Can you describe a time when you had to handle a difficult customer while collecting meter readings?
Behavioral
Customer Service
Communication
Problem-solving
This question assesses your customer service skills and ability to remain calm under pressure, which are crucial for a Meter Reader who often interacts with the public.
How to answer
- Use the STAR method (Situation, Task, Action, Result) to structure your response.
- Clearly explain the situation that led to the difficult interaction.
- Describe the actions you took to address the customer's concerns.
- Highlight any techniques you used to de-escalate the situation.
- Share the outcome and any positive feedback received from the customer.
What not to say
- Avoid blaming the customer for the situation.
- Do not describe a situation where you escalated the conflict.
- Refrain from using vague terms without specific examples.
- Avoid mentioning that you do not like customer interactions.
Sample answer
“During my time with Enel in Rome, I encountered a customer who was upset about a high bill. I listened patiently to her concerns and explained how meter readings work. I offered to verify the reading on the spot. After checking, I found an error in the previous reading, which I documented. The customer appreciated my prompt action and thanked me for my help, which turned a negative experience into a positive one.”
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