A customer is angry because they were overcharged. Handle the call.
RoleCustomer Service Representative
DifficultyEasy
TopicSales & Service
Asked at
Why This Is Asked
Role-play questions let interviewers watch your actual phone manner in real time instead of trusting a rehearsed story: tone, pacing, and word choice matter as much as the resolution you offer.
General Approach
Narrate it like a real call: acknowledge and apologize first, verify the issue, state a clear resolution, and confirm the customer is satisfied before closing. Avoid jumping straight to "I'd fix it": walk through the actual sequence out loud.
General Answer
Thank you for calling, this is [Name]. I understand you were overcharged and I'm here to make it right. First, I sincerely apologize for the frustration this has caused you. To fix it, may I have your account number or mobile number so I can pull up your bill? ... Thank you. I can see here that on your last statement, the charge for the 5GB data add-on was applied twice, resulting in an extra Php 199. Yes, that shouldn't have happened. I'll process a reversal right now. Give me one minute ... The reversal is approved and you'll see a credit of Php 199 reflected in 2 to 3 business days. I've also added a note on your account so this won't recur. Is there anything else I can assist you with? Thank you for your patience and again, I apologize for the inconvenience.
PH Interview Gotcha
Many Filipino candidates over-apologize by repeating 'Sorry po, sorry po' multiple times before giving a solution. It makes you sound unsure. Instead, apologize once clearly, then quickly transition to the fix: 'I'm sorry this happened. Let me correct it now by reversing the charge.'
Sample STAR Answer▾
Key Takeaway
Immediate acknowledgment of the mistake and a specific, time-bound resolution turn an angry customer into a satisfied one.
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