with my growing anxiety as I had less
than a week left and I didn't have much time to do a training course or rewrite my presentation so
I decided to focus on what I could do I dedicated more time to practice than I had initially planned
so I was sure I knew the material inside out I introduced visual aids to keep the audience
engaged and give them something other than me to focus on I also asked for feedback from a
senior manager who regularly gives presentations and they gave me tips on how to improve my body
language my confidence drastically improved by the time I was due to give my presentation
and I felt more comfortable with what others would be experiencing as they listened to me
and I was more satisfied with my delivery as I'd practiced and tweaked it until I was comfortable
I delivered the presentation confidently and got excellent feedback from the audience
so why is this a good answer and how can I use it so the strength in this answer doesn't actually
lie in the actions that you took in terms of practice visual aids and also getting feedback
it actually lies in the process that you took to decide that those were the steps you were going
to take so here I first did extensive research on the different ways I can improve my skills matches
with how you said that you approach challenges I don't jump in I like to consider the variables and
do research if necessary it also lines up here where it lists the things that you didn't have
time to do before the presentation like taking a course but still considered them as options in
your interview it's important to show your process and your thinking behind tackling challenges and
when you're sharing your approach and including things like I break things down into manageable
tasks or I consider all of the options follow up with an example of you actually doing that
and this is often as I mentioned earlier where candidates fall down make hover and a general
theory of what they tend to do but with no example five is how did you prepare for this interview
so this is a tough interview question an example answer is I focused my pre-interview prep in a
way that might give me some insight as to what the company's known for what the company might be like
and what questions I might have I researched the company's history looked at what you were
looking for in this role and how my relevant experience could add value and Advance the
business I also had a look at Twitter for current events LinkedIn and the company website now this
answer I've actually stolen from the free guide that I mentioned earlier and the reason is that
it's a good answer it's short to the point and most importantly it works so all of the answers in
my videos are ones that have worked for me clients candidates and subscribers who have got results in
the past and I want them to work for you too so I always share the answer that is most effective now
what's missing from this answer though are areas that you need to elaborate on depending on the
individual job that you're going for and there's so much more that you can do to nail this answer
and you nail it in your prep before the interview not in the interview that shouldn't be the first
time that you know how to answer a question like this so I cover Advanced interview prep
in my interview Mastery Program in fact I have a whole module dedicated to Advanced interview prep
because it's the difference between an interviewer saying something like that candidate was the best
of a bad Bunch let's just offer them the lower end of the salary and close this role off and
saying something like we really need to get that candidate offer them whatever they want so it's
a short program covering uh combating interview nerves how to sell yourself confidence Advanced
prep and practice interviews as well so there's a link on how to join that in the description below
this video question six is what makes a good team member what makes a good team member will
vary depending on the team that you're joining you need to link your answer to the role that you're
going into and what will be expected as a team member in that particular team so let's say that
you were going for a role as a marketing assistant this is an example job description that I created
for a marketing assistant here are some points that might give Clues as to how they want you
to operate as a team member where it states here under key responsibilities to contribute ideas
support the marketing team assist the social media manager then again under behaviors where it has
not afraid to share ideas and team player these all indicate that they want someone confident
enough to speak up and participate verbally in meetings and share new ideas someone who knows
how to work with people and communicate in a way that's clear and professional so if you saw this
on a job description while you were preparing I'm going to assume that of course you do prepare
extensively for your interview then this is the kind of answer that you might give that would
match I think in order to be a good team member in a role like this you need a combination of
skills I think you need strong clear communication skills so that you can communicate new ideas as
they come up in a professional way to be honest I think that communication underpins most of
what would make a good team member in this role as I think participation in meetings new ideas
and working to support others on campaigns and new initiatives takes creativity but you also
need to be able to communicate okay that in a way that keeps others engaged and willing
to listen and work with you I also think being willing to pitch in where needed with a good
attitude is critical nothing has a more negative effect on a team than having someone constantly
bring down the atmosphere SO pitching in where needed and not rigidly sticking to what you do
would likely be helpful in a role that seems as fast-paced as this one so the reason I added on
this last part here about being willing to pitch in is because it's normally an unsaid expectation
for an entry-level role and a marketing assistant is fairly entry level within the marketing space
but of course adapt your answer to the role that you're going for you're also demonstrating that
you understand the environment by mentioning here that the role is fast-paced I regularly
cover tough interview questions and answers so if you are job hunting do please subscribe guys and
leave a comment below which helps to support the channel and to promote the content to more people
question seven is how do you handle failure an example answer is although it depends on
what the failure is I consider myself to be an optimistic person which I think goes a long way
when handling situations or outcomes that haven't gone as planned I think optimism also helps with
being willing to explore what happened and what I could have done differently instead of outward
lame even if others were involved I tried to look at what I could learn from the outcome
for example I was leading a small team for an internal communications project the Senior
Management wasn't happy with what we had drafted and it really felt like I'd failed once I sat
with the team to look at what we could have done differently it completely reframed the feedback we
received and I could understand the manager's critiques we also drafted a new process for a
similar project in future so overall we ended up improving our performance through the experience
so why is this a good answer and how can I use it this answer splits your response into sections
so first you're framing your state of mind when things don't go as planned I'm sorry that the sun
is really bright positivity unfortunately has been a little overused as a phrase and so optimism is
slightly better as a functional phrase as opposed to a general attitude so it means hopeful and
optimistic for the future so this is extremely helpful to demonstrate in your interview when
it comes to anything related to failure then you finish off with a summary example it's not the
full star method but it is a solid example of how you handled something you initially thought of as
a failure question eight is how do you handle pressure at work an example answer is I think
pressure is a normal part of the working day I'm used to working in situations where I suddenly
have a high workload or priorities change at short notice I like to give myself a moment to
assess the situation or although pressure can sometimes mean that you need to act quickly I
don't see pressurized situations as an indication that I need to panic or Act without thinking so
if an immediate decision isn't required and it's simply the usual pressure of the deadline being
moved forward or a sudden influx of work I'll assess the best way to go about that first so that
can include things like reprioritizing my workload creating a new workflow around critical tasks only
considering whether it might be more logical to ask for temporary support from other team members
or whether other deadlines may need to be moved as a result and who I need to notify in that instance
why is this a good answer and how can I use it this answer is strong because of the clarity it's
clear what your thought process was when you're under pressure as well as the actual examples of
things that you might do depending on the type of pressure so you've got Variety in your answer for
your interviewer one of the keys here in the first part where you completely normalize pressure by
saying I'm used to working in these situations and that's important because if your interviewer asks
you that it's probably a job that is pressurized or can include periods of time where you'll be
under pressure so it's important to demonstrate that working under pressure is not an alien
concept to you it's normal you can handle it and this part here where it says I suddenly have a
high workload or priorities change indicate that you genuinely understand a variety of pressurized
situations because you're including an example here same here where you've got this can include
things like reprioritizing work creating a new work for flow these are easy clear and simple
ways to give an example without having to use the entire star method question nine is what is your
greatest achievement greatest achievements can be anything from a University degree particularly if
you were doing that while working looking after someone or another commitment that demonstrates
the ability to work under pressure as well as perseverance but it can also be something that
you've achieved at work like a promotion or multiple promotions taking on a large
responsibility that you've never had before like arranging a big complex event so think carefully
about how your achievement might tie into the job that you're going for and I'll give you an example
of how that would work in this example answer my greatest achievement today would have to be
the organization of a community cleanup volunteer project I volunteer in my personal life it's one
of the things that attracted me to this company I noticed that you have volunteer days and work
with local environmental projects I was really excited when I was able to bring that passion
of mine into my last role because I was asked to put together a quarterly volunteer project
and this involved coordinating and leading a team of about 50 volunteers and it took a significant
amount of planning communication and leadership in order to pull off the event I was really proud of
our efforts and as a group we were able to make a notable difference in our local area particularly
in two local parks and the local Beach as well as bringing together a diverse group
in the community to get involved the success of this project wasn't just measured by the number
of volunteers but also by the outcome of the event the feedback from the community and the
satisfaction of everyone who participated it was an incredibly rewarding experience and one that
has had a lasting impact on me so why is this a good answer and how can I use it with this answer
you can see here how you're verbally linking your achievement example to the role where it
says it's one of the things that attracted me to this company I noticed that you volunteer and you
work with local projects in your interview even if you're using an example that seems
clearly linked to the company make it easy for the interviewer it's something that I always say
never assume that the interviewer knows State the obvious in a professional way and verbally
link your achievement to the role the team or the company just like in that answer question 10 is
what motivates you this one is tricky because it's almost critical that this answer matches the role
that you are being interviewed for so it will take a bit of work on your side to make sure that you
fully understand the role and the job description so this is one of those answers sorry this is
one of those questions where you don't want your answer to be at odds with the role but it happens
so commonly so let's just look at this example job description I created for a call center rep I'm
going to give a short example answer that would link with areas of this job so you can see how
it works the first is the very first point under key responsibilities of answering customer queries
then upselling and cross-selling under skills and experience enjoying a fast-paced environment also
under skills and experience and also interpersonal skills under behaviors an example answer is I'm
motivated when I'm interacting with others I've always enjoyed activities that play to
my strengths and that includes customer service and problem solving which is why I enjoy customer
service roles and anything that involves selling and providing a service I do get
a sense of achievement from resolving queries helping customers navigate new products and
services and having that positive impact on the customer I enjoy being kept busy which is another
reason I'm attracted to a busy call center role such as this one call centers have lots of calls
coming in to keep you consistently busy and I'm motivated when I have lots to do so why is this
a good answer and how can I use it this answer is good because it links closely to the job it's
simple it's not too long or over complicated but it demonstrates why you are a perfect fit
in terms of what naturally motivates you and how the job links with your personality and natural
motivations question 11 is why should we hire you very common interview question so an example
answer is I think you should hire me because there are multiple areas where I could add value in this
role for example the job description mentions you're looking for someone who is detail-oriented
organized and able to work Under Pressure I've only been working in finance for a year but in
that time I've repeatedly maintained complex and critically important spreadsheets for the company
that require a high level of concentration and attention to detail I'm naturally drawn to roles
that require a highly numerical level of focus and I have advanced organization skills I'm used
to tracking and measuring in my personal life it's how I keep my finances in order I use spreadsheets
to manage my finances and apps to manage my time and I enjoy bringing that style into my work I
have a solid understanding of basic financial accounting principles and a proven experience
of maintaining records and reconciling accounts I've also gained experience in using systems that
are similar to what you've used here I think my year in finance demonstrates that I learn
quickly and I'd like to continue to build on the solid foundation of skills I've gained and
I think this role would give me the opportunity to do that so why is this a good answer and how
can I use it now this answer is a bit long but you don't need to make yours that length just
use the parts that apply to you so this is a good answer because it's highly linked to the role and
it's clear where it's linked so like for example here where it says the job description mentions
when you say this you are demonstrating that you are prepared and read the job description
beforehand but also that you've thought about the areas of the role that match with your skills so
before your interview please do spend a bit of time with the job description and make sure that
you're familiar with it I cannot communicate the number of people that I've interviewed over
the years that have not read the job description beforehand and this irritates most interviewers so
the other area that is key in this answer is here when it says I'm naturally drawn to roles that
require this can be used in your answer so take this phrase and apply it in your own interview
replace the rest with what you're naturally drawn to that is also in the role so for example let's
say that it was a PA or secretary role it could be I'm naturally drawn to or gravitate towards
this type of role because I'm naturally organized and then you would go on to explain how you're
organized because that would be relevant to that type of role for example so let's say it was a PA
or secretary role it could be I'm naturally drawn to or gravitate towards this type of role because
I'm naturally organized and then go on to explain how you're organized because it would be relevant
to that type of role question 12 is describe a time when you help someone an example answer is
we recently had a new starter in finance I work in HR and this person's role meant that although they
were in finance they would spend some time on HR systems our HR team had a manual for new starters
to read through to understand the system this new starter really struggled to understand how
to apply the instructions in the manual I could see they were struggling although I was working
on a busy project I offered to schedule some time in with them for an hour a week so that I could
run through the system until they were confident enough to stop with our catch-ups as I felt that
that hour would make a significant difference to how quickly they were able to learn they've now
been at the company for three months and they're using in the system comfortably and we've also
become friends and regularly go to lunch so why is this a good answer and how can I use it this
is a simple example of carving out some time to help someone so the example that you use doesn't
have to be at work preferably it would be but the type of examples you can use are things like
helping someone who was struggling to put together a presentation helping a new team member navigate
systems and processes may be covering a shift when someone suddenly needed time off at short notice
question 13 is how do you evaluate success so an example answer is I tend to set goals I make sure
they're clear and measurable and then I assess my progress along the way for me success is not
just about meeting targets but also the process of continuous learning for example I previously
set a goal to increase sales by 15 across three months I broke that down into smaller Milestones
like increasing website traffic and conversion rates and regularly tracked my progress then I
celebrated small wins along the way like reaching a milestone or receiving positive customer
feedback the outcome was a 20 increase so when I went back to evaluate my success and compare it
with my original goal of 15 I realized that I had surpassed that goal I considered that a success
not just because of passing the number that I set for myself but I also learned a lot about customer
Behavior marketing strategies and teamwork along the way why is this a good answer how can I use it
so what I love about that answer is the structure and that's the part that you can take away and
use here the first part of the answer here where you say I tend to set goals is a clear and direct
answer to the question that first section could technically be an answer on its own it covers the
question the second section is an example which is something that I've been saying through most
of the video to show in your interview so try to make sure that you include an example in
your interview that is short and impactful about how you evaluate success so it could be ticking
off days on a calendar working working out or meditation then reviewing that and that can give
a clear example so one other thing to include is numbers if possible so numbers add authenticity to
your answer saying I work out three times a week or I said I would increase customer satisfaction
by 10 it adds specifics which increases the authentic nature of your answer question 14 is
tell me about a time you made a difficult decision an example answer is I was working on a project
last year with a small team we were allocated this project by Senior Management who made sure that we
were aware of how critical it was because it was for an important client this also meant results
needed to be a very high quality we split various tasks among the team but one team member was not
following through on their commitments they didn't contribute ideas in catch-ups their work was also
very low quality this was causing delays and putting unnecessary pressure on the rest of the
team to correct incomplete work I tried speaking directly to the colleague but there was no change
I had to make a difficult decision on whether or not to report this person to a manager as
I didn't want to get my colleague into trouble but in the end I decided that this would be the
best course of action I explained the facts and included specifics of what was causing the issue
the manager addressed my colleague directly and after his discussion concluded that they
were not suitable for this project this result lifted away from the rest of the team and made
a huge difference to the team's performance and the overall project success so why is this a good
answer and how can I use it so for this answer I used the star method which I mentioned earlier
why because this answer is asking about a time when you made a difficult decision emphasis on
time this means they want a specific example and the star method ensures that you will include a
well-rounded comprehensive example there are two key parts to pay attention to with this answer so
the first is here under task where you clearly outline the factors that pushed you to be in a
position where you had to make a difficult decision the team member didn't contribute
low quality work causing delays and extra pressure in your interview just make sure that you clearly
outline what led up to your decision so the second area is here under action where it explains why
the decision was difficult you didn't want to get the colleague into trouble the last area
and the most important for you to include is here at the end where it shows that the result lifted
away from the rest of the team and had a positive impact on the team's performance and the project
outcome in your interview when you're answering this it's critical that you don't just stop
after explaining the decision you need to verbally outline the positive outcome so it shows why your
decision was worth making the next question is how would you deal with a difficult customer even
though this is a how question I highly recommend using the star method to clearly demonstrate how
you would deal with a difficult customer or how you have done it because it gives the interviewer
a solid scenario to work with so an example answer is as a customer service rep I sometimes get calls
from Angry customers I received a call recently from a customer who was angry and upset about a
delayed delivery their item was for a wedding and they were Furious that it hadn't turned up
and start to use profanity I needed to diffuse the situation find out what happened to their order
and calm the customer down I acknowledged how frustrating it is not to receive an order for such
an important event I reassured the customer that I would find out what happened to their order but
I also let them know that if they did continue to use profanity I would need to disconnect the call
as this was our company policy I found out that there was a mistake in the customer's delivery
address the door number was incorrect and the item had been delivered to a neighbor which meant that
the customer could go and immediately recover their order as it wasn't far the customer was
immediately much calmer and they apologized for their behavior they explained that the wedding
was for a family member so they were under a lot of pressure they thanked me for my patience and
my help they then went online and left positive feedback about me by name on the company website
so why is this a good answer and how can I use it if you've worked in customer service
call center complaints handling or similar angry customers are really common this answer
demonstrates that you understand the boundaries that you need to set with difficult customers
so when you mention warning them about using profanity in this answer however the warning is
mixed in with you reassuring them and letting them know the steps that you're going to take to try
to help them your answer needs to demonstrate that kind of patience balance and professionalism so do
include an example of when someone was irate and what you told them to reassure them and to calm
them down as well and of course include a positive result or outcome thank you so much for watching
to the end let me know what you need help with in the comments and I'll see you in the next video