Help me answer this Dollar General Assessment Question:
"Cindy just got off the phone with a nasty customer and slammed the phone down. What is the most logical reason for this?"
Anyone else face these types of behavioral questions during their application process?
no reason she should do that. If the customer is nasty, there is a reason and you need to hear the reason, then explain that you can understand why they would feel that way, that you will do your best to find out how to get their problem solved and assure them you will call back with the results
No reason for her to slam the phone down period..
Really? You said the customer was nasty did you want her to drop to her knees and praise God. It happens anger overcomes intelligence.
Sometimes we react to how people talk and treat us and I believe it also depends on how we ourself are feeling. That is why I don't think people working registers or handle customer service should have to deal with the phone drama as well....doing there job is already a service and we all want a pleasant experience.
there is no excuse for this behavior from a customer service person. However, if the caller had used profanity, threats, or obscene language, then the rep has the right to terminate the call but only after telling the caller "sir, I do not have to speak to you if you're going to continue using that language." if the caller does not stop, then yes, the rep has the right to hang up. This information was explained in a course entitled "Essentials in Customer Service" given by CareerBuilder and Capella University.
Cindy obviously was upset, however, I realize that customers cans upset you in more ways than one, however, Cindy reflects the company and need to learn not to take things personal. Even when they call you out of your name or whatever, they don't know who Cindy really is and vice versa, one must remain calm and handle the call professionally, regardless. Maybe this is not the job for Cindy. I am always treated unkindly, but I remember that this is my job. And I must remain professional. Or I myself need to find a new job as this is the way life is, but you can break the trend of letting it affect yourself. It takes all types of people to make the world. You can't control people but you can control yourself.
frustration, and lack of self control.
The customer made her mad
My opinion on why Cindy ended the phone call with the customer angrily would be because they couldn't come to an agreement and she became frustrated.
I am Pakistani looking forward to get work as assistant lawyer at Canada also continue my education LLM