Do I believe that the customer is always right?
Why This Is Asked
This is a reported Meralco CSR interview question that evaluates your customer service philosophy and whether you can diplomatically handle situations where company policy conflicts with customer demands.
General Approach
State your belief clearly, then immediately qualify it by explaining that while customer satisfaction is paramount, you also uphold company rules and fairness. Provide a brief example of how you've balanced both in practice.
Sample STAR Answer▾
Situation
In my previous role as a customer service representative at a retail store, a customer demanded a refund for an item that was clearly used beyond the return policy.
Task
I had to decide whether to strictly follow policy or find a way to satisfy the customer.
Action
I calmly explained the policy while empathizing with her frustration. I then offered a store credit instead of a full refund, which she accepted.
Result
The customer left satisfied, and I maintained the store's policy without escalating the issue.
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