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Log InTell me about a time you turned a frustrated or upset customer into a satisfied one. What was the situation, and what steps did you take?
Why This Is Asked
CSR work in Accenture involves handling upset callers daily, so this question tests your ability to stay calm, use empathy, and solve problems under pressure.
General Approach
Pick a real experience where you had to de-escalate anger. Describe the customer's emotion first, then your step-by-step actions. End with a measurable result like a resolved issue or positive feedback.
Sample STAR Answer▾
Situation
In my previous role as a sales associate in a retail store, a customer came in very angry because the item she ordered online arrived with the wrong color and size, and she had already waited two weeks.
Task
I had to calm her down and find a solution that made her leave happy, even though the store policy said exchanges needed manager approval for online orders.
Action
First, I apologized sincerely and listened without interrupting for three minutes while she vented. I made sure to show empathy by saying 'I understand how frustrating that must be, especially waiting that long.' Then I checked our inventory and found the correct item in stock. I called my manager to approve an immediate exchange and offered a small discount on her next purchase as an apology. I personally processed the exchange quickly and walked her to the door with a smile.
Result
The customer calmed down completely, thanked me, and even said she would shop again despite the mistake. My manager later praised me for handling it well.
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