Have you ever faced a situation in a project, where a new feature is deployed in the production environment and customer came back that it is not working. How did you deal with that situation?
Well, it is not easy when customer/client come back and say the new feature is not working. You might be a business analyst or product manager, but it is your duty to take full responsibility and find a solution. Always keep in your mind that you are representing your company when addressing customer complaint.
It is a three-step process to handle this kind of scenarios.
➡️ Step 1 Listen to the customer complaint actively. Accept what has happened and you are sorry on behalf of your team. You need to show empathy to the client. Sometimes you don't get enough time to prepare for this kind of scenarios. Use your presence of mind and do not make any decision instantly. Once you have enough information about the customer complaint, you can mention to the customer that you will check the issue with the team and find a solution asap.
➡️ Step 2: Discuss the customer complaint with your development team and other stakeholders. Come up with the solution. Take help from others if required. May be someone else faced the similar kind of issue in their project, try to find out if there are anyone with similar experience. Get your solution reviewed by senior stakeholders or architects.
➡️ Step 3: Communicate the solution to the customer. Mention the timeline by which it will be done. Keep the customer updated with the progress on the solution.
👉 Now here is a sample answer using the STAR framework. I am not writing the detailed story, but I am giving a structured answer for your reference.
Situation: In my last project after the production deployment of a new feature, I faced similar scenario where I had to manage customer complaint. There was a feature where we had to implement a payment page where payments will be accepted using credit card. After production deployment, this feature was not working.
Task: To find out the issue why the payment via credit card was not working.
Action: Discussed the issue with the development team and found the root cause. The solution was found and reviewed by the senior stakeholders also.
Result: The solution was deployed within two days. During the implementation phase the customer was involved for feedback or any other comment. After production deployment, a production testing was done to confirm that everything is working well. Customer was happy.
Hope the above suggestion was helpful. So next time when you appear for interview and you get this question, you know what to answer. Happy learning.
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