Tell me about a time you had to deal with an upset customer. What happened and how did you handle it?
Why This Is Asked
This behavioral question tests whether you can maintain a positive, solutions-oriented attitude under pressure, which is critical in a customer-facing insurance role. Manulife values employee engagement and a culture of turning client challenges into trust-building moments.
General Approach
Use the STAR method: set the scene, describe your specific responsibility, detail the actions you took (especially listening and problem-solving), and share a measurable, positive outcome. Be the calm professional in your story.
Sample STAR Answer▾
Situation
While working part-time at a local pharmacy, a regular customer came in very angry because she was overcharged for her maintenance medicine.
Task
I needed to calm her down, fix the billing error, and make sure she left with confidence in the service.
Action
I listened without interrupting, apologized sincerely for the inconvenience, and immediately pulled up her transaction on the system. I double-checked the price list, found the error, and processed a refund for the difference. I also noted her feedback and informed my manager so we could update the shelf tag.
Result
The customer thanked me for my patience and said she appreciated that I took her concern seriously. She continued to be a loyal customer and even recommended the pharmacy to her neighbor.
Attempt Your Answer
Write your own answer, then get instant AI feedback graded against:
- •STAR Structure
- •Specificity & Numbers
- •Ownership Language
- •PH Workplace Context
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