6 min read
Common questions
- Tell me about a difficult customer you handled.
- How do you stay calm when someone is angry?
- What's the difference between empathy and sympathy?
- How do you handle a policy you don't personally agree with?
- Tell me about a time you turned a complaint into a compliment.
Sample answers
- 'Tell me about a difficult customer…' — Use STAR. 'A customer called after being on hold twice. I acknowledged the frustration, told them exactly what I could do, and stayed on the line while it processed. They ended the call by asking for my name so they could compliment me — I've had that happen six times this quarter.'
- 'How do you stay calm?' — 'I remember they're upset at the situation, not me. I use their name, keep my voice low, and slow my pace. Once they've been heard, most of the intensity drops.'
Questions to ask them
- 'What are the daily metrics — calls per hour, CSAT, first-contact resolution?'
- 'How is coaching and QA handled?'
- 'What's the path from agent to team lead here?'
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