17 Complaint Manager Interview Questions and Answers

The customer is always right—or at least that’s what complaint managers try to ensure. Complaint managers are responsible for investigating customer complaints and working to resolve them. This can be a difficult job, as it requires complaint managers to be both assertive and empathetic.

If you’re interested in becoming a complaint manager, you’ll need to be able to answer a variety of interview questions about customer service, conflict resolution, and problem-solving. We’ve put together a list of some common complaint manager interview questions and sample answers to help you prepare for your next interview.

Are you familiar with the types of data that can be used to identify trends or patterns related to customer complaints?

The interviewer may ask you a question like this to assess your knowledge of data analysis and how it can be used in the complaint management process. Use examples from your experience to explain what types of data are most useful for analyzing customer complaints and how you use them to identify trends or patterns that can help improve processes or procedures within an organization.

Example: “I have extensive experience using data analytics software to analyze large amounts of information related to customer complaints. In my last role, I used these tools to determine which customers were most likely to file a complaint based on their previous interactions with our company. This allowed me to focus my attention on those customers who needed additional support or training so they could achieve success with our products.”

What are some strategies you might use to resolve a customer complaint quickly and efficiently?

The interviewer may ask you this question to learn about your problem-solving skills and how you might resolve a customer’s complaint. Use examples from previous experience in which you resolved a customer’s complaint quickly and efficiently.

Example: “I find that the best way to resolve a customer’s complaint is by listening carefully to what they have to say. I make sure to understand their concerns, empathize with them and offer solutions or alternatives to help solve the issue. In my last role as a complaint manager, I had a customer who was upset because her order arrived late. After listening to her concerns, I offered her a discount on her next order to show her our appreciation for her business.”

How would you handle a situation where a customer is clearly upset and angry about a problem they’ve encountered?

An interviewer may ask you a question like this to assess your interpersonal skills and ability to diffuse tense situations. In your answer, demonstrate that you can remain calm under pressure while also empathizing with the customer’s situation.

Example: “I would first try my best to understand why they are upset and what their expectations were. I would then apologize for any inconvenience caused by our company and offer them a solution or compensation. If the problem is not resolved after the initial conversation, I would follow up with the customer until it was fully addressed.”

What is your process for documenting and tracking customer complaints?

The interviewer may ask you this question to understand how you use technology and your organizational skills to manage a large workload. Use examples from your experience to explain the steps you take when documenting customer complaints, including how you prioritize them and keep track of their progress.

Example: “I start by taking notes on each complaint as I receive it so that I can remember important details about the issue. Then, I enter the complaint into our company’s database so that my manager can review it and assign it to the appropriate team members for further investigation. After researching the complaint, I update the database with any new information or status updates until the issue is resolved.”

Provide an example of a time when you were able to successfully resolve a difficult customer complaint.

An interviewer may ask this question to learn more about your problem-solving skills and how you interact with customers. Use examples from previous work experience or describe a time when you helped resolve a complaint for someone else.

Example: “At my last job, I had a customer who was upset because they didn’t receive the product they ordered in time for Christmas. The company offered free shipping on all orders over $50, but the customer only spent $40. They were very angry that we wouldn’t refund their money. I spoke with them calmly and explained that we couldn’t give them a full refund since they hadn’t spent enough to qualify for free shipping. Instead, I offered to send them another item at no cost.”

If a customer is still dissatisfied after you’ve made every effort to resolve their problem, how would you handle the situation?

This question can help the interviewer determine how you handle challenging situations and whether you have the skills to resolve them. Use your answer to highlight your problem-solving, conflict resolution and customer service skills.

Example: “If a customer is still dissatisfied after I’ve made every effort to resolve their issue, I would ask what else we could do to make them happy. If they are still unhappy with our efforts, I would offer to speak with my manager about finding another solution. This shows customers that I am invested in resolving their issues and want to find a solution that makes them satisfied.”

What would you do if you were unable to find a solution to a customer’s problem and they were still intent on speaking with a manager?

As a complaint manager, you may encounter customers who are not satisfied with the solutions you provide. Employers ask this question to make sure that you have strategies for handling these situations and can still maintain positive relationships with your customers. In your answer, explain how you would try to convince the customer to speak with a manager while also showing respect for their concerns.

Example: “If I could not find a solution to a customer’s problem, I would first apologize for my inability to help them. Then, I would offer to connect them with a supervisor or someone else in management so they could discuss their issue further. If the customer was adamant about speaking with a manager, I would do everything I could to get them connected with one of our managers as quickly as possible. This way, we can ensure that all customers receive the best service possible.

How well do you handle stress and pressure in high-pressure situations?

As a complaint manager, you may be responsible for resolving customer complaints quickly and efficiently. Employers ask this question to make sure you can handle the stress of working in such a high-pressure environment. In your answer, share how you manage stress and pressure effectively. Explain that you have strategies to help you stay calm and focused when under pressure.

Example: “I am an organized person who likes to plan ahead. This helps me feel prepared for whatever situation I encounter at work. When I’m stressed or feeling pressured, I find it helpful to take a few deep breaths. This usually calms my nerves and allows me to focus on solving the problem at hand. I also like to set daily goals for myself so I know what tasks I need to accomplish each day. This helps me feel more confident and productive.”

Do you have any experience working with customer service software tools or other systems used to track customer complaints?

The interviewer may ask you this question to learn about your experience with customer service software and how it can help you succeed in the role. Use your answer to highlight any previous experience using these tools or systems, including which ones you’ve used and what benefits they provided for you as a professional.

Example: “I have worked with several different customer service software tools during my career, but I find that Zendesk is one of the best options for tracking complaints because it allows me to create customized workflows for each type of complaint I receive. This helps me organize my team’s efforts so we can respond to customers quickly and efficiently. It also provides us with valuable data that we can use to improve our processes.”

When investigating a customer complaint, how do you determine the accuracy of the information you receive?

An interviewer may ask this question to assess your critical thinking skills and how you apply them in the workplace. Your answer should demonstrate that you can gather information, analyze it and make decisions based on what you learn.

Example: “When investigating a customer complaint, I first want to determine whether or not the information is accurate. To do this, I will speak with all parties involved to get their perspective of the situation. If there are conflicting stories, I will try to find out why. For example, if one party says they never received an item they ordered but the other party says they shipped the item, I would need to investigate further to see which story is true.

I also look for patterns when determining accuracy. For example, if multiple customers have similar complaints about a product, I know there might be a larger issue at hand. In these situations, I will work with my team to address the problem.”

We want to improve our response time for customer complaints. How might you approach this goal?

The interviewer may ask you a question like this to assess your problem-solving skills and ability to make improvements. In your answer, explain how you would approach the goal of improving response time for customer complaints.

Example: “I think one way we could improve our response time is by creating a system that tracks all incoming customer complaints. This will allow us to see which departments are taking longer than others to respond to customer complaints. We can then work with these departments to find solutions to their response time issues. For example, if customer service takes longer to respond than other departments, we might need more customer service representatives.”

Describe your process for prioritizing customer complaints.

The interviewer may ask you this question to understand how you prioritize your work and determine which complaints are most important. Use your answer to explain the steps you take when prioritizing customer complaints and highlight your attention to detail, organizational skills and ability to meet deadlines.

Example: “I start by reading through all of the incoming emails and phone calls from customers who have questions or concerns about their orders. I then sort these complaints based on urgency, starting with those that need immediate attention and moving down to those that can wait until later in the day. After sorting the complaints, I review each one individually to ensure they’re accurate before contacting the appropriate team member for more information.”

What makes you an effective complaint manager?

An employer may ask this question to learn more about your skills and abilities as a complaint manager. They want to know what makes you qualified for the position, so they might ask this question to see if you have any unique or impressive qualities that make you stand out from other candidates. When preparing for this interview question, think about which of your skills are most important for this role. Consider highlighting these skills in your answer.

Example: “I am an effective complaint manager because I can empathize with customers while also remaining firm when needed. It’s important to me that I resolve customer complaints quickly and efficiently, but it’s also important that I treat each customer fairly. I try my best to understand their concerns and help them find solutions. This helps me build strong relationships with customers and ensures that they’ll be satisfied with our company.”

Which industries or areas of business do you hope to gain experience in through this position?

This question can help the interviewer determine if you have a specific career path in mind. It also helps them understand whether your skills and experience are a good fit for their company. When preparing for this interview, think about which industries or types of businesses you would like to work with. Consider what type of job duties you enjoy most and how they align with the position’s responsibilities.

Example: “I’ve always been interested in working with large companies that offer many different products and services. I feel my customer service skills and problem-solving abilities could be beneficial in helping these organizations resolve issues quickly. I’m also very passionate about environmental conservation, so I hope to one day work with an organization that shares those values.”

What do you think is the most important aspect of customer service?

This question can help the interviewer determine how you prioritize your work and what skills you use to achieve success. Your answer should show that you understand customer service and are willing to put in the effort to provide excellent service to customers.

Example: “Customer service is one of the most important aspects of any job, but I think it’s especially important for a complaint manager position because we’re responsible for helping customers resolve their issues. In my last role as a customer service representative, I learned that providing exceptional customer service means listening to customers’ concerns and responding with empathy and helpful solutions. It also means being proactive about resolving problems before they escalate into complaints.”

How often do you think a customer should be contacted after they submit a complaint?

This question can help the interviewer understand how you prioritize your workload and manage customer expectations. Your answer should show that you are able to balance customer needs with company standards.

Example: “I think it’s important for customers to be contacted within 24 hours of submitting a complaint, but I also know that this isn’t always possible. In my last role as a complaint manager, I had a policy in place where we would contact customers within two business days if they submitted their complaints on weekdays or within three business days if they submitted their complaints over the weekend. This helped us ensure that we were responding to all customer concerns while still allowing our team members enough time to address them.”

There is a high volume of complaints about a specific product. What is your process for deciding how to move forward?

This question can help the interviewer understand how you prioritize your work and make decisions. Use examples from past experience to show that you can manage multiple tasks at once, analyze data and use critical thinking skills to solve problems.

Example: “In my last role as a complaint manager, we had a high volume of complaints about one product in particular. I met with our sales team to learn more about why customers were dissatisfied with this product. We discovered that there was an issue with the packaging, which led to some products arriving damaged. The company worked with its supplier to fix the problem, and we communicated this information to customers who had previously filed complaints.”