Can you tell me about a time where where you you had to deal with customer complaints?

Question

Can you tell me about a time where where you you had to deal with customer complaints?

Asked at Rakuten over a year ago

365 views

Asked at

365 views

How to answer Behavioral questions

Interview Guide

Top Behavioral interview questions

In layman terms, describe your day to day activities as a Product Manager.17 answers | 27.5k views
How would you keep developers working on a product motivated and turning out quality work?13 answers | 19.9k views
If there are 3 different items on top priority for a release and the client is insisting on getting all 3 delivered in the same release. As a PM you know there is not enough engineering capacity. What will you do?10 answers | 8.1k views
See Behavioral PM Interview Questions

Invite members
Invite by email

Add another

@Nag · Answer 1 · 2021-09-22T22:13:01+0000

Situation -1

We had a scenario where customers were complaining that they were confused as to where to watch olympics as they there two apps for the same a dedicated streaming services app and other was a sports app.

The concern was a valid one as due to content pipeline issues with both apps and was frustrating for our customers

Task- The pipeline could not be updated overnight. Hence the plan was to help customers make a smooth transition from one app to another

Action- The process started with updating search results which would return with an alternative with a link to another app if there was no match on the current platform. In some case where matches were not available, a message with upcoming solution was provided.

Results- The proactive remediation helped assuage customer concerns with directions provided for alternatives. This reduced customer complaints and improved ad monetization