Thisis a reallygoodinterviewquestionbecauseit's a greatopportunitytohighlightyourjudgment, yourempathy, andcreativity.
あなたの判断力、共感力、創造性をアピールする絶好の機会なので、これは本当に良い面接の質問です。
Thehiringmanagerwantstoassessyourabilitytonavigatechallengingsituationsaswellasyourproblem-solvingskills. So, oneofthemostcommonexamplestousewouldbe a customerrequestingsomethingthatisoutsideofyourcompany's policyoroutsideofyourproductoffering.
Inmypreviousroleas a customerservicerepresentativeatcompanyXYZ, I encountered a customerwhorequested a fullrefundfor a producttheyhadpurchasedfourmonthsago.
Butourcompany's refundpolicyonlyallowsforreturnswithin 30 daysofpurchase, whichmeantthatthecustomer's requestfelloutsideofourpolicyguidelines. So, I listenedcarefullytothecustomer's explanationandempathizedwiththeirsituation.
I explainedour 30-dayrefundpolicyandthereasonsbehindit.
私は30日間の返金ポリシーとその理由を説明した。
Andwhile I couldn't makeanexceptionontherefundpolicy, I didcreate a uniquepromotioncode, which I providedtothecustomerforanyfuturepurchasesoverthenextyear.
I wouldsaythatthecustomerwasinitiallydisappointedthat I couldn't resolvetheirsituation, buttheyappreciatedthepromotioncode, andtheexchangeconcludedin a friendlymanner.
どう答えるか:面接で「顧客の要求を拒否しなければならなかったときのことを教えてください」と言われたときの答え方 (How to Answer: "Tell me about a time when you had to deny a customer's request" in an Interview)