DESCRIBE A TIME WHEN

YOU DEALT WITH A

DIFFICULT CUSTOMER
DESCRIBI UNA SITUACION DONDE TUVISTE QUE LIDIAR CON UN CLIENTE
DIFICIL. TIENE QUE SER ALGO ESPECIFICO

STAR RESPONSES

Situation: Describe the context for your story. Where did the situation take place, who were

the people involved and what was the problem at hand? Be as specific as possible.

Task: Describe your role in the situation. What were you responsible for? Were you a cashier,

customer service rep, manager, etc.?

Action: Explain what you did to solve the problem. Talk about the steps you took, what you

said to the customer, how you conducted yourself and what you recommended as the

solution.

Result: Describe the outcome. How did the customer respond? Was there any tangible

resolution (such as the customer purchasing a different product or leaving a positive review)?

--

Situation: "At my last job, a customer came in cursing and yelling. She was complaining about an item she

wanted to return, but she didn't have her receipt.

Task: “I was the rep working at the counter that day, so I was responsible for handling customer inquiries and

returns. I knew the customer’s reaction was out of frustration, so I didn't take it personally and I

made sure she knew her concerns were being heard.”

Action: “I listened carefully and apologized. I explained that I wasn't able to give her a cash refund without the

receipt due to the company’s policy, but that I could allow her to have the same amount in store

credit. I also recommended a replacement product that would better suit her needs.”

Result: “The customer was satisfied with the store credit, and she used it to purchase the replacement product

that I recommended. It ended up being a win-win situation for everyone."